Productivity Accelerated Using Multi-System Integration

Salesforce Multi System Integration Image

PRODUCTIVITY ACCELERATED WITH A

MULTI-SYSTEM INTEGRATION

Real challenges demand real solutions. That was the quandary the Client was in when they turned to Ad Victoriam (AdVic) for their multi-system integration solution.

The Client is recognized as one of the largest authorized agents for Verizon Wireless. Their nationwide operation employs more than 5,000 employees in 700-plus stores. Their commitment to the communities and people they serve is what they feel sets them apart, and they attribute their success to customer satisfaction.

The Challenge: The Client realized that their disconnected sales and service systems could no longer support their fast-paced growth. They were using an outdated Excel method to manage their sales and service data, alongside RingCentral, the system that managed their calls. It was becoming painfully apparent that they needed an integrated system. They needed a system that detailed and related their operational data to enable its management to drive the business in today’s fast-paced competitive world, based on comprehensive data.

The Salesforce Integration Solution

After extensive analysis, AdVic put in place a multi-system solution that included implementing and integrating Sales and Service Clouds with RingCentral CTI and the Client's existing ERP to provide in-depth insights not previously experienced. In addition, AdVic utilized both Sales and Service Consoles to present the data in an easy to view tab formation to accelerate productivity and visibility into prospect and customer records.

Further, a RingCentral CTI integration synced call/text activities into a custom built Salesforce object and used routing tools to funnel callers to the appropriate team member based on data in their record. To further drive customer satisfaction and prospects to close, the callers record now pops up putting the data at the agents’ fingertips as the phone rings. Since the Client needed this same functionality available to their field-based reps, AdVic also deployed CTI functionality for mobile, increasing the velocity of sales and support services even while the reps were on the road.

To round out the project and deliver maximum benefit, the AdVic team built easy-access dashboards, backed by custom reports, to empower management as they target areas for improvement, and drive productivity, sales, and customer support services.

Integrating your systems helps you gain access to transformative data that drives sales performance. Find out more, register for our upcoming 20-minute webinar filled with information and a live demo.

Integration Solution Snap Shot

Salesforce Sales Cloud
Salesforce Service Cloud
Salesforce Mobile

Lightning UI
CTI 

Back Office 

Salesforce Increases Productivity by 20%

Salesforce Implementation Increases Productivity

One way to make travel wishes a reality is through the purchasing of timeshares, which allow people to own a share of a unit within a vacation resort. A leading travel company in the timeshare space, has delivered memorable experiences for more than 30 years. They have a strong platform for resort network growth and product flexibility for vacation owners. Behind the scenes, though, the company was struggling with backroom efficiencies and they reached out to Ad Victoriam Solutions (AVS) to right their ship.

The Business Challenge

The Client relies heavily on their representatives effectively working inbound and outbound calls to create opportunities, schedule tours/reservations, and manage their timeshare owner needs at their four call centers. After a thorough analysis of their needs, AVS concluded that the functionality offered in Salesforce.com and Salesforce Lightning would effectively support the Clients’ more than 1,200 users.

The Salesforce Solution

AVS migrated the Clients’ org from their legacy platform to Salesforce Sales and Service Cloud in Lightning, and then integrated it with their three CTI (Computer Telephony Integration) solutions. This solution had a profound impact. It reduced their service workforce by 20 percent, reassigned two data specialist positions, and decreased opportunity and customer attrition.

Customer Service Salesforce

How we Did It

The AVS team reduced the Client’s three-step service process to a one-step solution by migrating their custom objects to their new org. This, along with the Lightning enabled Kanban views and in-line editing significantly improved ease of use and productivity.

There’s more. The integration of the Client’s CTI solutions enabled automated retrieval of callers’ records when the phone rings, during outbound click-to-dial, and it ensured do-not-call list compliance. AVS also replicated of one CTI solutions’ functionality in another helping the Client avoid an excess of $100,000 in new licensing fees.

Not quite don’t yet, the AVS team exported, updated and migrated more than 2,000 reports into the client’s new Lightning interface creating unified dashboards. This migration empowers management with visible depictions of company insights, leaving AVS with, yet, another customer now working more efficiently and concentrating on their bottom line.

Want to learn how Salesforce can help your organization work more efficiently? Contact us to explore your options, get in touch today or email CustomerService@AdVictoriamSolutions.com.

 

Related Information: 

Why Companies are Switching to Salesforce Lightning (Video)

Salesforce Lightning: Top Productivity Features (Blog Article)

 

 

Salesforce Lightning: Top Productivity Features

Salesforce Lightning Productivity Enhancers-min

Productivity is important to all businesses, especially those with limited human and financial resources. Here are a ton of Salesforce Lightning features that propel productivity. Let’s get right to it!

Make Your Homepage More Actionable

  1. Rich text areas provide a place for admins to quickly and easily share information with their end users.
  2. Approval items keeps its functionality from classic, but gives it a facelift.
  3. Embed the dashboards and charts from Lightning and Einstein Analytics right on the home page! Bring the whole dashboard or a specific report charts so you’re only showing critical data.
  4. A new Lightning feature, Key Deals, serves up a sales person’s most important opportunities so your busy sales people can quickly get to what they care about.
  5. Chatter still has its own tab in Lightning, but it can now be embedded on the homepage for quick access.
  6. Most productive feature, is the new Assistant homepage component which searches through Salesforce to find overdue or ignored activities and opportunities so your sales person never loses track of a deal again.

Check out a visual representation of the features listed above in this homepage:

Salesforce Lightning Home page

There are so many fun things to do with your homepage! Components are available on the AppExchange, can be custom built, and more become available with every release. That said, try not to cram too much on the page, make sure you have the most important items that help guide your users to what they need to get done.

Streamline Your Salesforce Lightning Records

  • Choose any pick list on any object to easily show users where they are along a process by using Path functionality.
  • Finding duplicates has never been easier. Potential duplicates show up on records so the data problems can be fixed on the spot by the users.
  • The out of the box News feature lets your reps keep up to date on the latest activities for their accounts, leads, and contacts.
  • Tabs allow you to prioritize the content on the screen and logically organize your data.
  • Related lists are now more robust, including viewing a single related list in a section or using an accordion style display to save real estate on the page.
  • Related Records makes an admins life easier. Instead of replicating data from a parent record through formulas, they can use a quick action to easily show key information.
  • Best of all, the page layout can change based on a profile, record type, or even data points. Lightning allows page variations so you can see exactly what you need, when you need it.

Related Lists

Salesforce Lightning Related Lists

Custom Opportunity Page Layout

Salesforce Lightning Opportunity Page Variation_Report Chart

And, there’s more! Similar to home pages, you can embed report charts, list views, flows, components / visualforce into your record page. This automation enhancement makes users able to complete their job in once place.

View More with the New Robust Task Tab

Cool new Task Tab removes viewing restrictions for tasks. You’re no longer limited to using a record, report, or the classic homepage component. The Task Tab also allows you to build custom views.

Salesforce Lightning Tasks Tab

Too many Lightning productivity boosting features and functions to mention here. Want to know more about how your company can benefit from Lightning? Watch a 20-minute recorded webinar where we demonstrate productivity examples that are convincing people to switch. 

Salesforce Lighting Webinar_

 

 

Related Articles on Salesforce Lightning: 

Why Business Leaders are Switching to Lightning

Salesforce Lightning: What to Do Before you Switch

 

Salesforce Lightning: What to do Before You Switch

On Button Salesforce Lightning

Our three-part Lightning Experience series continues with things to consider before you push the switch button. In part-one, we shared four reasons why switching makes sense for growing businesses. Now that you are thinking about switching, there are things you need to consider before your push that button.

Find Out if You're Ready for Salesforce Lightning

Best way to find out if your organization is ready, is to take the Lightning Experience Readiness Assessment. You’ll receive a personalized report that details what needs to be done to prepare for the change. It may indicate that your Salesforce platform is ready for the Lightning Experience or that there is work to be done prior to launching Lightning for your users. We can review your report with you to help guide you on next steps.

To run the report: <Set Up>, click in the <Lightning Experience Migration Assistant>, click <Check Readiness> tab, click <Check Readiness> and follow the prompts. Your report will be sent to your inbox within a few minutes.

Salesforce Lightning Readiness

Make a Salesforce Lightning Migration Plan 

The results of your Lightning Readiness Plan provides you (and/or your Salesforce partner) with baseline information to develop a strategic Salesforce Lightning migration plan. Your partner then conducts an in-depth discovery of your system and business objectives. As a result, they develop a detailed technical roadmap enabling them to deliver the solution your business needs to reach its goals.

Create a User Adoption Strategy

Switching to the Lightning Experience is a great way to increase and refresh Salesforce engagement. Treat your switch to Lightning as a “new” launch of your Salesforce platform. Here are 6 unique cool ideas for generating excitement. After reviewing, create your new adoption roll out plan and then work your plan. Be sure to make adjustments based on how well users are adopting Salesforce Lightning.

Want to Know More?

Want to know more about how your company can benefit from Lightning? Watch a 20-minute recorded webinar where we demonstrate productivity examples that will help you decide if switching is right for your business. 

Salesforce Lighting Webinar_

 

Related Salesforce Lightning Articles:

Why Business Leaders are Switching to Lightning

Salesforce Lightning: Top Productivity Features

 

Why Business Leaders are Switching to Lightning

Salesforce Lightning over skyscraper (1)

There’s a lot of excitement (and questions) around switching to Salesforce Lightning from Classic. Is switching to Lightning worth your time and resources? This is the first of three articles we’ve written as part of our Lightning Experience series to help you decide and prepare. Let’s get started with four reasons why switching to the Lightning Experience may be right for your business.

Reason 1
New Salesforce Functionalities are Primarily in Lightning

Salesforce releases new features and functions three times per year. While Salesforce does continue to provide updates to its Classic version, each release is chock full of exciting new functionality options for the Lightning Experience, many of which are not available in Classic. Two productivity features examples that are only available in Lightning:

  • Start your day with an intelligent home page. The new fully customizable “Assistant” functionality provides a quick, but in-depth, view of what’s trending in your business. The Assistant provides the metrics that are important to you so you can stay focused and quickly move your business forward.
  • If your team struggles with process consistency, the new “Path” feature will be a winner for you. It enables Salesforce to guide your team through a particular business process, from lead entry to a sale – or any process that is important to your business.

Reason 2
Content, Webinars & Trailheads will focus on Lightning

The greatest Salesforce attribute is that it continually evolves to deliver more features and more functions so businesses reach their goals. With their future focus on supporting the evolution of the Lightning Experience for customers, those who don’t switch will surely miss out on the potential Salesforce affords.

Salesforce Lightning Mobile

Reason Three
The ​Lightning Experience in Salesforce Mobile

Not much to say about this reason, except for… new easy user interface for your team = awesome!

Reason Four
Flexible Lightning Interface Improves User Adoption

  • Add Rich Text to Lightning Pages to provide and highlight helpful information and training tips to your end users.
  • Leverage the Tab and Accordion components to present the most relevant information to your users, while hiding the ‘noise’ they don’t always need to see.
  • Incorporated Quick Actions and Flows into Lightning pages gives users quick access to automation features.

 

Salesforce Lighting Webinar_

Want to know more? Watch a 20-minute recorded webinar where we will demonstrate what to do before you switch. And, if you are interested, it would be our pleasure to help you determine if the Lightning Experience is right of for your business. Simply complete the form below for a Free Discovery Call – no sales pitch, we promise!

 

 

Related Salesforce Lightning Articles:

Salesforce Lightning: What to Do Before you Switch

Salesforce Lightning: Top Productivity Features

 

Salesforce Lightning Improves Data Visibility

Salesforce Integration Customer Story

It wasn’t the first time it had happened. A team from one division of a leading provider of regulatory and compliance solutions for the finance industry, went to see a major client. As the team members waited for the meeting to start, the meeting before theirs ended and the participants walked out of the conference room. To everyone’s surprise, the previous group was a team from another division of the same company. Both teams realized that the experience was a symptom of a bigger issue, and it was time to make some changes.

The Problem
“The Client started as a general compliance services group founded by former SEC regulators. Then, over time, the company expanded to 12 divisions through a series of acquisitions. It was fast-growing and increasingly more diversified in its product offerings. But with such fast growth came fragmentation,” explains the lead Ad Victoriam Solutions Salesforce Consultant. “The divisions were not able to talk to each other because they didn’t have a single platform through which to do that.”

The Client approached us to solve that problem. The AVS Salesforce consulting team reviewed the Client’s systems and recognized that the company didn’t have a universal sales or marketing process in place. Every division essentially worked independently, and the company as a whole was not taking advantage of the opportunity to cross promote its products to customers. The Client needed a way to bring all of its efforts under a single platform so every division in the company—from cyber security to performance—could see what the other divisions were doing.

The Solution
The Client did have an existing data system in place, but it was difficult to use, and employees were not invested in learning how to make it work better. Ad Victoriam Solutions started from the beginning, encouraging the Client to create a paradigm that identified what products each division offers and to whom the company sells. The AVS team built out a robust data solution based on the information using the cloud-based Salesforce Lightning CRM; the objective was to open up the lines of communication between the company’s divisions, increase data sharing and visibility, and by making workflow more intuitive.

To further streamline the Client’s cross-sell initiatives, Ad Victoriam suggested that the company select one account representative from each division to be notified by the system anytime a product or service is sold and added to an account. Previously, multiple people within a division would receive e-mails regarding sales activity, making it difficult to follow any back-and-forth interactions among team members and divisions. However, Salesforce’s functionality allows all communication to be tracked in one location, and with one designated point person per division, it ensures that the status of an account will be accurate. “It automated the mundane,” the AVS Salesforce Consultant observes.

Ad Victoriam developed a unique structure in Salesforce Sales Cloud for the Client, working closely with the Client to discover and create business processes that it didn’t have and provide a framework for best practices. The system is now up and running, and the Client’s more than 200 employees have grown to understand the power of the Salesforce CRM platform, including its ability to provide real time feedback on reporting and the opportunity to automate document, proposal and contract generation in the future. The solution keeps everyone on the same page and ensures that everyone is always aware of the latest data, it’s a new level of transparency. Ad Victoriam Solutions incorporated the latest features of the Salesforce Sales Cloud into the system, allowing the solution to be enhanced as new tools became available.

“We used features that were released in the middle of the project. We could do that because we understand Salesforce Lightning and use it in the way that it was intended,” AVS Salesforce Consultant says. “We created a single system that’s scalable - customized at just the right level for the Client so it doesn’t require constant intervention from us, while enabling the solution to evolve as business needs change. Now, the Client knows what it can do to enhance businesses processes, and the company’s divisions can work really well together for many years to come.”

 

About
Ad Victoriam Solutions Salesforce Consultants work as a dedicated, innovative team of problem solvers, taking on your technology challenges. We are Salesforce cloud and data consultants who customize our approach to suit your processes for increased efficiency, accelerated productivity and scalability.

If Salesforce Sales Cloud is not empowering your business the way you need it to, or if you are interested in leveraging the power of Salesforce Lightning, you need an experienced partner. Ad Victoriam is not only a Salesforce Gold Partner, but we also earned the Salesforce Lightning Masters designation. Contact us to learn how we can help empower your business. 

 

Ad Victoriam Achieves Salesforce Lightning Masters

Salesforce Masters in Lightning Post Header

ATLANTA, GA – (April 12, 2018) Ad Victoriam Solutions, a cloud computing consultant and Salesforce Gold Partner, today announced it has achieved Salesforce Master designation for delivering expertise in Lightning.

“We are thrilled that Ad Victoriam Solutions has achieved a Salesforce Master designation for delivering expertise in Lightning,” said Don Lynch, SVP, worldwide alliances, Salesforce. “Salesforce Master partners, such as Ad Victoriam Solutions, have passed a rigorous review process and have proven expertise with Salesforce Lightning.”

Today, everyone and everything is becoming smarter and more connected than ever before. To help customers succeed, Ad Victoriam Solutions has achieved a Salesforce Master designation in Lightning, providing deep practice expertise with Salesforce solutions, including a demonstrated history of customer success. This proven proficiency empowers Ad Victoriam Solutions  to connect their customers with their consumers in entirely new ways.

“I am proud of the Ad Victoriam Solutions team who worked hard to meet the rigorous Lightning Masters requirements. We pride ourselves on providing products and services that are based on the latest technology advances to drive customer success. Lightning, powered by Salesforce, is a powerful advancement.” Jeff Jones, President, Ad Victoriam Solutions

“Ad Victoriam is a true partner. They engaged with our team, assessed our needs quickly and built us an effective Lightning platform that aligned our sales team and Salesforce with company processes. As a result, we experienced a significant improvement in data quality enabling us to make smarter business decisions.” Gopi Pajjuru, Salesforce Business Analyst of North Highland Worldwide Consulting.

Salesforce Lightning Masters

Salesforce Masters are system integrator or consulting partners recognized for their practice expertise for a specific Salesforce product or industry. A designation within the Salesforce Partner Program, Master partners must achieve specific goals and delivery objectives, as well as drive customer success with multiple, validated Salesforce implementations.

 Salesforce and others are trademarks of salesforce.com, Inc.

About Ad Victoriam Solutions

Ad Victoriam Solutions, a Salesforce Gold Partner, is a cloud computing and data consultant. Ad Victoriam Solutions partners with people to solve their critical business and technology challenges – quickly, simply and efficiently. They believe it is not just about implementing, integrating or even upgrading technology for a business. It’s about understanding each clients’ business processes so they can use their expertise to create long-term solutions that expand clients’ capabilities and multiplies their business growth. Contact us for all of your Salesforce needs.