An industry leader of alternative fuel technology was well underway with their Salesforce implementation, until the process became too convoluted.
To get the project back on track, this technology firm enlisted Solving IT to provide a block of Salesforce Administrator hours in addition to hiring a full time Salesforce Administrator on site. With a handful of concurrent projects under one common theme, the service group reorganized to create a contact center approach.
Success with the new contact center was contingent on setting up Salesforce to manage incoming inquiries. Solving IT’s project manager worked to synchronize Pardot, Litmus, CPI integration, and additional projects as needed. In conjunction with those initiatives, administrative setup including data cleansing and simplifying some of the convoluted processes from the initial implementation prepared this company for greater success in the long-term.
The new Salesforce structure for support cases has enabled this company to process the volume of requests more efficiently overall. Future considerations include leveraging Pardot to nurture leads over time.