TLC Success Story

In an effort to manage its rapidly growing business volume in a more sustainable and integrated way, TLC Klima consolidated all operations—from sales to installation, customer service to after-sales support—under a single structure powered by Salesforce. With Sales Cloud and Service Cloud solutions, processes such as quotation management, delivery planning, service operations, and entitlement management are now handled in a more visible, faster, and standardized manner.

The customer journey has evolved beyond a problem-solving model into a fully experience-focused structure, covering every touchpoint from initial contact to post-sales services.

Let’s hear the story of this transformation from General Manager Sema Tunar, Deputy General Manager Filiz Doğan, IT Manager Can Bahtiyar, Marketing Manager Serdar Ekmekçi, Assistant Central Sales Manager Kübra Güney, Logistics Assistant Specialist Çağdaş Ateş, and Business Development Specialist Erdeniz Berk.

TLC Klima Moved All Its Processes to an Integrated Structure with Salesforce

Operating in the HVAC industry for over a decade, TLC Klima embarked on a transformation journey with the goal of managing its entire business operations—from sales to service, delivery to customer management—in a more integrated, traceable, and data-driven structure. The company’s previous system infrastructure had limitations in meeting the evolving needs aligned with its growth pace. Operational processes spread across different systems created a natural opportunity for transformation, enabling a shift to a centralized structure and stronger integration. With this vision, TLC Klima chose the Salesforce platform, transitioning to a modern structure that not only strengthens internal coordination but also manages the customer experience end to end.

TLC Klima approached the Salesforce transformation not merely as a technical system change, but as a strategic step to redesign the way it operates. From sales to after-sales, marketing to logistics, all teams gained the ability to work with transparent, data-driven, and integrated processes.

Sales:

Accessing quotation and order data from different sources made it difficult for sales teams to obtain the necessary information before engaging with customers. With Salesforce, all customer information, quotation, and order histories were consolidated onto a single platform. Sales teams now join meetings prepared, data-driven, and goal-oriented.

IT:

Relying on external support for technical development in previous systems limited the company’s internal agility. Thanks to Salesforce’s Trailhead platform and Kofana’s guidance, teams quickly became proficient in using the system. As a result, IT transformed from a support function into a team that actively drives development processes.

Marketing:

When interactions from initial contact to post-sales services were not unified under a single customer profile, marketing actions often remained generalized. Salesforce enabled the consolidation of all touchpoints. Marketing teams can now analyze past interactions and plan more personalized, effective campaigns.

After-Sales:

When service, fault reporting, and spare parts management processes were handled manually, traceability decreased and coordination took longer. Salesforce brought after-sales services into a digital environment. Processes are now managed from a centralized structure, internal coordination has improved, and communication with customers has become more sustainable. Additionally, entitlement and invoicing processes were automated, reducing manual workload, simplifying planning, and improving accuracy.

Logistics:

Delayed access to information in order and delivery processes increased the risk of operational disruptions. With dashboards specifically designed for logistics teams, stock levels, delivery schedules, and order flows are now monitored in real time. This has significantly enhanced process visibility and speed.

With Salesforce, TLC Klima made all its business processes more integrated, trackable, and efficient. Data flow between departments has strengthened, and the quality of service delivered to customers has measurably improved.This transformation has laid the foundation for a robust digital infrastructure that not only supports today’s operations but also enables future growth plans.