Has your customer support team been feeling overwhelmed lately? Are you having issues with keeping pace with the rate of incoming inquiries from customers? You’re not alone in that. Countless businesses, particularly those from manufacturing, retail, healthcare, and high-tech verticals, face similar issues.

The Power of Salesforce Service Cloud

Salesforce Service Cloud can power your company to effectively manage customer support with limited resources. Like a superhero’s sidekick, it automates tasks for the support team, provides valuable insights, and empowers agents to deliver great customer experiences.

Automating the Mundane

Probably the biggest benefit of Service Cloud is that it automates routine tasks-for example, assigning cases to the right agent, automated email notifications, and even urgent case escalations. This way, your agents can save time for more complex issues and improve overall efficiency.

AI-Powered Support

Artificial Intelligence (AI) is changing the face of how interactions with technology are handled, and Service Cloud will not be left behind. Through AI-driven chatbots, such as Salesforce’s Agentforce, customers’ simple inquiries such as password resets or their order status can be taken care of 24/7 and take a load off your agents. This will also enhance customer satisfaction since answers will come quickly and accurately.

Case Management, Simplified

Service Cloud offers strong case management to track customer issues and resolve them as efficiently as possible. You will be able to create cases, assign them to agents, and then monitor these cases through to completion. You maintain a center where case management will make sure no customer inquiry falls through the cracks.

Real-World Benefits

Using Salesforce Service Cloud, organizations can achieve the following benefits:

• Improved customer satisfaction: Quick responses, personalized support, and effective resolution of customer problems keep customers happy. (Salesforce)
• Increased agent productivity: Automation, AI-powered tools, and streamlined workflows empower agents to handle more cases in less time. (Salesforce Trailhead)
• Better decision-making: You have real-time insight into customer trends and support performance that lets you make decisions based on data. 
• Reduced operational costs: Automation and gains in efficiency can result in remarkable cost savings. (Forrester Report – Download)

Summary: A Bright Future of Customer Support

Service Cloud is more than software; it’s a groundbreaking solution to change the attitude your company takes when it approaches the realm of customer support. Power-driven functionality, including automation, AI-powered tools, and case management intelligence, will redesign support operations. Automation handles mundane routine tasks and frees up time for dealing with higher complexity. AI-powered chatbots (Agentforce) can instantly help customers 24/7, thus taking the load off your agents by reducing response time and ensuring accuracy in the process. Case management tools make sure no customer inquiry falls between the cracks, making it easy and smooth for both the customer and the support staff to operate.

More than just operational improvements, Service Cloud gives your company the ability to deliver outstanding customer experiences, building loyalty and trust. It works: higher customer satisfaction, higher agent productivity, and lower operating costs. For businesses in resource-stretched industries such as manufacturing, retail, healthcare, and high-tech, Service Cloud gives them a strategic edge.

How AdVic Can Help

Salesforce’s Service Cloud can benefit businesses of all shapes and sizes if correctly implemented into your organization, and AdVic’s certified consultants will learn your business and skillfully guide you through the entire implementation process, and even get you up and running within weeks, not months with our Service Cloud Accelerator. Let’s get to work today!

*Images courtesy of Salesforce.

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After successfully leading several large-scale projects to help medical technology company Outset Medical evolve key capabilities within Salesforce Service Cloud, Ad Victoriam Solutions (AdVic®) was recently invited to participate in an RFP to help them migrate from another third-party marketing automation platform to Salesforce Marketing Cloud. 

Regarding the process, Outset’s Senior Director, Information Technology Isaac Stockwell remarked, “AdVic demonstrated clear domain expertise throughout the RFP process and embraced a true partnership approach to meet Outset’s needs relative to scope, schedule, and budget.”

Challenges Faced

Before implementing Salesforce Marketing Cloud, Outset’s legacy marketing automation platform lacked key capabilities around multi-channel digital marketing campaigns and the ability to build highly engaging customer journeys.  Additionally, integration between Outset’s marketing automation platform and Salesforce was limited, creating challenges with lead management, scoring, and nurturing, as well as limitations around digital engagement with existing customers.

Building Trust and Confidence

From the initial setup, AdVic’s leadership and expertise fostered trust. 

Specifically, Stockwell stated, “As we exited our acceptance testing and it became clear we had achieved a truly integrated solution (with Salesforce CRM), the team felt reenergized and confident heading into the last mile.”

Solution Impact

AdVic delivered a comprehensive solution encompassing lead capture, Salesforce CRM integration, robust automation, and engaging customer journeys. This resulted in:

• Efficient lead management: Intelligent lead routing streamlined processes and supported handoff to sales.
• Enhanced customer experience: Outset gained the ability to create highly segmented, engaging customer journeys. 

Exceeding Expectations

Outset’s Stockwell gave AdVic glowing marks on expectations, commenting, “AdVic worked diligently, sometimes seemingly around the clock, to meet a highly aggressive timeline.” He went on to highlight how we:

• Met tight deadlines: The team worked diligently, ensuring a smooth launch despite a demanding timeline.
• Combined technical and business expertise: The lead consultant’s unique skill set proved invaluable for the project’s success.

Knowledge Transfer and Adoption

The AdVic Team’s knowledge transfer approach was crucial for Outset’s long-term adoption and success. 

Stockwell added, “AdVic’s depth of expertise on the platform and thoughtful approach to knowledge transfer was apparent in training curriculum and sessions that were well organized and highly effective in conveying technical information appropriately for both technical and business resources.”

Enjoyable Collaboration

Asked what Outset appreciated most about its collaboration with AdVic, Stockwell pointed to:

• Accountable Team: AdVic took ownership and met commitments throughout the project.
• Transparent Communication: Clear and open communication fostered a positive working relationship.
• Efficient Process: The project management framework provided clarity and transparency.

Summary:

Outset Medical’s partnership with AdVic resulted in a successful migration to Salesforce Marketing Cloud, addressing challenges that included a solid data security plan and driving positive business impact. The experience was highlighted by trust, expertise, and a collaborative spirit, making it a true success story.

How AdVic Can Help

In the dynamic landscape of healthcare technology, Outset Medical sought to enhance its capabilities through a strategic partnership with AdVic, and our team can start helping your business today too by crafting the right Salesforce technology solution. Schedule a free consultation now.

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As a consumer, you want your questions answered and your issues resolved quickly, so you can go about your day. Calling and emailing is often time consuming and can leave consumers feeling frustrated.

A fast efficient customer service option? Chatbots. Chatbots are computer programs designed to simulate conversation with human users, typically over the internet. 

In this article, we’ll explore the benefits of using chatbots in business and offer tips for creating an effective chatbot experience. And Salesforce users, if you were to activate a chatbot inside your Salesforce Service Cloud platform, you could provide quick and accurate responses to customer inquiries, reduce the workload on human customer service representatives, and improve the overall customer experience.

The Business Benefits of Using Chatbots 

24/7 Availability

One of the main advantages of using chatbots is that they are available 24/7. This means that customers can get answers to their questions or concerns at any time of day or night, even when a live agent is not available. This allows businesses to provide a high level of customer service without needing to staff their customer support team around the clock.

Increase Customer Satisfaction

Chatbots can help increase customer satisfaction by providing instant responses to customer inquiries. Customers appreciate quick and accurate responses, which can lead to positive experiences with your brand. By providing fast and efficient service through chatbots, you can exceed your customers’ expectations and create loyal fans.

Cut Costs

Using chatbots can also help businesses cut costs by reducing the need for live agents. While some inquiries may still require human intervention, many common queries such as password resets or order tracking can easily be handled by a chatbot. This frees up agents’ time for more complex issues while reducing payroll costs.

Data Collection and Analysis

Another benefit of using chatbots is that they can collect data from customer interactions that can be used for analysis. This data includes frequently asked questions, common complaints, and more. With this information, you can identify areas where your business needs improvement or where additional training may be required for your staff.

Tips for Creating an Effective Chatbot Experience

Now that we’ve explored some benefits of using chatbots in business let’s talk about how you can create an effective chatbot experience for your customers.

Be Clear About Your Chatbot’s Capabilities

It’s important to set clear expectations about what your chatbot can do so that customers don’t become frustrated when it cannot answer all questions or handle all requests. Make sure that you clearly communicate what types of inquiries your bot is equipped to handle upfront.

Use Conversational Language

To make interactions with your bot feel more natural, use conversational language rather than technical jargon where possible. Consider adding light-hearted jokes or helpful tips throughout conversations with users – keep it friendly!

Create Shortcut Commands

Creating shortcut commands helps users quickly access specific features or obtain information without having to navigate through menus manually. Shortcuts like “Order Status” or “Contact Support” allow users easy access to the functions they need without having to type out full phrases each time they initiate a conversation with your bot.

Summary

Chatbots are becoming increasingly popular due to their ability to provide fast and efficient service around-the-clock while also saving on labor costs for companies who utilize them effectively. By following these tips on creating an effective chatbot experience you will ensure consistent quality service is provided without sacrificing human touchpoints within interactions between customers and company representatives alike.

AdVic® knows chatbots, and we’re ready to help you step up your customer service experience with a Salesforce® solution. Reach out to our experts, who can start devising a plan for your business today!

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Enhancing Customer Experience Through Digital Transformation

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Chatbot Use Case Story (One-Click Download)

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As your business expands and opportunities increase, you’re most likely seeking solutions that enable your business to grow. A common barrier to growth is the utilization of technology that fails to scale with emerging needs. Eliminating technology limitations accelerates progress – especially when it relates to servicing customers, everyone’s number one priority. 

For some start-ups,  Zendesk may be an initial option due to it’s a quick fix, low-cost help desk ticketing system approach. But as business and the need for smarter, faster, and more personalized service delivery grows, organizations commonly migrate from a “help desk” approach to a full-service relationship management system such as Salesforce Service Cloud. 

Salesforce Service Cloud vs. Zendesk

When you are weighing the decision of whether or not to make the migration leap from Zendesk to a Salesforce Service Cloud solution, you are most likely doing it because you see the need to take your customer service to the next level. Sure, with Zendesk you have a competent self-service support system with multi-channel support (email, chat, phone, social media), as does Salesforce Service Cloud. But the boost you get from implementing Service Cloud – helping users engage across all channels, boosting loyalty, and increasing retention – cannot be matched. And don’t forget that while Zendesk boasts around 800 apps to extend its features and functionality, Salesforce has more than 5,000 enhancing apps.

But overall with Salesforce Service Cloud, your team will be able to incorporate vital CRM data and connect to your entire workforce, allowing them to put their focus where it matters most — on the customer.

Meet AdVic’s Service Solution Accelerator

Whether you are currently using Zendesk, another platform, or are new to service technology, Ad Victoriam’s out-of-the-box Salesforce Service Cloud Accelerator solution (with or without a Zendesk migration) will improve customer service delivery and propel satisfaction within weeks. 

Salesforce Service Cloud transforms how your team goes about servicing your customers: 

• An AI-powered system that routes cases to the “best fit” agent, speeding resolution. 
• Nearly limitless report building capabilities resulting in your ability to monitor, manage and track KPIs by agent, teams, or the business – reports that suit your specific needs.
• Schedule reports run to hit your inbox as often as you need. 
• Access to a 360-degree view of your customers including a case history timeline enabling agents to provide individualized service to each customer.
• Automation of simple repetitive tasks – so agents can focus on resolving the issue, not updating fields. 
• Connects with all Salesforce products and as previously mentioned, more than 5,000 feature enhancing apps to tailor the system to your unique process and goals. 

Customer satisfaction shouldn’t be an afterthought. When you’re ready to increase your customers’ level of satisfaction through the delivery of smart, fast, and personalized care, reach out to AdVic’s Salesforce Service Cloud experts to see if it’s time to switch from Zendesk to Salesforce Service Cloud. Simply fill out the form below, or contact us here today.

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• Adding a loyalty program to an e-commerce platform can increase average order quantity by 319%. 
• 79% of consumers say loyalty programs make them more likely to continue doing business with brands. 
• 39% of loyal customers will spend more on a product, even if there are other less-expensive options available. 

These are some of the reasons why a manufacturer – that develops and sells market-leading brands to consumers globally – was desperate to create a comprehensive, efficient, effective, and revenue-generating rewards program. 

Their Top Barrier?

They lacked the technology to support their initiative. They knew it was time to abandon their laborious and unproductive processes – and integrate more tools with their only system (Salesforce Marketing Cloud) so they could fulfill their vision. This is when they partnered with Ad Victoriam’s Manufacturing Consulting Team, who guided them toward the data and system solution that now delivers the rewards program experience they wanted (and needed) for their customers. 

Team AdVic’s Solution

In our quest to meet this client’s growth needs, the AdVic Team implemented Salesforce’s Sales Cloud, Service Cloud, numerous apps, and re-configured Marketing Cloud. Here are the specific steps taken: 

• Implemented and integrated Sales Cloud, Service Cloud, Conga, 8×8 phone system, Facebook, Star Points, ZenCraft, and more, with their Marketing Cloud platform, which also replaced their homegrown CRM.
• System replaced the utilization of a six-seven member team from a third party call center with three new hires, significantly reducing cost.
• Integration with the Clients website replaced Merkle, a batch data processor, which was expensive, cumbersome and provided week-old data.
• Coupon redemption management created through flows to monitor and reject coupons based on duplicate utilization and when custom reached coupon limits.
• Designed and integrated store location functionality to provide customers with “store nearest you” information based on their exact location.
• Implemented with Star Points ZNY Rewards to track points based on rewards points rules such as “add 15 points for birthday.”
• Built flow-based inventory system, supported by FIFO, creating picklists configured based on warehouse layout (Conga), and shipping labels (ZenKraft).   
• Custom-built journey through Marketing Cloud triggering emails during the product purchase lifecycle and to drive rewards program engagement.
• Tailored Service Cloud and Lightning Component to manage product claims expediting case resolution.
• Replaced Excel spreadsheets and sticky notes with attractive and actionable reports and dashboards.

Looking to build loyalty? Let’s talk about setting up a rewards program focused on multiplying product purchases and repeat customers – based on your business model. Ad Victoriam’s certified Salesforce® consultants are ready to take the journey to success with you. Let’s talk today! Just fill out the quick form below and we’ll get right back to you!

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Marketing Cloud Connect gives marketers the ability to utilize the Standard and Custom Objects for Salesforce right within Marketing Cloud. Some of the top Use Cases for utilizing your Salesforce Data within Marketing Cloud are via the use of Journey Builder. Journey Builder within Marketing Cloud allows for amazing customization and automation of guided messaging and updates for the benefit of your target audiences.

Journey Builder Example Use Cases

Once you have connected your Marketing Cloud instance with Salesforce utilizing the Salesforce best practices seen here, you are set to fully utilize the Salesforce Journey specific activities and entry sources.

Pro Tip: If after you successfully set up the Connector to Salesforce within Marketing Cloud, and you do not see the Salesforce activities in the Journey Builder Canvas, submit a support ticket with Marketing Cloud support and they will enable it.

Salesforce Data for Journey Builder Entry Source
One of the biggest Use Cases for using Salesforce Data as a Journey starting entry source is for a Welcome Journey. Since Salesforce Data Entry looks for any new records created and or updated from Salesforce, it is a perfect trigger point to send newly created Leads down a series of welcome emails to introduce them to your story.

Salesforce Campaign Entry Source

Does your company use Salesforce Campaigns to drive marketing goals? The Salesforce Campaign Entry source for Journey builder will allow you to send newly created Campaign Members down a journey when they are created/or added to a specific Salesforce Campaign.

Decision Splits

Within Marketing Cloud Journey Canvas there are some very powerful flow controls and one that really helps tailor your journey to target specific leads or contacts is the Decision Split. When Marketing Cloud is connected to Salesforce, the Decision Splits have all new power to look at the related Objects based on your Journey Entry Source.

If you are sending new Leads created in Salesforce down a Welcome Journey, and you want to split the Leads into paths based on the live Lead Status in Salesforce, you can do so with the Contact Data > Salesforce Data.

On the Decision Split, select the Contact Data Attribute and drill into the Salesforce Object you are looking to reference. Once on the Object, such as Lead, select the field to make decisions from. The Lead Status is a great field to send different emails based on their status in the sales path. Using Decision Splits to effectively route your subscribers down targeted paths is a great way to personalize their communication journey.

Sales and Service Cloud Journey Activities

Once Salesforce is connected to Marketing Cloud within the Journey Builder Canvas, you should see nine Sales and Service Cloud Activities. These Activities directly update or create records in Salesforce. These Activities are an extension of the workflow automation found within Salesforce and they leverage similar wizards to set up powerful automation options.

Additionally, some of the Top Sales and Service Cloud Activities are the Task, Object Activity, and Campaign Member.

Task Activity
A top Use Case for the Task Activity is to use it to notify a Sales rep or Salesforce user to take action based on interaction within a Journey. For example, you can send a subscriber an email using the email send option in Journey Builder, then set up an Engagement Split to monitor if the subscriber opened or clicked on a certain call to action in the email. If the subscribers did click or open the email, you can place a Task Activity to create a Task in Salesforce on the Salesforce Record to have a sales rep give the contact a call to follow up on the sale.

Object Activity
The Salesforce Object Activity Journey Builder Activity allows marketers to create new Salesforce Objects right from a Journey Path. These Objects include Standard and Custom Objects. An example of how this could be impactful is that you could create a scoring system based on if a subscriber opens an email. Create a Custom Object to track points and create a point record on the Contact or Lead and use Salesforce to summarize these related records. There are many other Use Cases to create Salesforce Objects from marketing, and the possibilities are endless or maybe just limited to the Salesforce Objects you have.

Campaign Member Activity
Marketing Cloud does not have a native way to link Journeys together. However, insert Salesforce Connector and you instantly have the ability to add the Salesforce Activity: Campaign Member. When you add this Activity to a Journey Path, it allows you to create a Campaign Member and assign that subscriber to a Salesforce Campaign. You can then use the Salesforce Campaign Entry Source to send that newly created member down a new Journey, thus connecting Journeys for even more automation potential.

Looking to gain a competitive advantage over the competition through automation? Salesforce’s Marketing Cloud can benefit businesses of all shapes and sizes if correctly implemented into your organization, and Ad Victoriam’s certified consultants will skillfully guide your business through the entire implementation process. Let’s get to work today!

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When you prioritize customer service in every interaction you have with a customer, you earn their trust, build lasting relationships, and give your company a competitive advantage that’s second to none. But the question is, what can you do that will help you get – and maintain – that competitive advantage?

Across every channel — whether it’s email, phone, chat, messaging, self-service, IoT or in-person — Salesforce® Service Cloud enables companies to put the customer at the heart of every service moment and deliver personalized customer experiences.

Let’s take a look at a few ways implementing a Service Cloud solution can help you to deliver smarter customer service with a 360-degree view of every customer.

Connected Workspace Solution

The path to offering a better customer experience is as simple as a better service agent experience. Start by arming your team with Service Cloud’s Omni-Channel console (see image below), built-in productivity tools, automation, AI-powered next-step recommendations, and a unified 360-degree view of every case detail and customer interaction. When you do, your team can automate routine tasks and solve cases faster, and tailor support to match each customer.

Case Management 

When it comes to case management, the goal is to ensure consistent and accurate customer support. You get there by routing the right case to the right customer service agent every time. Agents will also get customer activity updates and alerts when an action is needed, guaranteeing the right level of service. And with that 360-degree view, every customer interaction appears in a chronological timeline. In addition, every voicemail, email update, knowledge article, or any other information about a case appears in the agent’s news feed.

Knowledge Management Solution

When it comes to knowledge management, a Service Cloud solution empowers your customer service agents to help customers find the answers to their questions across any channel through a centralized knowledge base.

And if it’s a self-service solution you’re interested in, you can embed knowledge articles right into your website or mobile app, plus instantly answer customer questions using artificial intelligence-powered chatbots to recommend articles.

Service Analytics

As a manager, wouldn’t it be great to know everything that is happening within your customer support operation any time, anywhere, and from any device?

As part of Salesforce Service Cloud, Service Analytics helps your customer service agents make more informed decisions in every customer conversation by giving managers the ability to embed analytics right into the agent workspace. This allows agents to work faster using prebuilt dashboards that automatically populate your CRM data. Managers also gain visibility into the business operations with case volumes, agent and mobile worker activity, chatbot performance, and backlog analysis.

And we haven’t even scratched the surface of how much more Service Cloud can do to enrich a better manager to service agent to customer experience. It’s a platform that scales with you, and the Ad Victoriam consulting team is anxious to show you more.

Oh, and did you know Field Service Lightning (FSL), which can seamlessly integrate with Service Cloud, helps businesses get more out of their field service operations? FSL creates optimized routes for field techs, helping complete the customer 360-degree view and connects you to your customers.

So, are you ready to up your customer service game? We’re ready to create a strategic plan just for you, just click here.

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Here are just three of the reasons why a Salesforce® Field Service Lightning (FSL) solution could be the answer to your struggles.

1. Field Service Route Optimization

With Route Optimization, you can set up work rules that can be defined as a yes or no to prevent a rule violation. Utilizing service objectives allows you to weigh different goals based on the determined importance. Examples would be: Will this make the person work overtime or not? – or – Is this person in the same area or not? – or – Who is the fastest person that can get there? Do you want this job to be done ASAP or can it wait?

By using answers from the questions above, you can define a scheduling policy. This policy is applied to an optimization request. The optimization runs and looks at every possible way to route the different resources and their jobs. That can mean either switching the jobs around for that single field tech, or you can create another scenario for the day and optimize everything that is going on for that particular day.

2. Ease of Work Order Creation

By integrating FSL with Service Cloud, imagine an issue comes in such as a person calling to say, “My water heater is broken, I need help.” That creates a case and logs it. From there, a support agent can – with just one or two clicks – create a work order. From that work order, the dispatcher can see that it’s an emergency issue and assign a field tech quickly and get them en route to the customer. The system makes it easier for the customer to get support, quickly, creating a great customer experience.

Another benefit of work order creation is the ability to look at a customized Gantt chart (pictured, below). With this tool, dispatchers can see what’s been assigned to specific field techs and can look on a map and see where those techs are as well as the jobs they are assigned.

3. Utilizing the Mobile Device

Using a mobile device within Field Service Lightning, your field techs can stay in constant communication with the dispatcher. This allows the dispatcher to push updates or new jobs to the tech. They can also get more information on their jobs, and gather required signatures acknowledging that the work they performed was completed.

In addition, you can customize flows and processes that your field techs can walkthrough. You can also upload images if something needs to be documented.

The best part? Field techs don’t have to worry about connectivity issues when using the mobile device! If they are working in places like a basement, there is an offline mode where they can still enter their information and save it, and then when connectivity returns – either WiFi or data – what they entered will be uploaded to Salesforce automatically.

Watch our “Optimize Your Field Team’s Schedule” webinar below!

Bonus Benefits of Using Field Service Lightning

Having done numerous FSL implementations, Ad Victoriam customers – from the manager perspective – tell us that they really like being able to see how their workforce is being utilized. Salesforce can calculate the utilization based on a person. As an example, say one of your field techs is 80 percent utilized this week, so you decide that you need to optimize their route and assign that tech more work so he’s closer to 100 percent utilization.

From a dispatcher perspective, they like being able to color code different jobs and see status update color changes on the Gantt chart and quickly react to any “red flags.” Dispatchers tell AdVic consultants all the time that their ability to see everything in one view is the biggest plus of their using FSL.

Are you looking to take your company’s field service performance to a new level? Talk with one of Ad Victoriam’s certified Salesforce consultants now by clicking here.

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Watch the AdVic webinar – “Optimize Your Field Team’s Schedule” – to learn how to create scheduling policies, work rules, and objectives to drive productivity that will result in minimized travel time, overtime and costs, and much more.

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If your business has yet to tap into the power of the cloud, these eight benefits of cloud computing should change your mind.

Reduce Expenditures, Increase Efficiencies

Migrating to the cloud reduces – and in many cases – eliminates the need for your business to purchase equipment and operate out of a data center. Now, you are seeing significant savings on hardware, facilities, utilities, and other expenses required from traditional computing. You will also reduce the need for on-site servers and expensive software, trimming your IT budget further.

Flexibility

The cloud gives you and your employees the flexibility to work from any location. Employees can complete their tasks at home or from the field. This is particularly valuable in an era when employees desire flexibility in their schedules and work environment. You can also reduce the number of workstations in your office and allow some employees to work from home, further saving costs.

Increase Collaboration

Cloud-based workflow and file-sharing applications give your teams the ability to work together more easily and efficiently. Employees can make real-time updates, see what other team members are doing and communicate effectively. This level of collaboration speeds up projects and improves customer service.

Disaster Recovery

Hosting systems and storing documents on the cloud provides a safeguard in case of a disaster. Man-made and natural disasters can damage equipment, shut off power and paralyze critical IT functions. Supporting disaster recovery efforts is one of the important advantages companies attain when they move to the cloud.

Data Security

It’s just a fact that storing data on the cloud is safer than storing it on physical servers and in data centers. Think of it this way, a breach of security on your premises can lead to compromised data security if laptops or computers are lost or stolen. However, if you have data on the cloud, you can immediately delete any confidential information remotely or move it elsewhere. It’s also a fact that breaching security protocols on cloud platforms is difficult.

Document Control

The more your employees and partners collaborate on documents, the greater the need for tight document control. Prior to the cloud, you and your employees sent files back and forth as email attachments to be worked on by one user at a time. More often than not, that ended as a mess of conflicting file content, formats and titles. However, when you move your business tasks to the cloud, all files are stored centrally and everyone sees the one up-to-date, true version of the file or document.

Automatic Software Updates

With your servers off-site and in the cloud, your hosts take care of them for you by taking charge of regular software updates – including security updates – so you don’t have to worry about wasting time maintaining the system yourself. That leaves you free to focus on the things that matter, like growing your business.

Compliance Needs

If your industry, for instance, is healthcare or financial services, ensuring data compliance is essential for your business. Moving operations to the cloud ensures that your business is using cloud-based tools and services that are already compliant, helping to remove some of the burdens of compliance from your IT team.

No doubt there are many more benefits of moving to the cloud that are not listed here, but these are some of the big ones.

Ad Victoriam has helped bring big changes to businesses all across the country. Contact us today to learn how we can help your business migrate to the cloud with little-to-no impact on daily operations, but a serious boost to your bottom line.

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“The challenge was finding a solution that would scale to their level and allow Hi-Rez to have diverse contact management and marketing capabilities,” says James Rogers, Principal at Ad Victoriam. “The team quickly identified Salesforce Service Cloud and the Salesforce Marketing Cloud as the ideal solutions for Hi-Rez. The key was to approach Hi-Rez Studios’ requirements in two stages, first customer service, then marketing.”

Salesforce Service Cloud
For customer service, Hi-Rez needed to provide customers with a way to submit tickets regarding billing, technical and game play issues; it also had to have a single system for processing that information so cases could be resolved quickly. Hi-Rez already had a portal in place through which customers could fill out an online form to start cases, but it lacked a streamlined way to work with that information efficiently. The Ad Victoriam Salesforce consulting team decided that Salesforce’s Email-to-Case solution was the perfect option because it could integrate easily with Hi-Rez Studio’s existing user portal. Ad Victoriam partnered with Hi-Rez to build out the integration of the portal with the Salesforce Service Cloud, and now the two systems work together. “When a customer submits a case, it is captured and pushed into Salesforce,” the Ad Victoriam Salesforce Consultant explains. From there, customer service reps can communicate with players to get issues resolved in a timely manner. What’s more, Salesforce can help Hi-Rez make sure that the system is not creating duplicate users from one person who plays both of the company’s main games; each player remains as a single contact regardless of which games in which they participate. Salesforce Marketing Cloud
The same customer-centric thinking was applied when Ad Victoriam built out the Salesforce Marketing Cloud to enhance Hi-Rez Studio’s marketing efforts. In the past, Hi-Rez used Oracle’s RightNow service for its marketing initiatives. However, it was expensive and difficult to use, and Hi-Rez needed another option that would fit its specific needs. “The nature of gaming is that people will play for a bit and then never play again. They need an incentive to play more often and play up to higher levels of a game,” James notes. He added, “Hi-Rez wanted to be more interactive and engaged throughout the marketing process. So, within the Salesforce Marketing Cloud platform, we wanted to do a couple of things. The client wanted to teach their players on an ongoing basis by providing sessions about how to do everything from store the images they create to how to create journeys within the games. They also wanted to be able to send follow up emails to contacts about new features, discount codes and more.”

One of the biggest challenges was ensuring that players who enjoy both Smite and Paladin are not inundated with e-mails from the company, making the ability to look at each player as a single contact that much more important. On the flip side, if players only play one of Hi-Rez’s games, they need to be segmented out and receive communication about their preferred game alone. The customizable nature of the Salesforce Marketing Cloud lent itself to this requirement beautifully. And now that Hi-Rez has seen Salesforce’s—and Ad Victoriam’s—capabilities, the work to improve its processes continues.

Game On
“Hi-Rez now has game play information at their fingertips that is critical for their customer service and marketing strategies. And once we got going, the client realized all of the different things they could do, so we are working with them to prioritize their new needs and functional requirements,” James says. “We are now in phase two and helping them to continue refining their abilities.”

“One of the best parts of this project has been the ability to work with multiple platforms and integrate everything into a single solution,” James concludes. “For both customer service and marketing, data is now flowing through a single platform. We’ve implemented a system that works seamlessly for the client.”

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