Salesforce CRM
We help clients implementing Salesforce Sales Cloud, Service Cloud and Community so that you get a comprehensive view of your business across the whole platform.
The keys to a Successful CRM Project
✔ Exact definition and mapping of sales and service cycles (from pre-sales to post-sales)
✔ Define a precise scope of the solution
✔ Involve the various departments and business units
✔ Staying as close to the standard as possible even if it means modifying certain business processes
✔ Identify the different satellite tools
✔ Favor existing connectors to homemade(maintenance cost)
✔ Purge as needed some tools that may be covered by Salesforce as well.
✔ Document the solution for smoother tracking.
✔ Prepare training deliverables for end users and train them
✔ Define one or more Key users
✔ Define objectives around the different processes.
✔ Set up simple and motivating reports/dashboards for teams
✔ Promote CRM as the "truth base" of customer data in order to have an accurate view of the business
Our Key Advice
➡ Define your business processes as precisely as possible so that you can best transcribe them to your consultant! Unclear elements in input will only give a unclear result in output. Nobody knows your business and activity better than you do.
➡ Stay as close to the standard as possible if necessary! This will make it easier for you to add new features later on and keep a "healthy" platform. It may also be an opportunity to simplify some of your business processes.
➡ Having up-to-date data and knowing what your "source of truth" is! This allows you to have reports and dashboards that are the true reflection of the activity and also allows you to really know your customers. Nothing is more frustrating than having the same contact both prospect in one tool and customer in the other or that a sales person does not have the visibility that a customer is in relation with the after-sales in the middle of a renewal phase!
➡ A CRM must evolve, just like your products and business needs, it is not frozen in time!
For a customer operating in the automotive industry
Scenario
After completing the platform design and pilot phase, the customer was looking to roll out the Sales Cloud application in their network. So, they were seeking a consultant who could identify areas for improvement, train users and provide daily support.
Service Scope
- To be the point of contact for the group's different dealerships.
- User support as well as platform maintenance in order to relieve the technical teams of this task
- Updating stock and pricing, as well as information for each model
- Identifying paths of improvement for future releases
- Lead management and data distribution
What we achieved
Within 48 hours we had a consultant made available with more than 3 years experience with another car manufacturer. This meant our client saved time on the upskilling phase.
Our consultant gave the client the tools to deploy the platform on the network and help the users get started. Our prior expertise in the same business sector allowed us to very quickly identify changes needed and bring proposals forward. Afterwards, we supported this client for more than a year to ensure that the platform met their business needs and gave technical knowledge to their internal teams.
For a customer operating in the retail sector
Scenario
The customer is using the Service Cloud platform to manage customer returns and after-sales service. After having implemented the Classic version of the platform a few years ago and adding new functionalities without any real uniformity as the need arose, the customer wanted to rebuild the instance with avoiding to the maximum possible the use of customisation and take the opportunity to migrate to Lightning while exploring new evolutions.
Service Scope
- Do an audit and inventory of the Salesforce Service Cloud application.
- Costing and migration to Lightning
- Propose ways of developing the platform and make the business fully using the tool when that isn't currently the case
- Ensure support and administration of the tool
- Build a new core model for lightning, adapt it and deploy it in the different regions (EMEA, MENA, APAC)
What we achieved
In under a week, we provided the client with a consultant who is highly skilled in Service Cloud and experienced in setting up from scratch an instance with thousands of third-parties to manage (including subcontractors). Our consultant covered the entire scope of the project given that they were also well versed in after-sales support.
Three months later and the consultant was able to assure the business that Salesforce was still the most appropriate tool for their needs. In addition to making the tool much more user friendly, we helped this client put in place a consistent roadmap and make the platform stable. We also helped the client keep their budget as low as possible by providing a consultant who could model the business needs as well as implement technically the solution. The customer was presented the option of using a technical resource whenever they wished so that they could be as agile as possible. The business is now asking for further development and is exploring the possibility of adding the Salesforce Sales Cloud part.
Contact us and talk to our Sales and Service Cloud experts!