Challenges
- Existing Salesforce had poor user adoption, because of complex Marketing and Customer Support Processes.
- Needed timely support with executing Go To Market Strategy for new products.
- Customer support reps were spending too much time in addressing customer’s routine requests.
Solutions
- Evaluated Marketing, Sales, and Support processes. Reconfigured Salesforce leveraging best practices making the processes simple and user friendly.
- Analyzed Go To Market process and defined Go To Market execution list.
- Reconfigured Customer portal, provided intuitive navigation to Self service materials.
- Providing ongoing System administration.
Results
- User adoption increased to 95%. Easy to manage processes. Effective system for Executives to understand state of business instantly.
- Streamlined Go To Market process reduced time to Go To Market from months to weeks.
- Increased Customer satisfaction through better self-service resources, increased Customer support efficiency.
- Updated system, utilizing latest of Salesforce enhancements and unparallel user support.
