Customer Success Story
Impacting Sales Efficiency with Automations
Industry: High Tech
Products: Sales Cloud, Service Cloud
Our client, located in Illinois, is part of the Management, Scientific, and Technical Consulting Services Industry. The company has 15,000 total employees across a family of 62 companies, and generates $1.91 billion in annual sales.
The Challenge
Company grew from 400 Salesforce users to 1400, but a lack of automation prevented them from scaling.
Relied on spreadsheets to manage territories, which impacted their ability to cross sell, since they could not reliably identify the other sellers responsible for a given account
Requesting help was a tedious process for Sales Reps, and internally the support queue had grown to over 19k cases. This had a major impact on productivity.
The Solution
Cloud Giants assessed client’s current Salesforce state vis-a-vis their organizational objectives and helped create a Salesforce platform strategy focusing on scalability, reduced technical debt, streamlined data-entry, and usability.
Cloud Giants enabled native Territory Management, allowing automatic account assignment to the right Reps.
The support request process was streamlined and re-engineered with the user experience in mind.
Benefits
Client’s revised governance process gave them a more predictable release cadence, and aligned new feature requests with business goals instead of individual wishes.
Usability and adoption increased significantly. Reduced the clicks required to create an opportunity from 14 to 2, reducing opportunity creation time by 200%, saving client the equivalent of 1.5 FTEs / year.
15 hrs / rep saved from an improved case submission process, and helpdesk leadership benefited from reporting that highlighted hot spots.
