Building a strong consumer engagement is something that businesses can never miss out on! you can’t miss out on. No wonder enterprises today are adopting Salesforce to enhance business processes. But do you know? By making intuitive customizations you can achieve a lot more in your Salesforce environment, apart from the out-of-the-box features.
In this success story, we enhanced our client’s connected customer experience by helping them switch to an all-encompassing CRM application (Salesforce). In Salesforce we deployed various custom solutions to help them cut across business units and provide a more intuitive customer experience.
The best part is our client was able to switch to Salesforce in an incredibly short period of time, without compromising on their existing business activities.+
Get to know about our client:
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Our client is a renewable energy service provider that harnesses solar power to create sustainable energy. Being an industry leader for more than a decade, our client has shouldered a huge responsibility to help the masses adopt an affordable and sustainable energy solution to light up their living.
From agriculture and small-scale industries to commercial and residential projects, our client has touched upon various arenas with their innovative energy solutions. Apart from Solar water pumps and rooftops, our client also manufactures Light Emitting Diode (LED) bulbs, which are an energy-efficient and safe alternative to incandescent, fluorescent, and halogen bulbs.
They have around 950+ stores across nations including Australia and India, that sell their solar power panels and lighting solutions. Because of the increase in awareness among people to adopt sustainable energy alternatives, our client has now ventured into providing end-to-end energy-efficient lighting solutions for residential and commercial business spaces.
With this vast operation, our client was not able to effectively manage their customer engagement. Their existing homegrown systems did not support them in streamlining their complex sales processes.
- Since their existing CRM was customized to serve specific functionalities, they couldn’t achieve business flow across various operational units.
- They were not able to get clear insights into the customers and their sales history. For example, they did not know how many customers have purchased both their solar panels and lighting accessories.
- Since all the communications were happening in silos, they were not able to cut across business units to provide a personalized customer experience.
- Our client has implemented a website to help users purchase products, schedule demos, record queries, and feedback. As the queries were updated to the team manually, the customers were not able to receive a timely response.
Our client was on the verge of achieving a new business milestone, and to overcome all these roadblocks, they wanted to leverage Salesforce.
The client chose AVASOFT salesforce consulting to meet their business requirements!
Our Salesforce experts at AVASOFT thoroughly analyzed the client’s business environment and came up with feasible Salesforce adoption strategies.
- After validating the data in the source system, our team leveraged bulk API to easily migrate their data to Salesforce.
- Our CRM experts organized the client’s sales pipeline based on the multiple levels of business scenarios they were handling, so that they can get clear insights into the customers and their purchase history.
- We performed the required customizations to eliminate silos and to ensure continuity across various business units.
- To resolve the time-lapse in responding to the queries, our experts wrote custom APIs and routed the comments and feedback to Service Cloud.
Business gains for the client:
- Because of our extensive knowledge transfer and real-time training sessions our client was able to adopt Salesforce in an incredibly short period of time.
- Our intuitive pipeline enabled the salespeople to get a 360-degree view of their customers and helped them provide a more personalized customer experience.
- After integrating their website with Service Cloud, our client was able to quickly resolve the pitfalls in their services.
- Our custom Salesforce implementation has enhanced the client’s consumer engagement and operational efficiency by 52% and 25% respectively.
