The client is a leading US-based analytics company specializing in AI-based property intelligence to facilitate the insurance process. With a focus on leveraging data analytics, the company assists clients in making informed decisions within the insurance sector.
The client utilized Salesforce Sales Cloud for client information management, sales processes, and team collaboration. However, inefficient setup processes led to a need for customization. The company faced challenges in both sales performance and customer service, with low customer satisfaction. The lack of in-house resources and expertise prompted the search for a solution.
The client contacted us for Salesforce customization services to enhance their Sales Cloud-based CRM. Our team initiated the project by thoroughly analyzing the client’s needs to tailor the Salesforce solution within the existing license. Key solutions included:
User Roles and Permissions:
Create and adjust user roles and permissions to enable specific automation features for different user groups, including sales reps and sales managers.
Automated Task and Notification Assignment:
Implementation of automated task assignments to ensure swift engagement of sales reps with clients.
Set up triggers for automated email notifications to prevent sales employees from missing deadlines throughout the sales process.
Integration with Service and Community Clouds:
Integration of Salesforce Sales Cloud with Service and Community Clouds to address customer service challenges.
Case Management Processes:
Establishment of case management processes with escalation workflows and automated email notifications.
Customer Self-Service Portal:
Creation of a customer self-service portal with a knowledge base, FAQ section, and a case request page for streamlined case submissions.
The implemented solutions resulted in significant improvements for the client:
Sales Performance Enhancement:
Increased sales volume, enhanced sales team productivity through automation, and adjusted user roles and permissions.
Customer Service Transformation:
Improved customer service KPIs, including increased customer satisfaction and retention rates.
Decreased customer service agents’ workload through streamlined case management processes.
Holistic CRM Enrichment:
Integration with Salesforce Service and Community Clouds elevated the overall CRM capabilities.
By partnering with us for Salesforce customization, the analytics company addressed its immediate challenges and positioned itself for sustained growth. The tailored solutions increased operational efficiency and elevated the customer experience, demonstrating the transformative power of strategic Salesforce customization in the information technology age.