Sales Cloud for Success

January 19, 2020

What we did

Our client was looking to move from an old on-premises CRM to Salesforce Lightning Cloud solution. With a contact centre of around 30 outbound agents and a national field sales team of 15. We implemented a new greenfield Salesforce org in under four months.

The project timescales included capturing the new business requirements, re-engineering the current processes, designing the new system, migrating the data, undertaking a pilot and rolling out the system and training for all the new staff.

During the process, we integrated a new telephony system with Salesforce utilising ‘click to call’ and call recording. Integrating DocuSign allowed all proposals to be sent electronically and tracked through Salesforce to completion. We also implemented a B2B marketing automation solution Pardot and a mobile solution.

The Results

The new system provided far better visibility to management on the sales pipeline from appointments to tracking the value of new business. Implementing the system on a mobile app for the field sales team created instant updates. This process change increased resource efficiency and improved the customer journey significantly.

The new dialing system increased call rates and email integration allowed all notes to be automatically updated in the system on the customer record with consistent branding and messaging rather than being spread across word documents and emails on different agents PC’s.

The introduction of Pardot allowed marketing campaigns to be personalized allowing the client to drive more inbound inquiries and drive more qualified leads reducing the cost to acquire new customers.

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