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.

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Related Cloud Solution Articles:

Sales Cloud Implementation Best Practices
Manufacturing Cloud Aligns Sales and Ops
Health Cloud: The New Payer Data Model

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Get the Most Out of Journey Builder with Marketing Cloud Connect

Get the Most Out of Journey Builder with Marketing Cloud Connect

Marketing Cloud is a very powerful Marketing Automation platform. Alone, it can do great things, but when you use Marketing Cloud Connect with Salesforce Sales Cloud or Service Cloud, you have just opened up a new range of automation options.

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

Journey Builder Example Use Cases

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

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

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

Salesforce Campaign Entry Source

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

Define Entry Source

 

Decision Splits

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

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

Decision Splits

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

Decision Split

Sales and Service Cloud Journey Activities

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

Sales and Service Cloud Journey Cloud Activities

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

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

Task Activity

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

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

Campaign Member Activity

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

Related Article
Salesforce Marketing Cloud Highlights

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How a Salesforce Solution Ups Your Customer Service Game

How a Salesforce Solution Ups Your Customer Service Game

With competition for customers intensifying year-in-and-year-out, along with customer expectations of the companies they deal with, businesses have no choice but to focus on a solution for delivering superior customer service if they want to compete and succeed.

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

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

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

Connected Workspace Solution

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

Service Cloud Connected Workspace

 

Case Management 

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

Service Cloud Case Management

 

Knowledge Management Solution

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

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

Service Cloud Knowledge Management

 

Service Analytics

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

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

Service Cloud Analytics

 

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

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

So, are you ready to up your customer service game? We’re ready to create a strategic plan just for you. Just fill out the form below, or click here.

 

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News from Dreamforce 2019

News from Dreamforce

Was it the Fireside Chat with Salesforce Chairman/Co-CEO Marc Benioff and Apple CEO Tim Cook that was the highlight for you at Dreamforce 2019? Maybe it was the conversation with former President Barack Obama or exhibits you saw in the Dreamforce Campground? Perhaps it was a specific session you attended or Fleetwood Mac’s awesome performance, or even dare we say Ad Victoriam’s “sold-out” Taco Tuesday?

The answer will not be the same for every attendee, but amidst all of that excitement, there was some Salesforce news that came out of Dreamforce that you may have missed, and AdVic has capsulized a few of the highlights for you – as per Salesforce – here.

Introducing Customer 360 Truth

Salesforce Customer 360 is one integrated CRM platform that brings companies and customers together. And now with Customer 360 Truth, companies can unify all of their data across all touch-points so they can build a source of truth about their customers. Customer 360 Truth connects customer data, authenticates identity, governs privacy, segments audiences, and personalizes experiences.

Customer 360 Truth’s featured capabilities include:

  • Customer 360 Data Manager, which connects sales, service, marketing, and commerce customer data into a single global ID to deliver unified cross-channel experiences. With Data Manager, companies always have a complete, up-to-date, contextually relevant profile of every customer.
  • Salesforce Identity for Customers — their authentication service — provides a consistent, secure customer login across a company’s digital properties.
  • Salesforce Privacy and Data Governance provide customers and business users with the ability to manage privacy, consent, and preferences via one single application.
  • Customer 360 Audiences enables companies to capture, unify, activate, and analyze customer data at scale.

Apple and Salesforce Collaborate on the Best Devices for Business

Salesforce’s Marc Benioff and Apple’s Tim Cook spoke extensively about their companies’ strategic partnership (originally announced at Dreamforce ’18) during their opening day Dreamforce Fireside Chat. This strategic partnership strikes again with two exciting flagship apps and the next-generation Salesforce Mobile SDK:

  • The Salesforce Mobile App, powered by AI and reimagined for iOS, delivers a powerful new user experience enabled by Einstein, with advanced analytics and features exclusive to iOS, including Siri shortcuts and Face ID. Download the Salesforce Mobile App on iOS.
  • Trailhead GO, the first-ever mobile app for Trailhead, exclusive to iOS and iPadOS, empowers learners to skill up anywhere and at any time with more than 700 modules covering in-demand business and tech skills. Download the new Trailhead GO app on iOS.
  • The new Salesforce Mobile SDK, optimized for Swift and iOS 13, enables Salesforce developers to quickly build and deploy native Salesforce apps for iPhone and iPad. Get started with the Salesforce Mobile SDK for iOS (8.0 coming in January).

“Hey Einstein” — Salesforce Brings Voice to the Workplace

Salesforce brings powerful voice technology to CRM with Einstein Voice, giving millions of Salesforce users a customized, voice-activated interface for their apps. Here are some upcoming features:

  • Einstein Voice Assistant and Einstein Voice Skills (beta Spring ’20): Salesforce is expanding the Einstein Voice portfolio by introducing Einstein Voice Skills, which allows every Salesforce admin to create custom versions of the Voice Assistant for every user, whether they’re a sales rep, sales manager, service agent, marketer, etc.
  • Einstein Call Coaching (GA Winter ’20): Gain management-level visibility into your sales teams’ conversations through natural language processing that identifies keywords in sales calls so managers can quickly understand trends like a spike in competitor mentions, or best practices from the top performers.
  • Service Cloud Voice (GA Summer ’20): With Service Cloud Voice, telephony will be natively integrated with Service Cloud, allowing Einstein to read keywords from call transcriptions in realtime and serve up the right knowledge articles and next-best actions for agents, reducing time spent on cases.

Salesforce and Amazon Web Services Expand Global Partnership

According to Salesforce, this announcement includes:

Faster, smarter customer service: Salesforce is introducing Service Cloud Voice, a new offering that seamlessly embeds Amazon Connect to provide contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service support. As part of its Service Cloud Voice offering, Salesforce will now offer Amazon Connect, a simple-to-use cloud contact center service from AWS that makes it easy for organizations to deliver better customer service.

  • Empowering everyone to skill up for the future: AWS and Trailhead are partnering to address the growing technology skills gap. The first step in this partnership is bringing AWS Cloud Practitioner
  • Essentials learning to Trailhead, with additional learning forthcoming.
  • Einstein Voice Skills on Alexa: Salesforce is continuing its commitment to the Voice Interoperability Initiative by exploring ways to integrate Einstein Voice Skills with Amazon Alexa and other voice assistants and devices in the future.

Ad Victoriam’s certified Salesforce consultants are up-to-speed with all of these newly announced services and are ready to discuss how they can help your business starting today! Reach us right now, here.

 

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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.