Project: Salesforce Sales, Service and CPQ implementation
Start date: May 01, 2019
Company/Industry: SME drone manufacturer
Description: Complete digitization/automation of existing manual, Excel and paper-based processes to enable seamless tracking of leads to sales and generate more revenue globally
Approach:
Initial requirements gathering with design thinking session
Proposed phased project delivery approach based on requirements to accelerate ROI
Bi-monthly roadmap review to confirm priority business elements to support short-term business needs
Provided guidance based on industry best practices
Achieved Success:
First Phase
Organization started using a CRM system
Sales Team used Sales Cloud to capture Leads, convert them into Contacts/Accounts, and create Opportunities
Implemented a structured Sales Pipeline process from Lead capture, and moved from “Qualification” to “Closed Won” Deals
Business Volume Forecasting
Outcomes:
Immediate visibility on customer base, contacts, prospects, current deals and statuses
Efficiency gains by having the Sales team collaborating on simultaneous deals
Ability to Forecast business volume by Year, Quarter, Month and Region
Second Phase
Moved product support and service team to Service Cloud, to efficiently manage customer cases within contractual SLAs
Automated business operations process into Salesforce
Created Partner Portal to collaborate more efficiently with Resellers on Deals
Outcomes:
Improved customer support – Support team was able to react immediately to region-segmented support tickets by having access to all customers’ interaction history and current and past contract information
Efficiency gains by having the business operation team working together with the Sales and the Service teams under the same tool experience to fulfil customer needs
Improved customer experience by having a portal to collaborate in real-time with Resellers on Deals
Third Phase
Implemented Salesforce CPQ to increase Sales process efficiency and pricing controls
Implemented CLM to support contract negotiations and subscription management
Implemented Salesforce Surveys to gather customer feedback
Integration of Sales Orders with ERP system
Outcomes:
Efficiency gains by having automated controls and approvals on products’ prices and discounts, avoiding mistakes on deals
Standardized quote documents to reduce errors and redundant tasks
Centralized repository for all contract agreements and renewal automation
Visibility on customer satisfaction and reportability on SLAs
Automation of order fulfilling directly to Product team without manual data entry
