How Your Salesforce Implementation Partner Enables Driving Business Value

“Who has the data has the power” Tim O'Reilly

There is no debate about the importance of customer data. Each data point about them brings in an added layer of insight that can help businesses understand their customers better and build long-term relationships. A CRM tool such as Salesforce helps you capture precisely that. However, merely narrowing it down to Salesforce doesn’t do the trick. 

To actually drive growth and save costs, your implementation should be fine-tuned to meet the end-user needs: your sales team. However, it is easier said than done. Poor salesforce implementation can hinder a company’s growth due to limited or incorrect data mapping, data validation, and decision-making. All this ultimately leads to a severe drop in the adoption rates as the sales teams end up considering Salesforce just another tool.

Salesforce is certainly a powerful tool that empowers your teams to unlock extraordinary results. But, its failed implementation is as good as its absence in your processes. Therefore, it is prudent to work with a Salesforce implementation partner. While a partner does the heavy lifting your team can then use their time to drive operational excellence. As your team spends time resolving issues that pull them in a million directions, your implementation partner takes care of the technical and administrative needs of a Salesforce implementation and can help you kickstart operations as fast as 2 weeks. 

How the role of Salesforce Partner makes sense for the long-haul

A Salesforce implementation process typically entails the following:

• Design documentation: One of the basic steps of a Salesforce implementation. It sets the stage for the project. Here, a Salesforce business analyst and certified Salesforce consultant connect with your team to understand their day-to-day operations. With a complete picture at hand, the Salesforce consultant will then put together design documentation that outlines the implementation journey.
• Application configuration: The next possible step is the configuration of your Salesforce environment based on the design specifications. 
  Custom development: To unlock pretty much anything with salesforce, you need an experienced Salesforce developer. Some organizations do require customization, including the creation of custom fields besides the standard out-of-the-box solutions.
• Data migration: A system is only as good as its data, the age-old adage is absolutely spot-on for this step. While your existing data is important, not all of it would be useful. This is where your Salesforce implementation partner will need your support. While they handle the heavy lifting in the data migration process, your need would be required to assist in mapping and scrubbing the data.
• Quality assurance: Once your setup is in place, your partner’s QA team will test all new environments. This especially holds true for complex or heavily customized environments.
• Training and deployment: Salesforce is not just a new software but a new operating model. Therefore, your team requires proper training and onboarding. Your partner handles in-depth training and workshops for high adoption.  This helps your sales team look beyond the challenges of facing a learning curve and unlock an efficient sales process for a  fuller, better-managed pipeline and deal-closing process.
• Project management: A dedicated project manager ensures that all moving pieces are working in harmony, timelines and budget needs are met, and the project stays on track. 

With these items in the pipeline, your Salesforce partner sets you up for success. From a mere management tool, it evolves into your teams’ go-to dashboard + repository for information-driven action.

A Sneak-peak into Srijan’s Salesforce integration Story with TUI

Siloed data is bad for business. Especially, if the business is a leading leisure, travel, and tourism company. TUI India had been using Salesforce to manage its customer interactions. They had a static online presence but did not have an online portal for interacting with customers and selling holiday packages on the internet. 

The woes of data silos… 

While their website was hosted on Drupal, a lack of Drupal-Salesforce integration did not allow for capturing customer interactions. At the same time, they had a separate team that handled Salesforce. The different packages provided by them were handled by different call centers. Any inquiry or potential sale of a package was therefore routed to the respective call center. As a result, there was no mechanism to track online inquiries and feedback and online business became difficult. They also had different marketing campaigns running across different platforms: a Facebook campaign, an email campaign, and a Google campaign. The results of these campaigns were also not captured and integrated with Salesforce. Thus it was impossible to measure the success of these campaigns.

When Srijan stepped in…

When they approached Srijan, we began by streamlining the processes step-by-step. We enabled their teams to track customer queries and searches on their Drupal website by integrating Salesforce with Drupal. 

With this, we also streamlined customer experience by enabling them to choose the package they liked and then routed to the appropriate call center. All this, while recording such transactions in Salesforce.

We also integrated campaign management and monitoring with Salesforce. This gave their teams access to a pool of information, empowering them to make better business decisions. Their analytics data improved due to this 360-degree tracking. The company could now track hits, inquiries, and actual sales, and analyze different parameters, such as the number of hits, packages in demand, etc., to find out how their business was performing. They recorded a 1.8x increase in user session duration on the website and a 100% increase in organic traffic on account of improved tracking and user engagement.

All of this was possible as we partnered with them throughout the journey to understand their needs. More than just execution, we also focus on creating value above and beyond. To explore how we can customize Salesforce for your business, talk to us.