Your independent advice and professional project management give us a high level of transparency and confidence.

Kevin Baltruweit, Head of Demand Generation at Lavazza Professional

Our brief

Working closely with the German team at Lavazza Professional, we optimised sales processes in Salesforce and created a comprehensive roadmap for a future-oriented, globally scalable platform. The goal: continuously improve performance for customers and systematically expand digital processes.

Our client

Most of us have enjoyed moments of indulgence with Lavazza – the world-renowned coffee brand from Italy.

Since 2018, Lavazza Professional, a business unit of the globally successful Lavazza Group, has been bringing enjoyment to workplaces and is now one of the leading experts in the sale of beverage and snack vending machines.

From modern coffee machines for small businesses to high-performance fully automatic machines for break rooms, factory floors or public spaces – Lavazza Professional offers a broad, high-quality product range for organisations of all sizes.

Our approach

Combining customer expertise with digital processes:
With the ambition to bring great taste experiences to every workplace, Lavazza Professional operates globally with teams in multiple countries. Salesforce serves as the central system for collaboration across departments – from demand generation to long-term customer management.

In an international setup, the challenge lies in continuously improving customer value while simultaneously meeting the diverse needs of teams within the system.

Our collaboration

To enable Lavazza Professional’s teams to support new prospects and existing customers as effectively as possible, we worked closely with the German business unit to design Salesforce workflows that are both powerful and user-centric.

At the start of the engagement, we conducted in-depth interviews with all departments to gain a clear understanding of the current processes, pain points and future requirements.

Our solution

Based on these insights, we jointly defined target processes that leverage existing Salesforce features to their full potential and are further supported through targeted automation.

We identified quick wins to deliver rapid improvements and increase user satisfaction early on.

As a result, system workflows became faster and simpler with minimal effort, while errors caused by manual processes were significantly reduced.

Thanks to your support, our Salesforce workflows have become much leaner. We reduced lead processing time from 20 minutes to 10 minutes – cutting the effort in half with relatively little work.

Kevin Baltruweit, Head of Demand Generation at Lavazza Professional

Our roadmap

For the long-term success of the Salesforce platform, building internal expertise in data management and analysis, administration and functional optimisation is essential. That’s why we trained employees from various departments as Salesforce power users in an eight-week programme. Through interactive, hands-on training formats, we achieved rapid progress and built valuable skills in a short period of time.

Together, we developed a comprehensive Salesforce roadmap for the German market, enabling strategic and continuous optimisation of the platform. The roadmap defines clear goals, milestones and initial steps for building a future-oriented Salesforce platform that is globally scalable while remaining flexible enough to accommodate country-specific requirements.

Key results

• Faster lead processing, higher customer satisfaction and more deals through optimised screens and intelligent lead assignment
• Continuous process optimisation driven by improved user insights and the joint development of relevant dashboards
• Protection of the Salesforce investment through the build-up of internal Salesforce expertise
• Strategic clarity and defined next steps through the development of a Salesforce roadmap