A New York based analytics firm specializing in ai propelled property intelligence with the main objectives of sales automation and customer service enhancement. In an effort to counteract complaints about poor organization and decreased customer satisfaction because of the absence of adequate in-house knowledge, Wrinom Solution was sought to design and implement custom salesforce customization.
Key Challenges Faced By Analytics Firm
1. Inefficient Sales Operations
Sales processes were long and ineffective with extensive management of client information. Consequently, the sales performance was below average, and hence Salesforce Sales Cloud had to optimize work processes.
2. Customer Service Struggles
It was a nightmare to have to handle customer services since the procedure enabled low total customer satisfaction and fewer customers. due to this, the company strained to find an efficient Salesforce Service Cloud solution that would mean management of the requests raised by customers and not burdening the service agents with too many to attend to.
Solutions
1. Salesforce Customization and Automation
The team had to assess the current environment in order to consider potential ways that could enhance the use of Salesforce. For the sales reps and managers roles and permissions were defined to eased out work distribution and timely client follow-ups. Apex automation similarly facilitated automatic notification of sales teams and individual deadlines for power production.
2. Service Cloud & Community Cloud Integration
Wrinom Solutions was able to implement the Salesforce Sales Cloud, linked to Service Cloud and Community Cloud to improve customer service delivery. Some critical enhancements obtained were defining escalation processes consisting of notification and developing customer service interface with knowledge base, frequently asked questions, and case reporting tools to lessen the load on agents.
Tools and Technologies Used
1. Salesforce Sales Cloud
2. Salesforce Service Cloud
3. Salesforce Community Cloud
4. Apex
5. JavaScript
6. Rest API
Results Achieved
1. Increased Sales Efficiency
Redefined organization structure in close coordination with Salesforce Sales Cloud brought a positive change in the sales volume and increased team efficiency and hence improved response time ratio.
2. Enhanced Customer Satisfaction
Leveraging of Service Cloud and Community Cloud gave customers multiple ways to address their problems, thus faster problem solving, higher quality of service and enhanced customer loyalty and satisfaction.
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