Multi-Cloud Integration Improves Customer Experience

Multi-Cloud Integration Improves Customer Experience

A leading behavioral health company that focuses on chronic to acute health conditions recently contacted the Ad Victoriam Solutions Multi-Cloud Team because they were in desperate need to enhance their internal team efficiencies, while also finding a way to improve their customer experiences. They did their homework and found out about our deep multi-cloud experience, and our years of expertise with EAP’s (Employee Assistance Programs).

The Client’s Quandary

This health sector company’s difficulties centered around their inability to work efficiently and effectively with their legacy case management system. They knew it was holding back their productivity, as it was clunky, slow, and required a lot of work arounds, plus it also had search and security limitations. They reached out to Ad Victoriam, not just based on our multi-cloud experience, but for our expertise with EAP’s.

The AdVic Multi-Cloud Fix

Implementation of Salesforce’s Health Cloud™, Sales Cloud™, and Service Cloud™, plus Shield Platform Encryption & Event Monitoring, along with the integration of phone and chat apps, made a significant impact on their business. AdVic’s resolution specifically included:

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

Ad Victoriam’s multi-cloud Salesforce implementation and integration consultants empower organizations with custom planning that gets you the most out of your full suite of business applications. Think a multi-cloud strategy will work for your business? Let’s find out!

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AdVic & VMware Provide Tech Solution for Georgia Nonprofit

AdVic & VMware Provide Tech Solution for Georgia Nonprofit Blog

Gwinnett County, Georgia-based nonprofit HoPe (Hispanic Organization Promoting Education) was the recent recipient of an in-kind technology contribution that will help them grow their mission and better serve their student members and alumni of the program. The organization, which mentors and empowers Hispanic high school students in the Atlanta, Georgia, area to graduate high school and attend college, currently has chapters in 66 high schools in 21 school districts, serving over 3,500 students and graduating over 1,100 students annually. With this contribution, HoPe thinks they can serve even more and expand their geographic footprint.

The AdVic / VMware Solution

This pro bono nonprofit project was a collaboration between our greater Atlanta, Georgia-based Ad Victoriam Solutions team and the Atlanta VMware team. We worked in tandem to analyze the current business processes used by HoPe, and then leveraged technology solutions to streamline and automate a lot of their day-to-day operations. 

Utilizing VMware’s expertise in cloud infrastructure and technology, along with AdVic’s expert knowledge of the Salesforce® platform, our teams were able to give HoPe a 360-degree view into their nonprofit. 

As a result of this in-kind contribution, HoPe is now transitioning out of Google Sheets to track their activities, campaigns, and members (potential, current, and alumni) through Salesforce, allowing them to automate items like marketing campaigns, volunteer drives, student sign-ups, and student engagement. 

For the Greater Good

Ad Victoriam team members were participating in this project on behalf of The Victory Project, which connects nonprofits that are new to the Salesforce nonprofit ecosystem with members of their consulting team to streamline operations and help nonprofits do more with less. As a certified B Corp, AdVic also offers every employee forty-hours of annual paid volunteer time and is a leader in the communities they serve. 

Similarly, VMware team members participated in this project as part of the company’s Good Gigs project, which invests in employees’ leadership development through pro bono service learning. Good Gigs is a part of the VMware Foundation, the corporate social responsibility arm of the company that offers every employee 40 hours of paid volunteer time off, match employee charitable contributions, and believes in the mantra of “we are all citizen philanthropists.” 

If you would like to learn more about how your company can become a Certified B Corp, AdVic’s recent three-part blog series has all the information you need to succeed: Part 1Part 2Part 3. You may also find this recent AdVic B Corp/Corporate Social Responsibility webinar helpful, too. Still have questions? Reach us here.

 

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When Outsourcing a Salesforce Implementation Makes Sense

When Outsourcing a Salesforce Implementation Makes Sense

Are you still kicking around the “Does outsourcing our Salesforce® implementation make sense” question in your company’s executive sessions?

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

Outsourcing Considerations

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

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

The RIGHT Salesforce Implementation Partner Has…

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

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

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

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

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

Salesforce Consulting Partner

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

 

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Making Smarter Decisions with 360-Degree Data

Making Smarter Decisions with 360-Degree Data

A nationally-recognized healthcare service organization recently presented Ad Victoriam with a three-prong challenge. In the end, we quickly and successfully resolved all of them. Doing so allowed them to make smarter decisions with 360-degree data to help drive sales and recapture market share.

The Three-Prong Challenge

The first AdVic challenge centered around this healthcare organization’s sales team’s lack of access to 360-degree, up-to-date data as they visited clinics nationwide.  This was causing them to lose market share.

The company also needed an effective sales tool to attract and engage new hires to combat its high employee attrition rate.

And lastly, management needed to automate processes and increase visibility into key referral KPI’s. Their goal was to decrease manual intervention and make smarter decisions.

Steps to 360-Degree Data

AdVic’s resolution was the implementation and integration of Salesforce Health Cloud™ and Maps™ with the Client’s back-office system. It was complemented by these carefully-crafted additional steps:

  • Integration of clinical data with the Client’s patient and physician referral data – based on HIPPA guidelines. This provided needed visibility for sales reps to combat lost market share.
  • Connected physician data through Person Accounts to Clinic Accounts and corresponding patient data. The exposure of referral KPI’s, based on patient-physician relationships linked to the Clinic Accounts, provided management with desired data insights in dashboards to drive performance and business decisions.
  • Created data layers for clinics within Salesforce Maps to give the sales team productive meeting schedules and easy access to top data points that accelerated productivity.

As we did with this client, Ad Victoriam’s experienced multi-cloud Consulting Team is ready to apply their knowledge and passion to help you drive your sales initiatives and recapture your market share. Let’s connect today so you can gain access to your 360-degree data!

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Highlights from MuleSoft’s CONNECT: NOW

Highlights from MuleSoft's CONNECT: NOW

MuleSoft‘s recent CONNECT: NOW global integration conference – held on October 13, 2020 – helped attendees to discover how to unlock data and unleash innovation with API-led connectivity — charting a clear path to achieving digital transformation with speed and scale.

Members of the Ad Victoriam MuleSoft® Consulting Team attended the virtual conference and chose a few session highlights to share.

Session: Streamline and Scale Lending with API-led Integration

This breakout session provided a good understanding of how lending companies have addressed the need to deliver products and services with the use of a digital platform.

API-led connectivity plays a big part in lending-type MuleSoft applications, as this helps to define or refactor current business processes to help improve the overall end to end customer experience.

During the session, Truist Bank CIO, Ken Meyer, talked about how adopting MuleSoft is not just a technology effort, it requires the business to define all the requirements for the APIs that can then be implemented using MuleSoft.

With the use of APIs and MuleSoft, companies within the lending industry can unlock data from other systems, automate manual business processes, and drive innovation with more speed and agility.

Session: Revolutionize the Patient Journey in Life Sciences Through APIs

This session focused on how in today’s healthcare world patients are seeking virtual engagement.

Due to COVID19 healthcare companies are having to rapidly change and adapt to the growing virtual needs of patients.

The MuleSoft Anypoint platform is helping healthcare providers to quickly combine disparate systems with builder block APIs to drive interoperability. Traditionally, IT teams would not be efficient enough to quickly build out new interrogations.

To support the healthcare industry’s needs, such as those that COVID19 has presented, the API building block approach with MuleSoft allows IT teams to build upon past phases to narrow the development timeline.

Session: Manage Changing Retail Operations with Real-Time Data

The main subject of the presentation was how retail has changed significantly in the last few months due to COVID19.

Kreena Mehta, Lead Software Engineer of Asics Digital showed how they used SAP and MuleSoft to streamline their operations and quickly adjust their supply chain to a more delivery-based model as opposed to the traditional brick and mortar.

MuleSoft made this easy with its API-Led approach because the existing processes did not have to be changed from the top down, just the targeted areas dealing with shipping/receiving.

The digital shopping experience is now the number one priority in the retail space due to more online shopping by consumers.

As a certified MuleSoft Anypoint and Salesforce multi-cloud consulting partner, Ad Victoriam’s integration experts understand the complexities of enterprise integrations, both on-premise and in the cloud. We simplify complex integration scenarios, integrate disparate systems, and provide a scalable architecture that your business can grow with – whether or not you are using Salesforce. So, if you are ready to connect your systems, we’re ready to talk to you today.

 

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Got Sales Cloud? Meet Service Cloud

Got Sales Cloud? Meet Service Cloud

So, you took the leap and implemented a Salesforce Sales Cloud™. With that, you’ve empowered your sales reps to work faster and smarter. Your team now has insights, guidance, and forecasts built from AI, and data have been always at your fingertips.

However, now you feel like you’re ready to take that next leap in the Salesforce ecosystem – becoming multi-cloud. And you’re probably thinking of giving your service team an added edge for a more streamlined customer support system, right?

Meet Salesforce Service Cloud

Salesforce Service Cloud ™ provides your team with a 360-degree view of your customers. That enables your team to deliver smarter, faster, and more personalized service. You can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience.

Watch Salesforce Service Cloud Overview Video

Service Cloud Makes Customers Happy

Call center and case management are some of the most common uses of Service Cloud solutions and one of the Salesforce CRM’s many strengths. The Service Cloud platform, enhanced with the Lightning Console, is able to improve team efficiency and increase customer happiness thanks in part to these features:

  • Customer Engagement Center: Give your agents the tools they need to see the “big picture” and excel in customer engagement.
  • Case Management Workflow: Embed best practices into your CRM that enable your business flows to become more scalable, organized, and efficient.
  • Multi-Channel Support: Make your agents available to customers by any method they prefer to use, ensuring seamless customer service across various channels.
  • Entitlement Management: Make sure you’re meeting service level agreements by using the features of Service Cloud to track service contracts.
  • Knowledge Center Support (KCS): Equip your service team with the knowledge they need to respond to customer queries faster and better.
  • Managed Services Processes: Custom design your customer service processes from start to finish – from call scripting to case resolution – to ensure consistency and speed throughout the entire case.
  • Omnichannel Support: Master omnichannel support via Service Cloud solutions in order to maintain a conversation with your customer across any channel, avoiding a “fractured” customer experience.

So, have you ever wished you had a Salesforce consulting partner who really understood Service Cloud? Well, Ad Victoriam does! We’re uniquely positioned to help your business make the most out of its data through the Service Cloud platform. As a top multi-cloud Salesforce partner, we excel at maximizing the combined power of the clouds. Let’s chat now!

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Securing C-Suite Support for a Cloud Migration

Securing C-Suite Support for a Cloud Migration

We are smack-dab in the middle of the budget planning season for 2021. Are you stressing about shoehorning in spending for a badly-needed cloud migration to replace your company’s legacy systems and also having to justify it to the C-suite?

Most likely, the reason your key C-suite stakeholders haven’t seriously considered cloud computing previously is that they are not armed with the right information. So, it’s up to you to help them see the benefits, which in turn may make them see the light and be more motivated to make the necessary changes.

Ad Victoriam has done hundreds of cloud migration projects for businesses of all sizes, so we’re pretty familiar with the pain points in securing C-suite support. So, in an effort to help you, below are five benefits of why doing a cloud migration should absolutely be included when you submit your 2021 budget plan for approval. And each benefit includes specific challenges that will be solved.

The 5 Benefits of a Cloud Migration

1. Sell Smarter and Faster

2. Create More Engaging Marketing

3. Better Support for Every Customer

4. Connect Every Commerce Channel

  • Unify the B2B and B2C buying experiences
  • Deliver continual shopping innovations
  • Conquer personalization with AI

5. Easily Build Apps for Every Role

Any three of the above benefits would be enough to convince many businesses to move their systems into the cloud. But when you add up all five, it’s approaching no-brainer territory for your C-suite.

Whether you’re just starting your journey to the cloud or are looking to take your current cloud performance to the next level, the Ad Victoriam consulting team is standing by to customize your plan for your specific business needs; our specialty is understanding your business inside-out. Can we talk today?

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Interested in Digital Transformation?

Digital Transformation Symposium
 

Ad Victoriam and University of Georgia – Terry College of Business invite you to join us for a five-week online Digital Transformation Symposium program beginning Feb. 9, 2021. The program discusses the framework for planning a digital transformation for your business in an effort to influence change in an evolving global economy. For more information, register, and view the agenda, click here.

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Top 7 Salesforce Winter ‘21 Release Highlights

Top 7 Salesforce Winter '21 Release Highlights Blog

Who’s ready to turn the page on 2020? We’re with you, so let’s talk 2021… Specifically, Salesforce Winter ’21 Release highlights.

To help get you ready for the Winter ’21 Release (September 18 – Release Readiness Live! and October 10 & 17 – Release Weekends), Ad Victoriam’s certified consultants have poured through the latest Salesforce innovations across mobile, industry solutions, content management, AI, and more to highlight seven of the standout new features.

1. Break Up Your Record Details with Dynamic Forms

AdVic Note: Using the Lightning App Builder, Dynamic Forms now allows you to create mini-page layouts that can be placed anywhere. In addition, they can also be hidden on a per-user basis.

Salesforce Overview: Dynamic Forms is the next step in the evolution of Lightning record pages. It adds the ability to configure record detail fields and sections inside the Lightning App Builder. This feature, which is now generally available and enabled for everyone, includes some changes since the beta release.

Break Up Your Record Details with Dynamic Forms

2. Optimize the Opportunity Scoring Model

AdVic Notes: Available to the entire Salesforce community with the Winter ’21 Release, you now have the availability to exclude certain records – and ignore fields of your choosing – from the Einstein Opportunity Scoring model.

Salesforce Overview: Fine-tuning your scoring model can yield more accurate scores. When setting up Einstein Opportunity Scoring, you can choose to have Einstein look only at opportunities that meet certain conditions. Also, decide if you want Einstein to exclude any custom opportunity fields from the scoring model.

Optimize the Opportunity Scoring Model

3. Find Changed Deals at a Glance

AdVic Notes: Sales Managers who need to stay updated on the movement of deals will especially like this. Change to the Opportunity List views in Lightning allows users to see if Opportunity amounts or close dates have been changed. In addition, via the Forecasting tab, you now have the ability to update sales stages.

Salesforce Overview: Opportunity deal change highlights help your sales team prioritize work by showing recent changes to amounts and close dates. For example, knowing which deals changed helps sales managers with their weekly coaching sessions. In the opportunities list view and Kanban view, text colors and arrows indicate amounts and close dates that changed during the last seven days. And users can hover over an arrow to get details.

Find Changed Deals at a Glance

4. Apply Audiences to Record Detail Pages with Record-Based Criteria

AdVic Notes: Communities often require additional customization as they are external facing. This new update extends the customization to the record detail page which was previously only customizable through the use of record types.

Salesforce Overview: You can now vary what people see on a record detail page using audience criteria based on record fields. For example, you can display different theme layouts when someone is looking at a coffee machine or a box of tea, or different pages for high-value and low-value opportunities. Also, we moved record criteria from the advanced section into the main body of the editor, so you can easily combine it with user criteria to create custom formulas.

5. Display Survey Pages Based on Your Data

AdVic Notes: Do you use Salesforce Surveys? If so, you now have the ability to create unique customer journeys by defining which survey page they skip to next based on Salesforce data.

Salesforce Overview: Let data in your Salesforce org determine which survey page participants view next. Use variables to define conditions in your page branching logic. Use associated record merge field variables and participant record merge field variables to define field-level conditions. Use org variables to define conditions based on your org’s information. Use custom variables to define conditions based on values that you define.

Display Survey Pages Based on Your Data

6. Be More Efficient with the Actions Launcher Redesign

AdVic Note: This update brings more parity to the Field Service app between iOS and Android. This is a great step toward a more unified experience across the devices making training and troubleshooting easier.

Salesforce Overview: Working on iOS and Android is easier with the updated Actions launcher. The Actions launcher’s look and feel are now the same across platforms, giving users a consistent experience, no matter their device. Section headers make it faster to find what you’re looking for when navigating through action lists.

Be More Efficient with the Actions Launcher Redesign

7. Analyze Your Lightning Page Performance

AdVic Notes: Ever get a complaint about page loading speeds from a Lightning user? Salesforce has now given you the ability to see what components are the culprits causing this. Locate the “Analyze” button in the Lightning App builder to get suggestions for page loading speed improvements.

Salesforce Overview: Discover ways to make your record page perform better based on analysis right inside the Lightning App Builder. Performance Analysis in App Builder evaluates the fields, instances of the Related Lists component, and metadata of a record page. With the click of a button, get best practices and suggestions for improving page performance and the end-user experience.

Analyze Your Lightning Page Performance

 

If you need help implementing any of the Winter ’21 Releases, you need a partner with extensive knowledge, depth of experience, and proven customer success. The Ad Victoriam team is ready to help you figure out your needs now! Just fill out the form below, or click here.

Contact Page Form

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Multi-Cloud Solution Accelerates Sales & Advances Service Delivery

Multi-Cloud Solution Accelerates Sales & Advances Service Delivery

When the nation’s premier commercial refrigeration equipment manufacturer contacted Ad Victoriam for their much-needed technology solution, they were looking to fulfill a strategic plan that would ensure that they could shore-up their existing marketplace gaps, gain 360-degree data visibility, automate tasks, and increase their competitive edge.

In addition, this manufacturer wanted a unified sales and service management platform that integrated with their ERP and a robust eCommerce system.

What they needed – and the AdVic consulting team implemented for them – was a multi-cloud Salesforce® system.

The Salesforce Multi-Cloud System Solution

Our client’s multi-cloud system solution consisted of Salesforce’s Sales Cloud™, Service Cloud™, B2B Commerce™, and Pardot™(for executing marketing initiatives), plus integration with their ERP, CTI, payment gateway system, tax calculator, and Google Analytics.

Here’s an overview of what AdVic’s Salesforce multi-cloud solution accomplished for this manufacturer:

Sales Cloud

  • Eliminated email tracking of asset warranties and quotations with an integrated system where all reps can now view and manage customer purchases, warranties, and quotations.
  • Developed efficient lead capture and tracking methodology illuminating the potential business opportunities previously lost due to process gaps. Opportunity time tracking was implemented, expediting the quotation to close the process.

Service Cloud

  • Unified service team and processes on Service Console, enhancing consistent and higher quality customer service based on real-time, comprehensive data.
  • CTI integration propelled repair call processing by triggering account information and Milestones for SLA’s, upon call connection.
  • Built custom components to expose contractor location through a visual map, speeding dispatching based on proximity.

B2B Commerce

  • Replaced the manual order entry process with the implementation of a fully branded, device-responsive eCommerce store to drive sales.

Benefits of a Multi-Cloud Solution

Developing a multi-cloud approach can be a huge benefit for many businesses that rely on the cloud for critical parts of their technology infrastructure. Here are just a few of the benefits of a multi-cloud strategy.

  • A unified 360-degree view of your customer.
  • Interact with your customers via their preferred channels.
  • Reach your customers when they want to be reached.
  • Gain insights about the products your customers are buying and how they want to purchase them in the future.
  • Adapt better to your customers’ needs.
  • Flexibility and scalability
  • Robust security

And when it comes to the Salesforce Clouds, the possibilities to integrate them are endless and less challenging than using piecemealed systems. For instance, you can launch different processes from different clouds, plus it’s much easier to have them talk to each other.

Ad Victoriam’s multi-cloud Salesforce implementation and integration consultants empower organizations with custom planning that gets you the most out of your full suite of business applications. Think a multi-cloud strategy will work for your business? Let’s find out! Simply fill out the brief form below, or contact us here.

Contact Page Form

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Data Migration & Salesforce Platform Enhanced in Two Months

Data Migration & Salesforce Platform Enhanced in Two Months

A New England software company contacted the Ad Victoriam consulting team to help them with a Salesforce® Sales Cloud™ implementation, a major data migration project, and the reconfiguration and alignment of several AppExchange packages.

AdVic Loves a Challenge

AdVic originally engaged because this high tech company’s original Sales Cloud implementation completed by their internal IT team resulted in a large amount of technical debt and limited use of valuable features. The company needed to clean their technical debt, migrate their data into Salesforce, enhance its usability, and increase productivity while positioning it, and their company for growth – all by their very tight two-month deadline.

The AdVic Sales Cloud Remedy

  • Refactored and modernized complex web of payment practices to expedite payment dispensing.
  • Connected and restructured previously disjointed Opportunity methodology in combination with – Events Objects Activity features in Salesforce enabled sales to utilize and leverage the Opportunity Pipeline for fostering deals to close faster and more efficiently.
  • Streamlining activity utilization enriched Opportunities, improve user adoption, and increase productivity.
  • Reconfigured and aligned their AppExchange packages, including ZoomInfo, LinkedIn Sales Navigator, Yoxel, Outreach, Marketo, Vizable, and Valence, with Sales Cloud.

The AdVic Data Migration Remedy

  • Migrated about 2.5 million records and data points including Opportunities, Accounts, Leads, Campaign Members, and Leads into the sandbox and then into production, followed by post-testing to ensure data integrity.
  • Integrated the data warehouse with Salesforce to provide a single source for truth. This ensured that new Custom Reports and Dashboards exposed all data needed for managing the team and company with precision.

Embarking on a Salesforce data migration process can be daunting, we understand. Ad Victoriam Solutions is ready to listen to your concerns and make recommendations for how to best approach your challenges. We have decades of experience with many migration tools and understand the complexities of migrations. We’re here to help you get the solution you need to succeed. Let’s talk about your data migration project starting today!

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