A pet supply retailer with numerous locations across the U.S. came to AdVic® with a major predicament that had actually been snowballing in recent years. Their eCommerce platform had become extremely challenging not only to maintain, but to enhance. As a result, their challenges were creating barriers hindering their growth in what has become an extremely competitive marketplace. 

What this client really needed was to be able to pivot at a moment’s notice to increase their ability to service customers quickly and be able to control their platform locally and, at the same time, digitally rebrand their business.

The Multi-Cloud Solution

The Salesforce solution AdVic implemented for our client took on a very specific four-pronged attack that also included a MuleSoft® integration.

Commerce Cloud:

• Implemented a complete digital transformation, empowering internal teams with local control over their processes, brand, offerings, and more.
• Formalized and implemented a new UX/UI design for a rebranding campaign.
• Rebuilt processes, automation, and system integrations, enabling Pet Supermarket to create their own content and manage their online presence.
• Established change management procedures to streamline and facilitate future platform changes.
• Hourly data integration updates (previously once in 24 hours) provided accurate inventory availability, while custom logic alerted the customer and blocked order acceptance of unavailable products.

Salesforce Order Management (SOM): 

• Implementation and integration of SOM with Commerce Cloud enabled the client’s team to build Split-Order Processing to manage fulfillment for two separate warehouses.
• SOM dynamically reviewed each warehouse’s inventory based on SKU. If an order included SKU’s in each warehouse, the order would split aligning with the appropriate warehouse, change order stage to “allocated” to trigger MuleSoft to process and send the order downstream through the ERP to the pick/pack system in preparation for shipping.
• Sales data visibility in SOM aggregated from three systems.

Service Cloud:

• Integration of SOM with Service Cloud placed the processing of returns, discounts and cancellations inside of Service Cloud at the agent’s finger tips.
• Case Management dashboard consolidated data provides extensive visibility in one system versus two, facilitating quality customer service and agent management.

Marketing Cloud:

• Implementation empowered the client’s local marketing team to drive website visits through the creation and executing of promotions, campaigns, and targeting and nurturing, which more than doubled eCommerce conversion rates.
• Initiation of online order email confirmations, along with FedEx tracking numbers, decreased the “Where’s my order” inquiries by 20% within one month, and that percentage continues to trend down.

Outcome

Full digital transformation of this client’s business revolutionized the way they do business and positions them for short- and long-term success. Implementation of the multi-cloud Salesforce system, integrated with MuleSoft, has provided them with updated consolidated data insights, elevated customer experiences, more than doubled eCommerce conversion rates, reduced service calls, and built a foundation for future functionality and growth.

Are you considering a Salesforce and MuleSoft integration? You will want to seriously consider a consultant who is not just interested in building your next project but wants to build your business for future success. The AdVic team is ready to start your project today. Let’s start that conversation today!

Related Resources:

More Customer Stories from AdVic

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Continued enhancements of Salesforce® keeps technology inline with business strategy – it’s a vital part of staying relevant and scalable. Knowing what needs to be done, and when, is a challenge. Here is how Polyglass stays relevant and on target. 

The Back Story

Polyglass manufactures and installs cutting edge roofing and waterproofing products that often exceed the expectations of their customers. Their unique product speaks for itself. However their underperforming homegrown system hindered their service and sales ability to excel. With manual, broken, and time consuming processes, it was time for a digital transformation. 

Initial AdVic-Led Project

In need of a solution that provided reps with efficiency, Polyglass contacted AdVic to transform their technology. To boost productivity and simplify complexities in the everyday lives of their reps, a multi-cloud solution was implemented. With the help of AdVic, roof inspection appointment times decreased a total of 75%, and reps were rewarded with flexibility when utilizing Salesforce Mobile to capture, edit and add aerial view to work orders – amongst other things – which was an overall win.

The efficient and Salesforce-focused team that is provided to Polyglass on a monthly basis, creates a flawless environment for sales to run their day-to-day operations. It allows them to succeed in their goals and to focus on the needs of their customers and contractors.

Extended Relationship Formed

When it comes to the ever-evolving world of Salesforce, updates, tickets  and customizations are unavoidable. Over the years, the AdVic team has built a genuine relationship with Polyglass, much like an extended employee. We understand the ins and outs of their business from project implementation, continued discovery, and frequent engagement. Maintaining Salesforce can be time consuming to team members, and can also waste resources and productivity. This is where AdVic comes in.

With a mighty and multidimensional tool like Salesforce, it is usual for companies to underutilize their platform. However, with actual maintenance and support from AdVic, that is not the case for Polyglass. With a combination of Salesforce expertise and an understanding of business expectations, we provide Polyglass with Managed Services that propels business for them every day. Our consultants have conducted a multitude of discovery sessions, and onsite visits that educated us on the right updates that have made existing processes faster.

Hassle-Free Enhancements

Salesforce releases new highlights three times per year where clouds are revamped with new features. As time goes by and business evolves, these features can enhance consumption by sales teams. Since Polyglass’ initial project three years ago, Salesforce improved in ways that greatly benefit their daily routine. As an example, we have updated their Field Service Process checklist and photo uploads. This once time-consuming task is now automated and less tedious. 

Our Salesforce connoisseurs understand the Salesforce platform inside and out and are certified to help you with anything from updates, to bugs, to integrations, and more. When a Conga update was administered at Polyglass, reps were empowered to send more dynamic and templated notifications to their contractors with just a click of a button instead of building out each document. 

Salesforce and MuleSoft® Managed Services by AdVic empowers Polyglass by ensuring an efficient and modernized platform. It also equips them with a partner that understands their business needs and that has the resources to execute all things Salesforce. Also, with our instruction, blogs and podcasts resources readily available, Polyglass is equipped with the knowledge to understand and use Salesforce to its full potential.

Thriving businesses are agile, scalable, and continually innovate to serve their customers. Based on industry best practices and the latest Salesforce® and MuleSoft® advancements, AdVic’s Salesforce and MuleSoft Managed Services Program keeps your cloud-based software in alignment with your processes and goals – often at a lower cost than one employee – so your business can thrive. Let’s talk about ways your business can start thriving today!

Related Resources:

Salesforce Managed Services Advantages That Control Costs
AdVic’s Thrive Managed Services for Salesforce Program – Podcast
Moving Your Business Forward with Salesforce Managed Services

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The post Building and Maintaining Relationships Through Managed Services appeared first on Ad Victoriam Solutions.

The Client’s Quandary

The AdVic Multi-Cloud Fix

• Migrated more than 200K case records/fields from multiple tables into Salesforce® after an extensive data cleansing process which significantly increased data integrity and usability.
• Configured Sales and Service Cloud enabling clients to decrease reliance on manual process for safety screenings and customer questionnaires.
• Built custom provider ranking and search functionality, which displayed best-fit providers based on geographic location (point to point rather than Zip Code-based), feedback, gender, and session allotment/utilization, etc.
• HIPAA-compliant safeguards established, including password-protected authorization sheet transfer (Salesforce to Provider), and security event monitoring to quickly detect breaches.
• Linked people records to families through Health Cloud’s Household functionality to establish patient/family record access levels based on patient permissions.
• Tailored dashboards by client to furnish service utilization data to each customer.

Introducing Service Cloud Accelerator from Ad Victoriam Solutions

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Ad Victoriam Solutions knows there is no simple answer to that question. A decision to outsource is a strategic, tactical, and financial choice. The answer to the question has to be based on your own company’s internal structure, talent, needs, and goals.

Outsourcing Considerations

Perhaps you are looking to reduce and control your operating expenses, improve company focus, gain access to expertise, or free internal resources for other purposes. And it may also be that the experienced resources within your company are hard to find or are just not available.

If, in the end, you decide that outsourcing your Salesforce implementation makes sense, the next – and most important question is – what should you be looking for in a Salesforce implementation partner?

The RIGHT Salesforce Implementation Partner Has…

The Skill Set You Need: Your partner needs to have expertise in custom development, integrations, system automation, data governance, reporting, and more, to implement any feature or functionality needed.

The Experience You Need: Your partner should possess a wide range of industry and cloud computing experience, giving them the intellectual toolbox to offer alternative perspectives proven to drive success metrics.

The Accessibility You Need: Your partner should be available to support your needs – your project doesn’t stop just because somebody goes on vacation.

The Communication You Need: Your partner should hold scheduled calls and provide updates along with demos to keep you abreast of each milestone. That way, you know exactly how your project is progressing and there are no surprises.

The Staffing You Need: Your partner should be well-staffed with a deep bench of certified Salesforce professionals – able to handle multi-cloud systems and integrations – ensuring that your implementation project remains on target.

Ad Victoriam Solutions, a top recognized Salesforce Consulting Partner since 2014, checks off all of the implementation partner boxes above, and more. Our passionate and knowledgeable team of certified Salesforce professionals across the country is standing by to accelerate your successful implementation project starting today. 

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