Enoma Instruments: Integrated Customer Service

Key Capabilities Demonstrated

Implementation

Legacy systems replacement

Automation challenges

Simplify user experience

Unlocked new revenue streams and delivered substantial time savings

Overview

Emona Instruments is a leading provider of innovative educational and industrial products based in Australia. Specialising in hands-on learning solutions, their products facilitate practical training in engineering and technological fields. As a manufacturing company dedicated to advancing technological education, Emona has established itself as a crucial partner for educational institutions and industrial training facilities across the country. With a focus on quality and innovation, Emona Instruments has been instrumental in shaping the next generation of engineers and technologists through their specialised training equipment and solutions.

Challenge

Emona Instruments faced significant operational challenges that were impacting their business efficiency:

Legacy technology burden: Emona was struggling with outdated systems leading to higher maintenance costs
Security vulnerabilities: Emona’s aging infrastructure created potential cybersecurity risks
Innovation barriers: Technical limitations hindered Emona’s ability to implement new solutions
System isolation: Emona’s customer service operations functioned without proper integration
Platform disconnection: Emona lacked integration with Salesforce Sales Cloud and Account Engagement
Siloed operations: Emona’s fragmented approach created inefficiencies in customer service delivery
Experience fragmentation: Emona was unable to provide seamless customer experiences
Limited enhancement options: Emona had no viable pathways to improve existing technology
Adaptation constraints: Emona faced difficulty keeping pace with evolving customer expectations
Competitive disadvantage: Technological limitations threatened Emona’s industry leadership position

Partner Value

Think Beyond transformed Emona’s customer service operations through strategic implementation:

Comprehensive assessment: Think Beyond conducted a thorough analysis of Emona’s requirements and business processes
Strategic platform selection: Think Beyond recommended Enterprise Edition over Professional Edition for Emona’s needs
Configuration-first approach: Think Beyond prioritised Salesforce Configuration over custom coding for Emona’s implementation
Business-tailored solution: Think Beyond created an implementation specifically aligned with Emona’s unique needs
Update flexibility: Think Beyond designed a solution allowing for easier process adjustments and modifications at Emona
Reduced coding complexity: Think Beyond minimised Emona’s need for complex custom development
Future-proofed integration: Think Beyond established a seamless maintenance path as Salesforce continues to evolve for Emona
Job automation: Think Beyond specialised in managing automation for Emona’s inbound service requests
Technology-business alignment: Think Beyond effectively linked solutions to Emona’s specific business challenges
Simplified client experience: Think Beyond streamlined Emona’s interfaces while maintaining comprehensive functionality

Results

Since go-live the results have been transformative for Emona Instruments. The new integrated customer service system has unlocked new revenue streams through automated follow-up engagement, significantly increased daily customer service volume capacity, and delivered substantial time savings through process efficiency gains.