Implementation of Salesforce Service Cloud, Salesforce Sales Cloud Breakdowns Departmental Silos for Financial Software Company

At a Glance

The client is a financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. Their products include; tax preparation applications, personal finance applications, and business accounting programs.

  • Industry: Financial
  • HQ: West Coast, United States
  • Type: B2B & B2C
  • Products: Salesforce Service Cloud, Salesforce Sales Cloud, Salesforce Lightning, Salesforce Lightning Flow

The Challenge

At the start of the project, the client’s agents operated off an overly complicated CRM system that created departmental silos. With information thinly spread across the organization, agents had different core experiences depending on which department they worked in. The system made it difficult for the client to quickly and effectively make changes to their agents’ experience, resulting in lowered employee morale and productivity. The client was also experiencing reduced customer satisfaction. The software made it difficult to objectively measure the effects of initiatives on customer service costs and did not provide agents with an in-depth understanding of customers.

The Solution

The implementation of Salesforce Sales Cloud helped the client support and boost sales, marketing, and customer service. With Sales Cloud’s flexibility and customizability, the client could cater the software to their employees and customers’ needs. Designed to evolve as the customers’ demands do, the clients’ agents could easily predict and meet customers’ changing needs. This, paired with the system’s comprehensive customer data and frequently updated reports, allowed the client to create personalized sales experiences. Sales Cloud is also equipped with a simplified reporting system and clear data comparison, which, in conjunction with access to in-depth customer information, helped raise employee productivity.
 
Salesforce Service Cloud made it easier for the client to manage and improve their customer interactions. Service Cloud provided a 360-degree view of every customer, giving the clients’ agents complete visibility into every customer interaction. Additionally, the software streamlined the client’s communication with customers. The system provided agents with all relevant product and customer information on one screen, creating an individualized experience for customers and raising their satisfaction. The system also established a database of customer information that is continuously updated with accurate information. The database can be shared across multiple departments, eliminating departmental silos and creating a unified agent experience. 

Salesforce Lightning Console was configured in Service Cloud to make it easier for employees to find relevant information. The Lightning Console created a centralized hub of information that increased day-to-day efficiency for the client’s employees by eliminating the need to jump from application-to-application. Lightning was also used to configure detail pages, which gave employees a simplified way to access record details. 

Lastly, Lightning Flows were implemented, enabling the client to streamline workflows and eliminate time-consuming manual tasks. When a new record is created or an existing document is updated with Lightning Flow, the systems process automation application immediately files the record and tracks it. The files are stored in a centralized database so employees can easily access pertinent information. The client’s employees can then apply the time previously wasted combing through documents to value-added tasks.

The Result

  • The client’s employees can now create a case against each asset
  • 360-degree view of customer and organizational data
  • Increased employee efficiency and productivity
  • Improved customer service and satisfaction
  • Elimination of departmental silos led to enhanced employee collaboration

Our Role

Departmental silos have become an inevitable reality for many businesses. Nevertheless, these silos slow down an organization’s information flow and make it nearly impossible for employees to transmit information to other departments. This can ultimately lead to duplicated work, wasted resources, decreased employee productivity, and customer loss. With such drastic consequences in mind, the client reached out to Omniskope for a solution to demolish their existing silos. Our experienced senior consultants replaced the client’s existing complicated CRM system with a Salesforce system. This system eliminated all departmental silos, allowing the client to see improvements in employee productivity and customer satisfaction.
 
Integrated CRM technology is the answer to all your silo problems, and Omniskope’s senior consultants are adept in just that. If your business is experiencing adverse effects from departmental silos, reach out to Omniskope today to schedule a consultation! 

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