Salesforce Sales Cloud Customization and Workflow Automation
Summary
An analytics company's Salesforce Sales Cloud CRM was set up inefficiently, holding back sales performance, and its customer service processes were causing low customer satisfaction. INNERLUXES customized the Sales Cloud solution within the existing license, automating the sales workflow, and integrated Service and Community Clouds with case-management escalation and a self-service portal — helping the company increase sales, lift team productivity, and improve the customer experience.
About the Client
The Client is a US-based analytics company that helps its clients facilitate the insurance process with AI-based property intelligence.
The Challenge
The Client used a CRM based on Salesforce Sales Cloud for collecting client information, sales management, and team collaboration. These processes were set up inefficiently, so the Client looked to customize its existing solution to increase sales performance. It also wanted to improve its customer service processes, as it suffered from low customer satisfaction — but lacked the in-house resources and expertise to carry out these tasks.
The Solution
The Client turned to INNERLUXES for Salesforce customization services for its Sales Cloud-based CRM. INNERLUXES started by analyzing the Client's needs to find the best way to customize the Salesforce solution within the existing license. To maximize the solution's efficiency and help organize a steady sales process, INNERLUXES:
- Created and adjusted user roles and permissions to enable specific automation features for different user groups, such as sales reps and sales managers.
- Implemented automated task assignment to ensure quick engagement of sales reps with clients.
- Set up triggers for automated email notifications so sales employees don't miss a single deadline throughout the sales process.
To resolve the existing customer service challenges, INNERLUXES integrated the Client's Salesforce Sales Cloud with Service and Community Clouds. To improve customer service KPIs such as customer satisfaction and retention rates and to decrease agents' workload, INNERLUXES:
- Set up case management processes with escalation workflows and automated email notifications.
- Created a customer self-service portal with a knowledge base, an FAQ section, and a case request page for convenient submission of case requests.
The Results
- The Client increased its sales volume and drove the sales team's productivity through the higher level of automation and the adjusted user roles and permissions.
- Having enriched its CRM with Salesforce Service and Community Clouds, the Client was able to deliver a high-quality customer service experience, building customer retention and increasing overall customer satisfaction.
Technologies and Tools
Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Community Cloud, Apex, JavaScript, REST API.