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Utility Industry
SK Cloud’s Hi-tech Community and Service Cloud solutions helped the utility industry client successfully implement the Salesforce Customer Community services. We assisted in revolutionizing their customer service platform through a complete digital transformation approach.
The client is one of the most prominent names in the industry, boasting a large customer base. They continuously introduce a host of utility products leading to a customer boost, enhanced brand value, reputation, and loyalty.
The client was in the process of releasing a brand-new utility product and wished for the following outcome:
- Positive customer response for the product at a large scale.
- A feedback section making room for user suggestions, comments, and questions, if any.
- Product fostering a strong foundation of trust and brand loyalty with the customers.
SK Cloud thoroughly analyzed the client pain points and suggested robust implementation of Salesforce Customer Communities through the following steps:
- We thoroughly skimmed the client’s ongoing business practices through multiple discovery calls to craft a concrete solution for their current and potential future needs.
- Creating a flexible Customer Community that aligns with the latest utility industry trends using Salesforce security, sharing models, and assignment rules.
- The most significant step – developing a section that allowed customers to leave comments and suggestions while also asking questions about the product.
At SK Cloud, we consider the achievement of the client’s objectives as our victory. By providing innovative Salesforce solutions, we achieved:
- End-to-end Salesforce Community training for the client to manage and incorporate into their daily business practices.
- Through an efficient utility Salesforce Community set up, our client’s customers can raise questions to be further solved by the internal team.
- With Chatter Answers and Ideas, clients can track their grievance status, freeing up the client workforce for more valuable business work.
- Once fulfilled, we reviewed and confirmed the final customized plan.
Retail
SK Cloud Technologies aided a leading retail company become omnipresent by implementing Service Cloud and Customer Community Salesforce services. It enabled self-service for customers and an efficient solution for the team to analyze customer behavior.
The client is a well-celebrated name in the retail industry. Through years of experience in supplying quality electronic, leisure, clothing, and furniture pieces, the company has built virtuous goodwill. Not to forget, it has an extensive range of loyal customers.
The client wished to implement a technique for boosting customer engagement and fostering the feature of self-service.
- The company wanted to designate a single spot for all customer activities, queries, and redressal.
- Incorporate the latest digital procedures through Salesforce implementation.
- Introduce the feature of self-service for customers and allow them to raise queries.
- Allow internal teams to process queries related to sensitive information.
SK Cloud designed a solution that facilitated self-service for customers while also strengthening the prevailing Salesforce Service Cloud.
- Through Community Service Salesforce, SK Cloud accelerated higher customer engagement for the client.
- Using the declarative programming technique, we enhanced the client’s business process.
- Ensuring conciseness of the platform to ease readability and usability.
- Utilizing Salesforce features that foster a user-friendly interface.
The client enjoyed higher employee efficiency and customer engagement through a revamped platform that is interactive and easy to use.
- Discarding old techniques to cut down costs.
- Introducing a question-raising platform and self-service option that significantly boosted customer engagement.
- Facilitating employee efficiency through Salesforce Community’s feature of bringing a 360-degree view of customer-related information and queries in one platform.
- Made way for a highly engaging retail platform that significantly enhanced user experience and boosted customer interaction.
Hospitality Industry
SK Cloud designed an end-user application by incorporating Salesforce Community Cloud, Einstein Analytics, Service Cloud, and Sales Cloud.
The staff enjoyed a single customer view while the customer accessed multiple product solutions with a single click – a win-win situation!
The client is one of the hospitality industry giants providing end-to-end products across Europe and the US. The large customer base comprises end-users of the client products.
The hospitality industry client wished for a single site encasing the customer information of all the different business units. In a nutshell, they wanted a 360-degree view of all their customers.
- Requirement of an all-inclusive tool, facilitating hassle-free communication with the customer.
- The tool must also ensure a thorough exchange of customer information among multiple business units.
- An overview of customers in a single spot for complete sales analysis.
- Introduce a platform for different teams within the company to collaborate and share ideas.
SK Cloud scanned the ongoing business techniques and global procedures and decided to adopt the principle of ‘no customization.’ To successfully manage this, SK crafted the following solutions:
- We used an agile approach to tweak up the prevailing Salesforce platform and make way for an adept B2B CRM solution.
- Altering the Salesforce system prevailing in the company to meet with different suppliers’ changing practices and requirements.
- Over 3 months, we worked towards reactivating management control over the working environment.
- Our team of experts used a perfect blend of ground and international teams to deliver the CRM project with maximum efficiency.
SK Cloud successfully fabricated a high-quality CRM implementation within the given timeframe and budget. As a result,
- The client enjoyed a smoothly functioning CRM process.
- Instant insights into customer data leading to a timely response.
- Streamlined customer feedback and queries, enhancing efficiency.
- Hassle-free coordination between different teams of the company.
Automotive
SK Cloud implemented Data Management, Service, and Sales Cloud efficiently, using the Salesforce features most compatible with the client’s requirements.
The client is one of the pioneering figures delivering the latest tech products and services to the automotive industry. The company provides services at the local, national, and global levels.
The client’s prime objective was to transform from a product-focused to a sales-focused organization.
- Using Microsoft Outlook and Excel in place of a concrete Customer Relationship Management platform.
- The need for a powerful business system to make way for a sales-focused enterprise.
- Professional implementation of Salesforce to maintain management efficiency and monitor activity.
SK Cloud first resorted to thoroughly understanding the ongoing business practices through multiple discovery calls for successful implementation.
- A customized Salesforce system featuring required fields like event date, booking date, and closing date.
- Integrating Salesforce with Microsoft Outlook and Excel by transferring data using Data.com.
- Training the client to efficiently use Salesforce and its state-of-the-art features such as intelligent analysis reports.
SK Cloud assisted the client in learning and utilizing the features of Salesforce for maximum profits.
- The client received a Salesforce system customized for its business requirements.
- A successful transfer and syncing of the company’s data to Salesforce through Data.com.
- The client’s team can now closely monitor progress and gain useful insights from intelligent Salesforce reports.
- The client can eliminate lag and manage diverse business activities at a single platform – Salesforce.
Financial Services/ Banking
SK Cloud helped the client level up Salesforce Sales and Service Cloud implementation for a ground-breaking digitalization of end-to-end B2B and B2C processes.
A well-renowned company, providing technological solutions for banking and payment for banks, businesses, and end-users across the globe.
The client uses Salesforce as its prime business for customer service representatives working throughout the organization.
- The need to improve customer redressal process by enhancing customer-centricity and providing value through digital transformation.
- Requirement of a system to transform into a sales-focused company that ensures better monitoring and reporting.
- Streamlining information flow through call centers, partner organizations, stores, and sales teams – all of which primarily use Salesforce.
SK Cloud created a well-adept framework for the complete digital transformation of the client and maximized returns from Salesforce.
- Our architecture team collaborated with the client over a series of calls to clarify the business requirements.
- Using Salesforce Sales and Service Cloud, we followed the security approach to automate marketing and warehousing processes.
- Crafting a customized solution for maximum utilization of the Service Cloud for Email and SLA management.
- Introducing a system for enhanced communication between the different teams.
The client experienced improved Salesforce implementation for enhanced data quality, workflow, and useful insights.
- Enhanced flow of data between legal, customer onboarding, and sales teams.
- Automated customer redressal system for a quick response and efficient functionality.
- All the changes were introduced, bearing in mind and strengthening the client’s security standards.
- A well-organized contract management process for understanding varied customer contractual obligations.
Pharmaceutical
SK Cloud boosted lead conversion and management by professional integration of Sales Cloud and CTI services.
The client stands among the top 10 global pharmaceutical companies providing the latest services across the globe. The company has been using the basic features of Salesforce for multiple years.
The client’s main aim was to streamline the customer representative data logging practices and territory allocation.
- Identification of opportunities for TCO reduction by 15%
- Enhanced GPs and practice database management
- Improved call logging process for single and multiple attendees
- Efficient performance tracking and KPIs
Through multiple discovery calls and analysis of over 20,000 practitioner portfolios, SK Cloud introduced the following solutions:
- Account allocation to representatives across the country.
- Restructuring the ongoing IT roadmap to address database management issues.
- Using strategies like consolidation, operational excellence, and right allocation, we prioritized identifying opportunities promptly.
- Resultantly, we identified over 25% of saving opportunities as against a target of 15%.
- 90% of savings were identified through consolidation, 7% through simplification, and the remaining 3% via other strategies.
SK Cloud built a customized Salesforce implementation solution to configure the client pain points for an effective representative management system.
- Efficient maintenance of data related to practitioners, pharmacies, practices, and institutions.
- Practitioners and institutions affiliate management.
- Territory-wise account allocation to sales representatives for further action.
- A better call recording system separated for single and multiple attendees.
- Representative expense management with the approval process in place.
NPSP
The client, a non-profit organization based in the UK, is looking for a partner who can help them achieve some significant enhancements.
These enhancements would be related to Grants, Donor, and Campaign management and automating the whole process.
- Our client Requires a 360 Degree System that facilitates hassle-free communication with everyone who is part of the organization.
- Previous CRM system did not reflect the organization’s needs, nor was it set up for growth.
- Donors had multiple personas and multiple records across various platforms.
- The tool must also ensure a thorough exchange of information across multiple business communities.
- Our client is also looking to automate their Campaign Management Activities.
- Donors are struggling with online payments, and they require a single payment gateway from website to internal systems.
- Our client needs a single view to track for reports.
- We customized Salesforce to track donations and distributions of Our Client funds provided to their business community.
- We configured the integration of Salesforce with Give Lively to create a “donate now” option on the website and launch their monthly giving program. This integration allowed Our Client to receive the money directly into their bank account. For each donation received, a donation record is created in Salesforce, and a fully automated process receives and manages their recurring donations.
- We provided training and guidance on the use of Salesforce Campaigns and how to send mass emails.
- We provided well-designed Salesforce-based web forms to implement with the Client’s website.
- We classified configured reports to group donations to mirror their QuickBooks configuration, allowing them to reconcile/match fundraising efforts with their accounting program.
- We made a dashboard to track fundraising efforts and program giving, and more.
The client was provided a centralized, automated, and customized volunteer management software solution. It eliminates manual errors and causes a reduction of management work down by 80%.
●The solution successfully meets the need of managing volunteers, starting from its recruitment process to its complete performance and development.
●Our client can now automate tasks like lead assignments, task creation, task assignment, notifications, and automated emails.
●Our solution enables the client to create and monitor the volunteers events, programs & campaigns.
●It also tracks the participation and performances of each volunteer made for those events & programs.
●Our solution allows clients to have easy communication with volunteers, distribute rewards, & appreciate volunteers through the auto-generated process.
●A well-organized donor management process
●With the solution Client can access real-time analytics & data, which enhances the stability and accuracy around data points and ensures resilient functioning.
