Implementation of Salesforce for a Telecom Company’s B2B and B2C Operations

What’s the problem? The client aimed to digitize their comprehensive end-to-end

Boost Salesforce ROI for a semiconductor manufacturer

Drive R&D excellence for tech-innovation companies by implementing tailor solutions.

INDUSTRY

Semiconductor manufacturing

BUSINESS MODEL

B2B

TECHNOLOGIES USED

Salesforce Sales Cloud, Marketing Cloud,

How Wrinom Leveraged Salesforce To Improve Customer Relationship Management

About Wrinom is a top-notch technology and marketing solutions provider company founded in 2017. Private companies can avail of the company in customizing their software, IoT applications, data services and digital transformation ya full-stack development. That is when Wrinom came up with the idea of adopting Salesforce, a reputed Customer Relationship Management (CRM) tool to handle their mushrooming clientele and elevate day-to-day operations. To understand the nature of deployment, learnings gained from challenges faced during deployment and solutions provided in few cases before we leap to results obtained post Salesforce implementation- a deeper insight into it has been shared by this case study offering insights on how Wrinom achieved its objectives.

Challenges:

GlobalFoundries prides itself on its Research and Development efforts to be ahead of new products and technology, but the challenges that they face need to also be tackled head-on. There are a few main issues:

1. Manual System Maintenance Efforts: The long process of updating each system manually takes up time that is invariably an ever growing challenge to maintain systems functional and in check.
2. Customer Service Complexity: Customer service continues to battle with a sometimes-overly complicated process that creates efficiency within the extremes of both Customer and Internal Ticket management in Salesforce.
3. Automation Deficiency for Efficiency and ROI Enhancement: GlobalFoundries struggles with automations that should be in place — which can impact task reduction and Return on Investment (ROI) across the Salesforce ecosystem.

Objectives:

Wrinom’s key goals were to better hone Salesforce cleansed and advance operational effectiveness. The primary goals included:

1. Boost Salesforce ROI and Increasing Usage of Best Practices:

- Focus on increasing Return on Investment (ROI) by implementing best practices for optimal utilization of the Salesforce platform.

2. Streamlining Customer Service through Automation:

Implement automation and workflows to improve the efficiency of your hard-working team across multiple customer service processes.

3. Establishing a Unified Data Source for Analytics:

Aim for a unified source of the truth in order to enable deep analytics that fuels rich insights, which help inform and guide decision making.

4. Auto-Response Email Implementations to Higher Customer Satisfaction:

Use auto-response email feature to improve customer satisfaction with quick, automated answers.

Implementation Process:

1. Requirement Analysis:

The company then worked to analyze its needs, focusing on three areas . This involved naming the names of key players, learning existing practices and defining project borders.

2. System Design and Customization:

The needs analysis pointed to a tailor-made Salesforce solution that could deliver results the way Wrinom wanted them. This included setup/ configuration of modules in Salesforce, like Sales Cloud Service Cloud Marketing cloud etc and integrated with existing systems

3. Data Migration:

A data migration from legacy systems was one of the critical aspects of this complex implementation. This required data cleaning and transformation to be accurate and consistent.

4. User Training and Change Management

End-user training was essential for a seamless move, and we conducted detailed training sessions. To deal with this resistance and to make users align towards adoption, change management strategies were introduced.

5. Go-Live and Support:

We tested Salesforce several times and after that we had to Bite the bullet for deploying salesforce organization wide. The post-implementation support was extended to resolve any challenges and ensure the smooth enhancement.

Challenges and Solutions

1. Integration Mastery:

- Salesforce Harmony: Seamlessly integrate with Salesforce Integration Cloud, keep all of your data in sync in real-time and make sure you never have to update any information manually.

2. Customer Service Excellence:

- Guide: Implementation of Salesforce Service Cloud that strenghtens Customer Service across. Whether it be case management or near-seamless automated workflows, to have efficiency is clearly key.

3. Workflow Wonders:

- Process Wizardry: Use Process Builder and Flows in Salesforce to automate anything from updating records, sending notifications to removing manual efforts.

4. Optimizing ROI:

- Custom Reporting & Dashboards: Design and build custom reports so you can check in one place for insights, to optimize your Salesforce usage or track essential performance metrics.

5. Automated Satisfaction:

- Quick Responses: Set up Email-to-Case and autoreply workflow rules which make sure the customer that their issue is received properly, helping them to relax until they receive a human response from an agent.

6. Platform Prowess:

- Foster platform adoption with training oasis, where regular trainings and updates can make the team up to date regarding their usage of new features or best practices.

7. Continuous Evolution:

- Agile Enhancements: Continuously assess processes, use feedback from users to change course and keep pace with changing business requirements.

8. Mobile Momentum:

- It provides a mobile solution to manage Salesforce from anywhere and also ensure team members productivity 24*7.

Results and Benefits

1. Operational Efficiency Boost:

Less manual work means more efficient processes.

Automating tasks promotes operational efficiency which frees teams to work on strategic endeavors.

2. Enhanced Service Quality:

Service Cloud Improved ticket management, response time.

Improved workflows result in more prepared and customer-specific services.

3. Data-Driven Decision-Making:

Uses custom reporting and dashboard for true Single Source of Truth.

- Better analytics give the organization a way to respond quickly to new trends and customer requirements.

4. Tangible Increase in ROI:

Streamlined processes and optimized workflows contribute to a measurable boost in Salesforce ROI.
- - Enhanced data accuracy ensures that the organization maximizes the value derived from the Salesforce platform.

5. Customer Satisfaction Uplift:

Auto-response email implementations result in prompt acknowledgment and communication.

This offers better customer service response time and satisfaction & loyalty of customers.

6. Best Practices and Continuous Improvement:

Standard educational programs foster a culture of continuous learning and adhere to all best practices.

Regularly assess signals to detect changes and use agile improvements for business alignment.

Conclusion:

Salesforce was a game changer for Wrinom when it comes to CRM or Sales Force Automation. What Wrinom successfully improved upon was centralizing all information about a single customer in one place. Which led to 10x productivity enhancement and automation sales workflows which humongously helped the company. Salesforce’s reporting and analytics capabilities helped the management team make data-driven decisions and lead the competition. The CRM implementation used in this analysis serves as a testament to the effectiveness of investing time and effort into deploying your software properly from Day 1.

“We were not only looking for an IT provider, but a partner. We found a true partner with Wrinom”