Salesforce Sales Cloud Customization to Improve Opportunity Management

Summary

An IT product company's Salesforce Sales Cloud solution no longer matched its business needs: automated Opportunity field updates failed at certain stages, reports were not comprehensive, and a lack of object- and field-level security exposed sensitive data to sales reps in violation of internal policies. Working within the no-code Professional edition, INNERLUXES configured the solution with point-and-click tools to fix opportunity management, enable comprehensive reporting, and enforce role-based access.

About the Client

The Client is an IT product company that specializes in healthcare applications.

The Challenge

The Client's Salesforce Sales Cloud-based solution didn't correspond to its business needs. In particular, the sales process was hampered because automated Opportunity field updates weren't working at certain Opportunity stages. Decision-making and sales activity planning were impeded by non-comprehensive reports. And because object-level and field-level security was absent, certain data sets that should have been visible only to sales managers and C-suite members were exposed to sales reps, violating the Client's internal policies.

The Solution

The Client used the Professional edition of Salesforce Sales Cloud, which doesn't allow code-based customization, so the solution had to be configured with point-and-click tools.

Fixing Opportunity field updates. INNERLUXES reviewed the faulty automated Opportunity field updates that weren't working at certain stages, then used Process Builder to replace them with new ones that fully reflected the Client's sales specifics — keeping the information at each Opportunity stage relevant in the CRM.

Enabling comprehensive reporting. INNERLUXES created two custom report types for the Account and Opportunity objects using default Salesforce reporting functionality, clearly reflecting the state of Accounts and Opportunities and adding to the reports' comprehensiveness.

Role-based access. To provide role-based user access to particular Salesforce objects and their fields, INNERLUXES introduced user profiles and permission sets with default Salesforce functionality, restraining sales reps' access to sensitive client information that should be available only to sales managers and C-suite members.

The Results

• The Client's Salesforce Sales Cloud solution was adjusted to its business needs.
• Tuned automated Opportunity field updates kept the information on the state of Opportunities up to date.
• Custom report types let the Client build comprehensive reports showing the full state of Accounts and Opportunities, improving decision-making and sales activity planning.
• User profiles and permission sets enabled role-based access to CRM information, helping the Client comply with its internal policies.

Technologies and Tools

Salesforce Sales Cloud (Professional edition), Process Builder, Salesforce Reports, Profiles and Permission Sets.