Client Overview
The Client is a well-known BPM company that delivers revolutionary IT solutions to its esteemed clients. They are slowly but gradually covering different parts of the globe by working with reputed Fortune 500 companies. The company aims to serve the IT needs of its clients with utmost precision by using modern technologies.
Challenges Countered
- The biggest challenge that the company was facing was having a smooth connection/interaction between the front office and the back office. As a result of the lack of proper communication, they could not deliver the IT products in a quick turnaround period.
- Also, with different teams collaborating on IT projects, it made it all the more challenging to have proper management of customer profiles. They even tried the legacy CRM app, but it was not enough to give them the desired results in business and achieve scalability.
- With the workflows ill-defined and unorganized customer interactions, it resulted in lot of negative user experience. They were not able to effectively profile their customers.
- As a result of this constraint, they were unable to attain the desired level of productivity in terms of processes and structures. This caused the company to go down the rails when it came to business reputation and prevented them from targeting a massive chunk of international business expansion.
Solutions
- Thanks to their extensive experience in business process management, the client could deduce that their complicated and cluttered operations were causing them problems.
- We understood their pain points and suggested they counter this challenge by executing an all-inclusive, fully integrated Salesforce solution.
- We carefully scrutinized the existing architecture and delivered a Salesforce solution.
- The company moved away from the existing CRM and Service Assurance Platform and started using the Salesforce Service Cloud’s feature-rich functionality.
- This enabled them to enhance their business processes across the organization’s departments. Thanks to the smooth transition of the platform, the company was able to optimize its processes and return to its winning ways of expanding its business.
Benefits
- Our customized Salesforce solution adhered to the exact requirements of the client. After executing the Salesforce solution, the company increased its savings by 150% due to enhanced processes and better utilization of team resources.
- Thanks to our Salesforce solution, the client can manage even complicated SLA entitlement cases based on product and location. This has resulted in better visibility of customer information.
- The processes have become smooth without apparent bottlenecks, making the company adhere to SLAs without hassle.
- The client has started to use Salesforce as the primary point of interaction for customers and the lifecycle of their connected products.
