8 Benefits of Moving to the Cloud

8 Benefits of Moving to the Cloud

With the cloud, end-users and your teams are able to access software and applications from wherever they are, using the device of their choice. They can work from anywhere.

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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Rethink Your Approach to CRM Integration

Rethink Your Approach to CRM Integration

For a lot of businesses, their approach to technology comes in fits and starts. They’ll add one program but still be reliant on outdated or time-consuming processes for some essential piece of the day-to-day. Or they have a bunch of different tech pieces that have been purchased and integrated all at different times, making the whole system working together a really difficult hill to conquer. That messiness can extend not only to processes but to departments, too, where one area works with one approach but it doesn’t integrate seamlessly with another. And that can be a time waster and a frustration builder, but a customer relationship management (CRM) integration could solve all that.

It’s essential to think about integration, especially when it comes to a CRM. That forms the backbone of your business and is the place from which a lot of seamless, efficient processes take place. What does that look like? This graphic explains it.

Click CRM Image Below To Enlarge


Rethink Your Approach to CRM Integration

Via Salesforce

 

Did you know that Ad Victoriam Solutions, a Platinum Salesforce Partner, was just named a Top CRM Consultant?

Contact Ad Victoriam to learn how our team can help your company with a custom CRM integration solution.

 

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Be More Productive on the Salesforce Platform

Be More Productive on the Salesforce Platform

Day in, day out… we do the same things hoping that it will get easier next time. What’s the reasoning behind it? Well, “we’ve always done it this way!”

Common Productivity Destroyers

Operations teams that handle tasks manually (spreadsheets, paper, etc.). Have you seen that row of filing cabinets? These departments especially would benefit from innovation and automation. Visualize a system that captures data and creates visual dashboards displaying pertinent, real-time data with one click.

Sales teams who look up prices, add discounts to proposals and then wait for a manager sign off. Hopefully, the prospect waits until the quote gains approval before signing on with a competitor. Visualize an automated quote generator that populates the right prices, discounts and alerts management that a quote is ready for their one-click approval.

Marketing teams want to tailor their messages. Unfortunately, most teams don’t have access to comprehensive data in one system. This makes personalized messaging difficult and less effective. Visualize empowering your marketing team with a 360-degree view of the data so they can target the right leads with the right messages.

Manual day-to-day tasks, siloed data, and antiquated processes slow down projects/revenue, are riddled with redundancies, and create frustration. Us innovators and improvement seekers don’t like to settle and are driven to evolve and advance.

So, how do you achieve this vision? You do this with the Salesforce CRM Platform.

The Salesforce CRM Platform

The Salesforce CRM Platform is the number one application development platform that lets you build tailored functionality. Now, every department in your company is more productive. To do that, Salesforce has a suite of tools from Sales Cloud to Service Cloud to Einstein Analytics that:

Empower Everyone with No Code
Anyone can solve business problems fast using drag-and-drop tools, without writing a line of code. Develop Apps with Pro-Code
Focus programmatic developers on the highest value initiatives like building Lightning Components, which are reusable blocks of code that admins can drag-and-drop into applications. Accelerate with Enterprise Services
Ensure governed and compliant app development that seamlessly connects disparate systems.

And remember, when you bring data into Salesforce as an app, you also get powerful built-in services that make your data and your departmental processes more secure thanks to identity, security, and access controls. You also get collaborative tools such as Chat baked right in, as well as reports, search, dashboards, and so much more. And don’t forget that everything you build on Salesforce is mobile ready.

Intelligent Insights with Einstein

Another highlight of the Salesforce Platform is Einstein Analytics (formerly known as Salesforce Wave Analytics). Einstein provides access to intelligent insights into your departmental data. Here’s what you can do:

  • Take action on insights infused into any business process in Salesforce
  • Easily build, customize, and extend analytics to meet the needs of your business
  • Make smarter decisions with AI-powered discovery, predictions, and recommendations

Therefore, it’s just a fact that people move faster, work smarter, and live happier when small innovations are introduced into their day-to-day lives… Innovations like connecting the Salesforce Platform to your business’ back-end ERP for a 360-degree view of your data.

Ad Victoriam Solutions – a Salesforce Platinum Partner – can help your company solve small or complex problems and revolutionize the way you do business. We go beyond the obvious to uncover each businesses’ true mission and develop in-depth strategic plans. Think of us as a long-term partner, because that’s how we view all of our relationships out-of-the-gate.

So, why not get in touch with us today? Let us show you how our suite of Salesforce Consulting Services can help every department in your company be more productive.

 

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Manufacturing Efficiencies Advanced with Salesforce

Salesforce CRM for the Manufacturing Industry

Polyglass has been a leading manufacturer of roofing products in Europe since 1960. The company introduced its products and technology to the United States in 1992. Since then, they have grown to be a leading manufacturer of roofing membranes and coatings for low- and steep-slope applications and currently employ nearly 5,000 workers.

The Business Challenge

Successful as they were on the global manufacturing stage, Polyglass was struggling with managing its roofing inspection process. They needed new technology to automate their processes, thus their reason for reaching out to Ad Victoriam Solutions (AdVic).

When Polyglass came to AdVic, they were utilizing an underperforming, homegrown system, which required extensive, time consuming manual input of data. Their representatives were taking pictures with their phones and logging their information in their personally created Word templates. Afterwards, they would email their findings to the home office. Polyglass needed a solution that increased productivity and simplified the complex work order creation process. Polyglass also wanted a portal within which their office and field-based teams could seamlessly communicate.

Salesforce Implementation Results

After careful and extensive technical analysis of exactly what Polyglass needed, AdVic created a strategic roadmap outlining the optimal course of action to implement Service Cloud with Field Service Lightning, Community Cloud, Salesforce Mobile, and Salesforce’s Lightning Experience. Here's what AdVic accomplished:

  • Decreased roof inspections appointment duration by 75 percent.
  • Created functionality to capture, edit and add aerial rooftop photos to work orders.
  • Customized the platform so customers can log claims and the service team can create cases to facilitate quick resolutions.
  • Enabled Mobile to allow field-based tech reps to provide demos and input data immediately for quicker transfer of leads to sales.
  • Provided in-person user adoption trainings for their nationally based team members to transition users from the homegrown system to one single robust platform.

Related: Watch our manufacturing focused on-demand webinar (with a demo).

 

SalesforceDataManufacturingWebinar_Image_Feb19

This is just one of our manufacturing success stories. We understand that our business has its own unique challenges. Ad Victoriam digs into the details to provide a unique, scalable solution that meets the intricate needs of each user group as well as the needs of the overall company. If you would like to discuss your challenges, send us your information below.

 

Customer Loyalty Increases Revenue: Tools for Success

Customer Loyalty Salesforce Service Cloud

The clothing I purchased online was beautiful. Unfortunately, I ordered the wrong size. I wanted to return the shirts, but there was no return label inside the package. (Hmmm?) Strike one. I waited on customer service hold for about 8 minutes and was told they could only mail me a return label. (What?) Strike two. Waited two weeks, no label. After two more calls, I received it. (Ugh) Strike three. Simply including a return label in the package would have greatly improved my customer service experience. Will I be one of their loyal customers? Nope.

What is the difference between keeping your customers loyal and them flocking to your competition? Many studies conclude that it’s good customer service.

Customer Service that Increases Customer Loyalty

Good customer service is defined by the customer. It is not based on what we believe is good customer service, but instead based on what they perceive is good service. The good news, Salesforce Service Cloud can help improve your customer’s experiences based on actual consumer perceptions.

4 Common Customer Service ComplaintsSalesforce Service Cloud Tools
82% say that getting their issue resolved quickly is the number one factor to a great customer experience.  LivePerson

 

Case Escalation Rules. Today, we all want answers now, no one likes to wait. Case Escalation Rules ensure cases are addressed in a set time period and can even be based on the level of urgency. Rules can also be enabled to alert management of unresolved cases.
26% of consumers have experienced being transferred from agent to agent without any resolution of their problem.  2012 Global Customer Service Barometer

 

Case Queues. Segmentation of customers by issue, priority, and type is easy with case queues. Segmentation funnels each case to the customer service representative with the skill set to address the customers’ specific issue. This means, your customers won’t be frustrated by explaining their issue to multiple reps.
Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%). eConsultancy

 

Live Chat. Live Chat facilitates speedy responses improving your customers experiences. And, it can provide information that speeds purchasing decisions. Best of all, Live Chat content syncs right into Service Cloud so agents don’t have to manually enter the data.
67% of users prefer self-service support, with 91% saying they would use a knowledge base. Zendesk

 

Knowledge Hub. Servicing customers where they want service is important. For those who prefer to research their own answers, a perfect self-serve option is Knowledge Hub. It is a library of articles and FAQ’s that provide best practice information along with ways to resolve common issues. It is an efficient self-serve option.

Fast, effective customer service, when and where your customers want it, improves customer service in the eyes of your customers. Consider what "good service" means to your customers. Then, develop a customer loyalty strategy that will keep your customers happy longer. For many industries, a long-term customer is worth 10 times their initial order. Reach out to a Certified Salesforce Service Cloud consultant to see if Service Cloud can help your business grow.



Salesforce Service Cloud Enriches Experiences

Hi Rez Logo Salesforce Service Cloud

When Hi-Rez Studios, one of the fastest-growing video game developers in the country, came to Ad Victoriam Solutions, it had two main goals: to improve its customer service experience for current players and to boost its marketing efforts to increase long-term player engagement. Both objectives were ambitious, as Hi-Rez boasts more than 40 million players between its two flagship online games. The company not only needed to have fast access to an array of player-based information, but it also needed data analytics and wanted to use that data effectively.

"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.”

Fill in the form below to learn how we can help you improve your customers experiences and enhance your marketing. 

Customer Success Stories: Lightning Service Cloud Console Solutions for International Sporting Goods Company

Salesforce Service Cloud

Overview

The company is a lifestyle brand based out of Japan that sells shoes, apparel, and equipment for sports such as running, golf, baseball, volleyball, golf, etc.

  • # of Employees: 201-500
  • Location: Norcross, GA
  • Industry: Sporting Goods
  • Go Live Date: 1/30/2017

Ad Victoriam Solutions recently teamed up with a lifestyle sporting goods brand to help create more efficient business processes and provide them the tools they needed (Lightning Service Cloud) at exactly the right time.

Continue reading the case study to learn which tools we employed to accomplish this goal.

The Story

An international retailer that sells sporting goods came to Ad Victoriam Solutions with a problem. After a purchase, they offer their customers a way to communicate any issues or returns to their Customer Service department.

They were using the Oracle application for ticket tracking. However, due to the application’s unmanageability, they were looking for a much-needed change.

The Challenge

Oracle was very clunky and didn’t give them the reporting features they desired. Oracle’s user interface was ugly and they needed a better and more efficient way to track customer issues.

We installed a brand new Salesforce Org and the Lightning Service Cloud console for their customer care team. Because they had Salesforce Professional edition, they could not use standard object person accounts.

Our Lightning Service Cloud Solution

AVS implemented Salesforce Service Cloud solutions to track returns or product issues submitted via their website form that integrates to customer cases.

Due to the standard functionality of an account being required, we engineered automation that would create a contact and account record at the same time; therefore saving the end user time by not having to create the account and only needing to create the contact record. This ensured they could continue their current B2C process utilizing the standard Salesforce application.

In addition, we also migrated their existing data from Oracle, integrated their existing live chat application with the Service Cloud console. We configured web to case to receive data from their existing website form and built operational reports for tracking. We also designed service cloud console Macros for their repetitive tasks to increase efficiency.

Solutions provided:

  • Lightning Service Cloud Console
  • Service Cloud Macros
  • Live Chat Integration
  • Operational Reports & Dashboards
  • Process Builder Automation
  • Data Migration

The Value/Results

The employee experience is greatly enhanced by AVS’ services, enabling the client to create more efficient processes such as faster queue routing and providing them the tools they need at exactly the right time.

They are now able to close cases quicker and provide more personalized customer care support. Along with this, management is able to track the KPI metrics of their support team and evaluate their success at reaching targets.

Yet again, our happy client discovered that AVS can tackle any technology challenge. Contact us to learn how our enterprise technology consultants can help your business leverage the full power of your business cloud solutions.