About the Client

Client is a leading online lender exchange with a marketplace that connects consumers with lenders.

 
Business Needs

They needed to setup a call center application, so that customer can interact with client’s agents to connect them to right lender.  they also needed to track past history of callers.

Solution

1. We designed their service cloud to offer what they were looking for.
2. Team utilized the Call Center feature of Salesforce along with integrating a Five9 CTI package(cloud contact center).
3. We also utilized Console view in Salesforce to provide the agent complete information they might need while interacting with customer.
4. Agents can now identify caller and provide personalized information while communicating over the call. He can also track down past conversations to avoid repetitive asks for the caller.

At the end, the agent has a one stop shop to find everything they needed to improvise their productivity.

About the Client

Leader in power generation who are transforming the electricity industry with innovative technologies and digital offerings.

 
Business Needs

With disparate data storage systems employees were facing data challenges. Leading to loss of time  and efforts. Also, submitting and tracking helpdesk tickets proved to be difficult task with existing system for both support teams as well as the employees.

Solution

1. Team developed a single source of truth with Salesforce KMS and implemented across the organization. Which is based on Lightening platform and is mobile supported
2. Various user roles were created to give need based access such as author, admin, owner
3. Search function made looking for documents super easy
4. Created a section for employees to share their experiences, tips. Which improved learning
5. Case Mgt. configuration in a helpdesk tool made logging tickets to support teams very easy
6. Redesigned home page with links to company’s YouTube channel helped in conveying announcement, news, activities to employees in an exciting way

With single sign-on now employees can access KMS, Salesforce Chatter and Case Mgt. system easily, leading to improved user experience.

About the Client

A provider of a business intelligence professional for small and mid-size companies based in San Jose.

 
Business Needs

To build an application for their staff to do the predictive analysis for their clients. Application to forecast with high accuracy, the consolidated status of business leads and opportunities based on 25 parameters that can be tweaked to alter the forecasting model.

Solution

1. Employed a combination of Histogram generation and Model/Slack tuning algorithms.
2. Built interactive dashboards using latest tools and intuitive user navigation.
3. Researched extensively on UX and probable data views/filters to design screens with optimum content with minimal user interventions.
4. Implemented schemes to distinguish the direction of forecasting based on user roles.
5. Forecasting solution is integrated with a page-less interface for maximum impact & usability
6. Technologies – Machine Learning, Google predictive analysis and Salesforce web services

Existing customers can directly integrate their role hierarchy with the application enabling ventures to have zero intervention

About the Client

Healthcare revenue cycle management company to manage healthcare reimbursement. They have cloud-based claim management to streamline workflows and enabled providers to understand and improve financial performance.

 
Business Needs

Client wanted to shift to the Lightning interface to provide more natural user experience than the familiar Salesforce Classic. However, migrating to Lightning presents challenges to existing Salesforce modifications and processes

Solution

1. Studied department wise, role wise current application navigation & flow
2. Identified Gaps between Salesforce recommended practices & current configuration & setup
3. Proposed department wise migration strategy
4. Rebuild common features into Lightning component
5. Conducted User meet ups with internal team for encourage adaptation
6. Review User feedback post roll out and optimize process.

The new Lightning experience offers tons of new functionalities and a beautiful interface making data look much friendlier and more impressive

About the Client

The client is US-based IT infrastructure & firewall service provider. They provide software and hardware integrated solutions to manage traffic with performance.

 
Business Needs

To create an employee community to bring employees (6000+) spread across multiple locations under one platform. Main objective was to improve teamwork and collaboration.

Solution

1. Team developed an employee community cloud and implemented Salesforce Chatter to enhance communication & collaboration across teams and departments
2. Recognition badges – activated Chatter badges to recognize the employees with top performance. Also, linked badges with performance matrix and bonuses
3. Included badges earned in the employee profile, helping them build reputation and gamify the overall experience
4. Activated Chatter ideas – to encourage innovation and a platform to post ideas. Which is open for everyone to vote for those ideas and contribute

A successful launch of employee community as a one-point interface lead to tight collaboration among teams

About the Client:

The Client expertise in an online clothing delivery service for men, women and kids and an ‘online personal stylist’ for fashion. Their services allow users to create a profile, complete a questionnaire and a team of stylists then handpick a box of clothes which are delivered free of charge.

Business Needs:

The Client’s requirement was to sync Salesforce with Oracle bases Order management system (which includes placing an order, cancelling the order, returning ordered products), Case management.

Challenges:

Challenge is to build a solution to resolve the case within a specified timeline by the customer care representatives. if the solution was not provided within the given timeline, then the system will escalate the case to next level in the Escalation matrix.

Also, to design a solution that allows auto-assignment of a case to the available representative dynamically and to build a web-service for syncing the Orders with Oracle and Salesforce in real-time.

Solution

We have configured Salesforce according to business requirement of the client for Person Account management, Order, Case management

We have configured the salesforce entitlements and milestones for case management to define the timeline and escalation rules. We built custom web service for syncing Salesforce data with Oracle and vice-versa using MuleSoft.

We have also integrated Qualtrics with Salesforce to get the Case-Close survey for the customers from various country on their language and also to get their feedback about the product.

Benefits:

The client is handling the case management with Salesforce very effectively and now able to maintain the data in two different systems.

The Client:

A provider of business intelligence professional for small and mid-size companies based in San Jose. They wanted to build a tool for their staff to do predictive analysis for their clients.

Challenges:

1. Develop an application to forecast with maximum accuracy, the consolidated statuses of business leads and opportunities based on over 25 parameters that can tweaked to alter the forecasting model.
2. Provide for a dashboard to effectively discern business movement over a period.
3. Integrate entire life-cycle of business processes with a simulation routine to provide snapshot of all business activities at any given point in time.
4. Provide the user with the richest experience in terms of interface and navigation.
5. Build mechanisms to differentiate the core forecasting process based on roles.
6. Optimum reportage by way of dynamic and interactive charts and grids to enable the user to adequately tweak inputs for varied forecasts.

The Solution:

1. Used mix of technologies – machine learning, google predictive analysis and Salesforce web services
2. Employed a combination of Histogram generation and Model/Slack tuning algorithms.
3. Built interactive dashboards using latest tools and intuitive user navigation.
4. Researched extensively on user experience and probable data views/filters to design screens with optimum content with minimal user interventions.
5. Implemented schemes to distinguish the magnitude and direction of forecasting based on user roles.

The Benefits:

1. The core forecasting solution is now integrated with a rich and page-less interface for maximum impact and usability
2. Extensive scope for simulating forecast data based on the user’s choice and varied type of parameters
3. Can be easily integrated with most CRM including data supporting an install and use of the application in the shortest possible time

Existing businesses can directly integrate their role hierarchy with the application enabling ventures to have zero intervention to make use of the hierarchical simulation feature

Client Overview

The client is US-based IT infrastructure & firewall service provider. They provide software and hardware integrated solutions to manage traffic with performance.

Client’s Business Needs

1. They were using PROS Smart CPQ application for configuring price quote with Salesforce.
2. Quote information was at in SFDC as well as at partially outside Salesforce, which leads to data sync problem.

Challenge:

1. Finding alternative cost effective system which fulfills all business need.
2. Migration of data from a running system. There are hundreds of running order pending for renewals.
3. Data inconsistency and redundancy as using multiple systems

Our Solution:

We recommended utilizing Salesforce CPQ instead of PROS Smart CPQ. Due to following reasons:

1. Salesforce CPQ is part of Salesforce family and cost efficient.
2. Provides advanced UI capabilities to configure price quote by adding/removing line items, configure the terms and set the necessary discount.
3. Supports multi-currency.
4. Has advance discounting options like a discount in value OR % based on subscription term OR quantity.
5. Allow the user to generate a quote in Word or PDF format. In addition to that, it saves documents automatically in Salesforce as one of the SFDC records.
6. Send auto-reminder to the client for contract renewal.

We have intelligently configured Salesforce CPQ to get the advantage of all features as well as we have also customized to match business need.

1. Designed an approval process for Quote based on discount provided
2. Populating start/end dates on quote lines, based on start date of quote and subscription term.
3. Marking the first quote of an opportunity as primary.
4. Auto-creating contract on deal close
5. Creating a renewal opportunity, few days before contract end date. It helps to proactively approach their customer before running contract ends.

Benefits:

1. Optimized cost of managing quotes and order
2. Eliminated need for a third-party system
3. Leveraged both standard and custom capabilities of Salesforce.com
4. Quick turnaround to Customer
5. Cleaned up past data

The Client:

A provider of business intelligence professional for small and mid-size companies based in San Jose. They wanted to build a tool for their staff to do predictive analysis for their clients.

Challenges:

1. Develop an application to forecast with maximum accuracy, the consolidated statuses of business leads and opportunities based on over 25 parameters that can tweaked to alter the forecasting model.
2. Provide for a dashboard to effectively discern business movement over a period.
3. Integrate entire life-cycle of business processes with a simulation routine to provide snapshot of all business activities at any given point in time.
4. Provide the user with the richest experience in terms of interface and navigation.
5. Build mechanisms to differentiate the core forecasting process based on roles.
6. Optimum reportage by way of dynamic and interactive charts and grids to enable the user to adequately tweak inputs for varied forecasts.

The Solution:

1. Used mix of technologies – machine learning, google predictive analysis and Salesforce web services
2. Employed a combination of Histogram generation and Model/Slack tuning algorithms.
3. Built interactive dashboards using latest tools and intuitive user navigation.
4. Researched extensively on user experience and probable data views/filters to design screens with optimum content with minimal user interventions.
5. Implemented schemes to distinguish the magnitude and direction of forecasting based on user roles.

The Benefits:

1. The core forecasting solution is now integrated with a rich and page-less interface for maximum impact and usability
2. Extensive scope for simulating forecast data based on the user’s choice and varied type of parameters
3. Can be easily integrated with most CRM including data supporting an install and use of the application in the shortest possible time

Existing businesses can directly integrate their role hierarchy with the application enabling ventures to have zero intervention to make use of the hierarchical simulation feature

About the Client:

The Client expertise in an online clothing delivery service for men, women and kids and an ‘online personal stylist’ for fashion. Their services allow users to create a profile, complete a questionnaire and a team of stylists then handpick a box of clothes which are delivered free of charge.

Business Needs:

The Client’s requirement was to sync Salesforce with Oracle bases Order management system (which includes placing an order, cancelling the order, returning ordered products), Case management.

Challenges:

Challenge is to build a solution to resolve the case within a specified timeline by the customer care representatives. if the solution was not provided within the given timeline, then the system will escalate the case to next level in the Escalation matrix.

Also, to design a solution that allows auto-assignment of a case to the available representative dynamically and to build a web-service for syncing the Orders with Oracle and Salesforce in real-time.

Solution

We have configured Salesforce according to business requirement of the client for Person Account management, Order, Case management

We have configured the salesforce entitlements and milestones for case management to define the timeline and escalation rules. We built custom web service for syncing Salesforce data with Oracle and vice-versa using MuleSoft.

We have also integrated Qualtrics with Salesforce to get the Case-Close survey for the customers from various country on their language and also to get their feedback about the product.

Benefits:

The client is handling the case management with Salesforce very effectively and now able to maintain the data in two different systems.

About the Client

The client is US-based IT infrastructure & firewall service provider. They provide software and hardware integrated solutions to manage traffic with performance.

 
Business Needs

Sales quote information was stored in multiple systems, Zoura and SFDC,  which was leading to data sync problem. And resulting in negative impact on sales. The client was looking to migrate all the data to a single system to avoid discrepancies.

Solution

We recommended utilizing Salesforce CPQ instead of Zoura due to following reasons:

1. Salesforce CPQ is part of Salesforce family and cost efficient
2. Provides advanced UI capabilities to configure price quote
3. Allow the user to generate a quote in Word or PDF format
4. Send auto-reminder to the client for contract renewal.
5. Designed an approval process for Quote based on discount provided

The Client saw a 25% reduction in the length of their sales cycles, and 45% higher proposal volume per representative per month.