Commitment to our customers’ success and satisfaction is the cornerstone to Ad Victoriam earning the Sales Cloud Master designation – and, it just happens to be at the core of everything we do.
These days, everyone and everything is becoming smarter and more connected than ever before. To that end, Ad Victoriam’s (AdVic) commitment to our customers has been rewarded once again, this time with a coveted Salesforce® Master designation for Sales Cloud™.
The rigorous review process for this new Master designation for Sales Cloud required AdVic to demonstrate deep practice expertise with Salesforce solutions, including a detailed history of proven Sales Cloud customer success stories. This proven proficiency empowers the AdVic team to connect our customers with their consumers in entirely new ways.
What Our Customers Say
A recent Sales Cloud customer success testimonial offers insight into how the AdVic team achieved our latest Master designation: “We had little CRM experience before working with Ad Victoriam,” said Brian Williams, YANMAR America. “They had manufacturing experience so we knew they would understand our high-level needs and business model. After they performed their thorough fit/gap exercise, we moved forward with Salesforce as our solution. Their communication and project scheduling were prompt and flexible. It was a great experience.”
Salesforce Sales Cloud™ is a customer relationship management (CRM) platform. It’s designed to support sales, marketing, and customer support in both business-to-business (B2B) and business-to-customer (B2C) contexts. It includes Leads, Accounts, Contacts, Contracts, Opportunities, Products, Price-books, Quotes, and Campaigns, and is designed to be an end-to-end solution for the entire sales process.
“I am proud of the AdVic team, who dedicated themselves – through hard work – to meeting the comprehensive Sales Cloud Master requirements,” remarked Jeff Jones, President, Ad Victoriam Solutions. “We pride ourselves on providing products and services that are based on the latest technological advances to drive customer success. Salesforce Sales Cloud is such a product, as it allows our customers to sell smarter and grow their revenue.”
If your business is considering a Salesforce solution, why not find out first-hand why the Ad Victoriam Team was awarded a Master designation in Sales Cloud. We’re ready to start helping your business sell smarter and grow your revenue starting today! Fill out the quick form below, or click here!
What are the signs and symptoms that contribute to those periods when sales are slow?
The first thing to do is analyze what’s happening. Here’s where to start:
Reduced Revenue: Compare your revenue numbers year over year and then quarter over quarter. Include an analysis of product groups or service types to see where you’re losing revenue.
Reduced Profitability: No revenue drop? Look at your profitability to confirm whether it has decreased. If so, pull reports to look at expenses.
Dry Pipeline: Evaluate your sales team’s closing ratio versus last year, last quarter, and last month, which can be easily done in your CRM. Is there a percentage increase or decrease in closed won deals? If there’s a decrease, drill down into the numbers to see which reps are underperforming, variances in new lead types, marketing campaign ROI, and more.
Reduced Exposure: Check both web traffic via Google Analytics and physical on-site foot traffic. See a decline? Maybe it’s a marketing issue?
Negative Overall Business Trends: Under normal conditions, a downturn in business could be due to seasonal conditions that are affecting demand for your product or service or new competitors in the marketplace. Today, it might be the temporary downward global economic period or the current COVID-19 pandemic – affecting purchasing habits.
Every business experiences slow periods. Maybe you know when your slow periods will come. Maybe your business has started slowing unexpectedly. Either way, you are better off treating this lull as an opportunity.
With a little creative thinking and planning ahead, you might be able to generate the revenue you need during those slow periods. And, who knows, maybe in the process you’ll find a new revenue generator or two that will help your business during its busiest times, too.
Whether you have a large or small business, here are eight ways to try to keep the cash flowing when sales slow down.
1. Develop a Loyalty Program
Loyalty programs are far from a brand new idea, but they continue to exist because they tend to work. You just need to make sure you’re putting the proper time and investment into it so yours can stand out from the pack. A loyalty program can be as simple as a punch card or a more complex point system. Whatever format you use, the strategy is similar: You track customers’ purchases and reward them with a discount or freebie. This helps keep customers coming back in order to earn the reward. If possible, also build a rewards-for-referrals element into your loyalty program to incentivize customers to recommend your business to friends.
2. Offer a Freemium
Freemium is when you offer a free (limited) version of your product so potential customers get a “taste” of your product so they start to rely on your product. Once they are hooked, the goal is to convert them into paying customers when they want or need the more premium level features of your product or services. A great example of this is Calendy, a free scheduling software. You can create one event type for free, but need to upgrade (pay) for additional meetings along with other features including group events, customizable email notifications, SMS notifications, and more.
3. Consider a Complementary Service or Product
What related services or products would your customers appreciate? Perhaps you own a gourmet food store and you decide to stock it with specialized kitchen equipment or add an online ordering and delivery service. Maybe you own a landscaping company. Consider adding snow removal during winter. Or maybe you’re a summer camp owner. Consider using the winter months to rent out your facilities for conferences, weddings, and more.
No matter what, don’t just think of your primary product or service as the only asset your business has, because often your location or expertise can also generate revenue ideas. Think out-of-the-box. Even if this goes off of your original business model a bit, the fact that your business will continue to generate revenue is what matters.
4. Create Strategic Partnerships
Strategic partnerships impact revenue. Creating beneficial alliances can help you reach new markets to grow your customer base, offer new services, and improve customer experiences. It is well known that partnerships impact growth, in fact, 30 percent of IBM’s $86 billion in annual revenue is generated through alliances. Think of companies that offer a complimentary service or product to yours – one that reaches your target market – with whom you can create an alliance with. Contact them to see if they are interested in exploring ways you could work together – leveraging both your networks – to generate new customers for you both.
5. Promote Surprise Pop-Up Sales
Planned and promoted, or announced by surprise, pop-up sales have become all the rage these days, mostly driven by social media posts. The spontaneity of these sales may help keep customers coming back to your business or serving the dual role of keeping your customers regularly visiting your social media channels to find out when you’ll be having another sale—or even better if you’re having one right now.
6. Ramp Up Your Low-Budget Marketing
Are you in your slow season? That’s the perfect time to ramp up your low-budget marketing. Create and promote discounts to your mailing list and social media audience. You may want to initiate a regular newsletter or give a make-over to your current one.
Additionally, invite your customers to provide testimonials that you can highlight on your website, on your social media channels, on your review site profiles, and in-store. And, don’t forget to reward them for doing so. Also, consider coming up with a clever way to engage customers and incorporate their own content (such as selfies at your business) into your marketing.
7. Open an Online Store
If you’re not already selling online, now could be the perfect time to set up an online store – where your customers can purchase your products 24/7, without any adding a lot of overhead. Not only is it a good project for off-peak seasons, but it can also be a way to help increase sales during those times. Look into an affordable, easy-to-use e-commerce solution and get started within weeks. If your business is service-based, you could offer virtual consultations on Zoom and, as we previously mentioned, use Calendly for scheduling.
8. Find a Niche Market Offering
When it comes to ideas for increasing business during a slow period, it may be a matter of finding and serving a niche population of customers. Again, think out-of-the-box! Maybe you own an ice cream or candy shop that typically does the bulk of its business during the summer months when the kids are out of school. When business slows down, maybe you could focus on capturing the hearts of dog owners and work on developing a line of sweet treats for pups. Those new pet lover customers could then, in turn, help keep your business revenue trending up throughout the whole year.
Running your own business? It sure can be lonely, can’t it? It’s crucial that you find a network of people like you to share ideas and strategies with (are you in a group on LinkedIn that is similar to your business’ industry?). And who knows what new potential revenue sources could come from those interactions, right?
As crazy as it sounds, remember this: A slow period for your business can actually be a good thing for your sales team. You can use this time to grow better and strategize ways to increase your revenue in the future by creating a sales plan, supported by technology, which the Ad Victoriam team can help you with. Time is money, so, don’t wait! Let’s connect today! Fill out the quick form below or click here!
No two Salesforce implementation projects are the same. All are unique in their own way and to your business. Factors, such as business requirements, team composition, your expectation, methodology, and timeline, influence the project.
Fortunately, all Salesforce projects do share the same challenges, with no bias to project size or type. Because of this, it’s important to adhere to very strict internal project management and communication practices, ensuring you never lose sight of the primary project objective – implement a Salesforce Cloud or improve the current platform so it helps clients reach their business goals.
At Ad Victoriam Solutions (AdVic), we manage Salesforce® projects of all shapes and sizes – projects including complex integrations, use of third-party applications, technical or process refactoring, Salesforce implementations, and much more.
Based on our experience, here are just a few tips and tricks – suggested directly by AdVic consultants – that will help you maximize the success of your Salesforce project.
Define Your Salesforce Project Expectations
You would be surprised at how frequently we encounter projects that require further clarification surrounding client expectations. Every project, large or small, should have a few focused bullet-points aimed to define project success. This proves to be useful in an early conversation, helping all parties apply a laser focus to the project’s scope.
Document Your Current Business Processes
Arguably the most important phase of a project’s life cycle is the Discovery Phase. It’s a crucial time for your consulting partner to ask questions, learn about your business, and build a solution to eliminate your current pain-points – all within budget and scope. We find it very valuable when clients have their processes documented and pre-defined, as it reduces the time spent on Discovery and results in faster solutioning.
On occasion, project challenges introduce themselves due to delays in client communication, our inability to gather requirements from subject matter experts, and less-than-expected stakeholder involvement. Introducing a dedicated client-side liaison is essential to eliminating these challenges, as well as playing an important part in confirming the project team’s technical solutions against business expectations.
Provide Samples Reports
Often an under-utilized resource, providing samples of business-critical reports helps a Technical Team validate the proposed solution’s design against your expected output. Be sure to take advantage of this by offering your Technical Team current-state reports or mocking up future-state sample reports so you get the reports you need.
Whether it’s a Salesforce implementation, enhancement, or integration project you are mulling over, let AdVic do the heavy lifting by addressing your complex challenges through our cloud, integration, and data expertise, leaving you to what you do best – servicing your customers. Let’s talk about your Salesforce project today!
There’s a lot that goes into sales pipeline management. After all, it’s your future revenue, so it pays to keep a careful watch over it. By regularly monitoring your pipeline, you ensure that it’s always stocked with fresh opportunities. When you take the time to identify and target your ideal customer, you’re practically guaranteed to get higher quality leads. And by finding new and different ways to enrich your lead records with trusted data to get key insights, you are gaining the opportunity to personalize the buying experience for customers with relevant messaging. As such, it’s important to remember to develop a plan for nurturing lower-scoring leads and developing a strategy for taking immediate action for high-scoring leads.
So, how can you keep your pipeline running smoothly to maintain a repeatable cycle of success? Here are six tips that will help you accomplish that goal.
1. Score the Right Leads
Want to accelerate your sales pipeline? Then evaluate your leads as soon as they come in. If a lead has a serious interest, an immediate need for your product or service, and that lead has the authorization to make decisions and allocate their company’s budget, that is, without question, a well-qualified, high-scoring lead and should be inputted into your pipeline immediately.
However, spending time on just any leads will not accelerate your sales pipeline. You need to be spending your time flushing out the right leads. When you do, you avoid clogging your pipeline with deals that simply are not ready for primetime. So, if you want to increase your forecasting accuracy, your goal should be to add qualified leads into your pipeline that are actually expected to move through the process.
2. Nurture Those ‘Not Ready’ Leads
Remember that all leads are not ready to buy, so you don’t clog up your pipeline. Make it a priority to create a separate list of casual browsers and those who you know don’t expect to make a purchase in the foreseeable future. Those are the clients that should be classified as leads to be nurtured. In the end, this will speed up your pipeline sales efforts as it allows your team to focus on the well-qualified leads.
3. Execute a Well-Defined Sales Process
Your business should identify potential pain points, obstacles that may prevent sales early in the sales process. Sales Managers need to commit the time and resources to discuss the pipeline with their teams in an effort to define a good sales process and gain incremental commitments.
4. Manage the Pipeline with CRM
Along with having a well-defined sales process, Sales Managers also need to carefully manage the pipeline, an activity which is more than simply looking at daily or weekly reports. The best Sales Managers are always asking themselves – and their teams, “What can I/we do differently today to win more deals?” For starters, they need to understand that sales pipeline management is much more than simply tracking numbers. Yes, sales pipeline tracking produces reports, but good sales pipeline management also allows sales departments to drill down into the numbers to see where their actions can accelerate the sales cycle. Customized CRM software, such as Salesforce’s Sales Cloud, is what is going to give Sales Managers easy access to that data, which in turn will allow them the necessary time to coach their teams and manage their company’s pipeline.
5. Coach Your Sales Team
Speaking of coaching the sales team, the best Sales Managers use CRM reports to understand and analyze data that gives them the information needed to coach. Remember, good sales coaching isn’t just a daily “rah, rah” speech. Good coaching is drilling down into your company’s CRM pipeline reports with your team and planning specific steps for each and every deal in your pipeline.
6. Where Possible, Automate
Once up and running with a CRM, take the time to look at the various stages of your pipeline and decide which tasks can and should be automated. Automating sales activities helps in both lead scoring and in improving the sales process, ensuring that leads are not ignored or forgotten.
Remember, accelerating the sales pipeline process is about knowing which leads to enter in the pipeline and which leads to nurture. Accelerating the sales process also means defining your company’s sales process, coaching your team, and managing your pipeline.
And last, but certainly not least, the other key to achieving the sales cycle speed you’re after is in finding time-saving ways – like implementing a custom CRM – to help your team have more face time with their customers.
At Ad Victoriam, our skilled team of Sales Cloud developers and consultants are experienced in cloud computing, CRM, and Salesforce solutions, delivering proven results to small and large sales teams in any industry. We are fully prepared to help you grow your business starting today. Let’s talk!
B2B Commerce displays your product catalog in a branded eCommerce storefront and allows your customer base to place an order independently. Complex pricing models can be configured to match your current business rules and enable contractual agreement tracking for product entitlements and price points. In addition, you can capitalize on B2B Commerce’s target marketing functionality that provides customers with a tailored, engaging shopping experience. And best of all, B2B Commerce is a flexible solution that scales as your business grows.
Flexible Online Marketplace: Whether you are managing one brand or multiple, B2B Commerce can be configured to provide a uniquely tailored shopping experience to your target audience for both mobile and desktop browsing.
Connected CRM Data: Since B2B Commerce is built on top of Salesforce, you can leverage your existing Salesforce data in conjunction with B2B Commerce data to make fully informed business decisions.
Self-Serve & Automated Ordering: Put the purchasing power back in your customer’s hands by providing a self-service checkout portal that frees up your reps to focus.
Ever Changing Always Evolving: Salesforce ensures that B2B Commerce is constantly innovating and evolving to meet common business challenges as they arise.
Integration with ERP, UPS/FedEx, tax calculators, and more
Eliminate manual pricing calculations
Moving fast and reaching your goals in an ever-changing marketplace is easier with B2B Commerce. With B2B Commerce, your customers enjoy a seamless, relevant, and connected experience, while you enjoy a new sales channel powered by traditional Salesforce CRM data.
Ad Victoriam’s dedicated B2B Commerce team is ready to apply their knowledge and passion to help you migrate from a legacy eCommerce solution or start from scratch and build you your first B2B solution. Our team has the skills and expertise needed to get your branded storefront up and running quickly so all you have to do is concentrate on driving new revenue. So, let’s get started today! Fill out the brief form below, or click here, so we can talk about the benefits of a B2B Commerce solution for your business.
Watch AdVic’s Webinar “B2B Commerce: The Online Sales Advantage”
When done right, a CRM implementation (Customer Relationship Management system) can significantly improve a business’s success with lead conversions, while also performing a number of different functionalities.
In the marketing and sales world, CRM helps in nurturing leads and build better long-standing relationships with customers even before interactions with the sales team happen.
Ultimately what matters is the quality of leads that matters, not the quantity. So, instead of populating your database with unqualified leads, focus instead on how you can use CRM for lead generation and conversions by incorporating different techniques and integrating with different platforms and applications.
Let’s explore four different platforms/applications you can integrate into a Salesforce® CRM that will go a long way toward improving your lead generation process to attract – and convert – the quality leads you are seeking.
1. AI-Powered Lead Generation
Lead generation tools powered by AI (artificial intelligence) are assisting marketers to understand and find new leads and convert them. AI has enabled them to select the most valuable accounts and even decide on suitable marketing communication based on lead characteristics.
Typically, a marketing campaign could include digital ads, along with an email blast, social media posts, and possibly an event. If the campaign is effective, customers and prospects respond by generating activities such as website visits, shares, and clicks. They might also wind up filling out a form or doing something else that effectively turns them into a lead.
Today, with an AI-powered CRM using Salesforce’s Einstein™, you can not only monitor that kind of engagement but use the data to adjust campaigns even once they’re already underway. This could mean tweaking the copy in an email to appeal more to a particular segment, or boosting the reach of a digital ad because one is performing better than the others.
The big takeaway about AI working for lead generation is that it draws out the most critical insights from the Salesforce Customer Success Platform and helps deliver recommendations that power all kinds of marketing activities that will lead to conversions.
2. CRM and Marketing Automation
Lead generation is an extremely important step in any business’s growth and goals toward conversions. Automating the many steps between marketing and sales gives your team more time to focus on overall strategy and nurturing the leads that show real promise. That means more prospects and more customers.
A CRM marketing automation tool, such as Salesforce’s Marketing Cloud™, can also give you a richer, more detailed picture of potential customer behavior. For instance, you can initiate behavioral tracking methods such as following a user’s path through your website. Marketing automation software can also help your marketing team understand prospects’ interests and where they are in the purchasing lifecycle. Following up can then be customized around those specific insights.
Social media is one of the best tools for businesses to generate highly qualified and sales-ready leads that you can turn into conversions. It is a perfect place for businesses to find their targeted audiences, as well as turning them into the new sales-ready leads.
Baked into Salesforce’s Marketing Cloud is a social media tool known as Social Studio™. Here you can connect your marketing, service, and sales teams with your customers through social channels to build meaningful relationships. You can also discover what your customers, prospects, and competitors are saying about your brands.
4. Email Marketing Tool
One of the ways to fill your sales funnel with high-quality leads to close more deals is to implement an email campaign tool into your CRM. With a tool such as Salesforce’s Pardot™, you can initiate lead nurturing campaigns by automatically sending emails and perform marketing tasks based on triggers including time, user interactions, and other custom parameters.
In addition, you can respond to prospects when it matters, learn what’s happening between sales calls, and get alerts about prospect actions.
So, are you frustrated with populating your database with unqualified leads and want to better focus on how you can use CRM for lead generation and ultimately conversions? The Ad Victoriam consulting team can help you incorporate different techniques and integrate different platforms and applications that will put your business on a successful path toward more lead conversions starting today. Just fill out the form below, or click here and we’ll get right back to you immediately.
In 2020, the term “digital transformation” is more than just a buzz phrase. It’s the single biggest reason why business stakeholders need to end their nightmares with their disparate systems and implement a unified Customer Relationship Management (CRM) tool to even have a chance at meeting their business goals.
From having the ability to unlock and analyze data to delivering better-connected experiences to their employees – who in turn can offer more personalized experiences for their customers – stakeholders who implement a unified CRM are making the decision to end their company’s struggles with data across teams and systems.
But how do you – as a dedicated and concerned employee – get buy-in to implement a CRM from all of your company’s stakeholders? Well, here are some thoughts on that…
Do Your Homework
The end goal is to make “the pitch” to your stakeholders about implementing a CRM a slam dunk. So, first, go about collecting as much evidence to support why this makes sense for your company’s future growth.
Start with your sales team. Ask them: What does your pipeline look like? Do you think you are doing a good job of tracking your current opportunities? Do you feel focused on your daily outreach efforts to close a deal?
Once you have those answers, it’s time to map out the specific features and capabilities you think your CRM should have.
From there, research companies that are already using the CRM you’re most interested in and solicit feedback from them on how that system is working for them. Quiz them on what they like, what they don’t like, and what results they’ve seen from using that system. It won’t be hard to find those companies. Just look at the CRM product company’s website for a “Customer” page and randomly pick a few of their customers and reach out to them.
Some might say this is the biggest hurdle you’ll need to get over when presenting your case to stakeholders for a CRM implementation.
First, try to approximate how much your company is losing without using the CRM product you’re interested in. You can do that by going back to the “Do Your Homework” questions you asked the sales staff and do estimates from there. In particular, based on current sales data you’ve assembled, estimate a percentage of how much more a salesperson could close each month by using a CRM, and also estimate how much your company is losing over a month or a quarter by not using the CRM.
Does your company have an internal resource who will be your project champion? Will that person have the time and expertise to lead your CRM implementation?
Do you have data cleansing or migration needs that your team has the skill set to address?
If needed, is your team able to integrate your technologies (ERP or legacy system) with your new CRM platform to create a 360-degree view of your data?
Should you consider adding a consulting partner to guide you through implementation? What are the costs involved with that?
So, now that you’re armed with a plan of attack, it’s time to gather your stakeholders and make your case. How and when you do that can only be determined by your internal knowledge of the company’s culture, i.e. do you make your presentation in a formal setting or casually over a meal?
Our advice, don’t sweat the how and when. Just be sure you do your homework, weigh the costs vs. benefits, and have a well-thought-out implementation plan. And to help you with your plan, you can download our free “Justifying the Need for a Sales-Focused CRM” worksheet that will show you how to gather all the ammunition you need to convince your stakeholders. And remember: You’ve got this!
Adding a CRM can serve as a key driver of digital transformation for your company, and the Salesforce® consulting team at Ad Victoriam has years of experience implementing and integrating systems with great success. Perhaps we can help you make the case to your stakeholders about the benefits of a CRM? We’re excited to get you there! Let’s talk now!
For those of you in the payer space, congratulations! You just recently put to bed the Open Enrollment for 2019. So, how did it go?
At this early point here in 2020, you might be asking yourself several questions, including:
What can my company do now to attract new customers for the next Open Enrollment period later this new year?
What new tools and processes can we implement in the coming weeks and months that will make our internal operations and systems work more efficiently for the next open enrollment period and beyond?
Your 2020 Focus
As you begin to think about attracting new customers for your next Open Enrollment period later this year, it’s important as a payer that you also focus on guiding members along their entire care journey. Offer them a personalized, relevant, and timely marketing experience. And if you focus on those critical member experiences you are guaranteed that you will be delivering overall member satisfaction as well as retention.
Let’s explore some ways you can accomplish those goals.
Attracting New Customers
If you’re like most payers, you invested heavily in digital ads for the next Open Enrollment period in an effort to attract new customers. Use this time now to look at how your company’s ads performed and then make the necessary adjustments for when your ad campaigns will start later this year.
In evaluating your 2019 ad campaigns for 2020 adjustments, keep these Salesforce suggestions in mind:
Use your current member profiles to model the next ideal member. Create look-a-like audiences based on first-party data, as that can have a massive impact on ad spend for the 2020 Open Enrollment period.
Consider using a single view of your customers. On average, Salesforce says most marketers use 15 different data sources, yet only 47 percent of marketers say they have a unified view of their customers.
Target the right people for programs you want to expand. The goal here is to not miss out on reaching your key employer customers because you didn’t set up the right audiences.
Connect your databases with a data marketing platform (DMP), which can help you quickly identify customers and prospects and personalize content for each audience. This unified view will also help you understand who has already seen your content, so you can maximize your ad budget by making sure they don’t see it again.
AdVic Extra:Watch our recent related webinar: “Connecting Data to Transform Payer-Member Relationships”
The Connected Patient Journey
In 2020, your customers – present and future – expect more from you than just transactional emails, they expect a great brand experience. Just as important as your company’s products and services, the brand experience you offer must differentiate you from your competitors.
So, what have you done to establish a great connected patient journey? You know, those seamless customer experiences that go beyond email and happen across other critical touchpoints including mobile, advertising, the web, direct mail, sales, commerce, and service.
And one often neglected, yet important cog in the connected patient journey wheel is onboarding. The Open Enrollment period provides payers a great opportunity to understand what and does not work in the process. As an example, new members will surely have questions about your offerings and helping through the onboarding process goes a long way to keeping them happy enough to stay with you into the next season.
And don’t forget to re-engage with your existing members with your offerings as part of a continued connected journey. Communicate program changes and give them educational materials to make their healthcare journey even more personal and productive. Doing so helps them to feel confident that they are in the right program.
From attracting new customers to creating and implementing connected patient journeys, Salesforce Marketing Cloud for Healthcare Payers can help you accomplish those strategic goals and more. Want to know more? Ad Victoriam’s consulting team is ready – right now – to help you implement your secure and scalable Salesforce CRM for Healthcare solution. We will make sure you are ready to flawlessly execute throughout the 2020 Open Enrollment season later this year and beyond.
Built on the world’s #1 CRM platform, Salesforce’s Health Cloud solution is quickly becoming the new payer data model. Why? It offers a complete view of members in a single dashboard, driving productivity for service agents and clinical professionals. Simply put, the insurance market is recognizing the urgency that it needs to adapt to today’s smart, data-driven marketplace.
Salesforce® first introduced Health Cloud in 2016 to transform the way healthcare and life sciences organizations connect with patients. In 2019, Salesforce continues to expand the power of Health Cloud with features specifically built for the health insurance industry. This allows companies to engage with both members and providers in smarter and more efficient ways. Here’s how it’s done, including examples of “better outcomes.”
Transforming Business Operations
Health Cloud transforms business operations with an insurance-specific data model that simplifies the integration of systems of record — including benefits, claims, and authorizations — into one place. This drives more productivity for service agents and clinical professionals. With all member information in a single dashboard, payers are able to work faster and smarter. In addition, they better understand each member’s needs. And that includes whether they are in the call center or in the place of service, and from any device.
The Better Outcome: A payer today often needs to log into multiple systems to research different aspects of a member’s claim for an upcoming procedure. With Health Cloud, they can now see all of the member’s prior authorization and information about the procedure in one place. That allows payers to serve both members and providers quickly and efficiently.
Better Streamlined Workflows
Healthcare requests — that might include prior authorizations, admissions, and appeals — can be now be streamlined through guided, collaborative, and measurable workflows directly within Health Cloud. Agents, clinical professionals, and medical directors are able to deliver more personalized and appropriate care in a more cost-effective way.
The Better Outcome: A provider previously treated a member who needed surgery had to submit a prior authorization request to the payer. Often times that meant the provider had limited visibility into its processing. Now, with Health Cloud, the provider and member have the ability to easily view the progression and status of the request. That reduces any stumbling blocks or delays. Once a care request is approved, tasks are triggered automatically for case management based on the diagnosis or service code within Health Cloud.
Strengthen Member Engagement
With Health Cloud, payers can create customizable, interactive and highly personalized digital journeys for members, helping develop stronger relationships by overcoming barriers to care and increasing access to clinical and support services. Members can easily access their insurance plans, receive care alerts via their mobile device and connect with clinical professionals and care managers using email or text messages.
The Better Outcome:A case manager can proactively engage a member to arrange home care, rehab, and follow up hospital visits related to their procedure or service through the member’s preferred form of communication. Doing so advances their goal of driving optimal member outcomes.
Payer Educational Opportunity
Ad Victoriam recently presented a webinar for payers, “Connecting Data to Transform Payer-Member Relationships,” during which attendees learned:
How connected member data can enhance your sales potential and member satisfaction.
Ways a modern system user interface can decrease training times and enhance the agent experience – increasing employee engagement.
How to invigorate marketing when data is no longer siloed.
Interested in learning more about how Salesforce Health Cloud can transform your business operations and increase member engagement? Contact Ad Victoriam’s Health Cloud consultants quickly by filling out the form below or click here.
It’s unlikely that you haven’t heard, but to be safe, here’s a reminder: the Salesforce Lightning rollout is starting in Winter ‘20. If that fact has left you bewildered (or starting to panic), let’s clarify a few things before we get to the 9 steps to a successful Lightning rollout:
First, know that with the Winter ‘20 release (which happens in October 2019) you will still get to control who gets access to Lightning in your Salesforce instance. That means, yes, Classic will still be accessible to your users. But the fact that Lightning will be turned on in all orgs also means that you shouldn’t ignore Lightning very much longer. It’s important to begin the transition to Lightning… today. Start by educating yourself – and your team – about what Lightning is and beginning to make a transition plan using the resources available to you.
Be sure to know… Salesforce is not forcing customers to switch to Lightning. However, the future of the Salesforce user experience and platform is Salesforce Lightning. Moving forward, that means all innovations will be in Lightning Experience, so it just makes good sense to get on-board fast.
Focus on These 9 Lightning Rollout Steps
Once you have committed to switching your company’s Salesforce org to Lightning Experience, it’s time to create a rollout plan. Sure, you’ll want to customize your plan based on your specific company’s goals – and bandwidth – but focus on these Salesforce-suggested steps to make your Lightning rollout a success:
1. Run the Readiness Check. Check the Lightning Readiness Report to see which profile is the readiest.
2. Pick a “Champion.” Elect someone on your staff who uses Salesforce the most and can offer recommendations to improve the experience.
3. Give Access to Your Champion. Create a permission set with the Lightning Experience User permission and assign it to your champion. Then turn on Lightning Experience.
4. Train Your Champion. Prepare your champion to work in Lightning and remember to resolve issues quickly. Remember Trailhead is a great resource for learning.
5. Give It a Week. Ask your champion to do their job in Lightning Experience for a week. (Important: Assure your champion there’s no risk as they can always switch back to Salesforce Classic).
6. Get Feedback. Get your champion’s input on what’s good and what needs attention.
7. Fix Priority Issues: Focus on business-stopping issues from your champion and the Readiness Report mentioned in Tip No. 1.
8. Demo & Go Live! Have a Salesforce Lightning rollout celebration by inviting everyone to watch a demo and learn the cool things they can now do with Lightning. Consider these ideas for generating some excitement. Then, grant everyone else with the same profile access to Lightning Experience.
9. Rinse and Repeat. Rinse and repeat with other profiles, working your way up to the most complex cases.
Bonus Tip: Once you have granted everyone access to the Lightning Experience, create a place where you can all work together. Create a “rollout” Chatter group and invite in all of your team members involved. Using Chatter, you can share files, collaborate in context, and share relevant updates with the whole team.
It’s Not All or Nothing
Remember, moving users to Lightning Experience does not have to be an all-or-nothing process. Consider implementing your rollout in phases, leveraging feedback from your Salesforce champions as you go. But do get started today! For more guidance, check out Salesforce’s Lightning Experience Transition Assistant. You can also download their free guide, “Roll Out Lightning Experience to Your Company.”
But, if after thinking about it all and you feel you need more guidance and consulting help with moving your org from Salesforce Classic to Lightning Experience, or implementing Salesforce with Lightning Experience for the first time, Ad Victoriam, recognized for our Masters Level expertise in Lightning by Salesforce, is ready to assist. Reach us, today.