The Client
Our client, a transport management software company based in the United Kingdom, delivers top-notch haulage software to help road transport operators manage and grow their businesses successfully while adapting to changing market conditions and consumer demands.
The Challenge
The client faced multiple challenges stemming from inconsistent and poorly structured data, along with multiple manual duplicate entries across systems. This resulted in frequent data loss and reporting issues, making day-to-day operations difficult. The lack of centralized version control in siloed systems further exacerbated the problem.
Multiple single points of failure exist throughout the customer journey. Difficulty of use and inconsistent data lead to a lack of system adoption, resulting in a poor customer experience and decreased customer satisfaction.
They also encountered several process-related obstacles, such as inconsistent, manual, and subjective processes that did not fully utilize Salesforce Core functionality. Additionally, they lacked a comprehensive understanding of their processes and the necessary governance. Furthermore, the existing automation was no longer suitable for their needs.
The Solution
Requiring a reliable and scalable solution to drive sales, service and marketing efficiency, our client selected Persistent, a Salesforce partner with over 19 years of implementation and consulting experience. Persistent was entrusted with delivering a highly efficient, controlled, and well-governed solution that would enhance customer experience through transparency, simplicity, and widespread adoption.
Persistent conducted a detailed health check of the existing Salesforce platform to identify the root cause of the problems. We developed a phase-based functionality roadmap based on the findings to address the client’s challenges. The roadmap was aligned with Salesforce and third-party offerings to create a “Future State” architecture, including Revenue Cloud, to improve the deal closure process and customer satisfaction score.
We implemented a connected, end-to-end process from Lead to Cash and Support, which has resulted in improved scalability and configurability through automation and integrations with Sage Intacct, Stripe, and Azure DevOps.
In addition, we optimized the lead nurturing and qualification processes through user-guided flows and Salesforce Einstein for scoring. We also consolidated the marketing reporting process in Tableau, replacing the legacy solution.
Furthermore, we implemented Salesforce CPQ (Configure, Price, Quote) to help the client provide accurate pricing for any product configuration scenario. Lastly, we implemented email-to-case, a customer portal and auto-routing and reassignment processes.
The Outcome
Implementing connected, end-to-end processes from Lead to Cash and Support reduced the backlog of service cases and increased customer visibility, resulting in a 47% increase in customer satisfaction (CSAT) score.
Furthermore, the implementation of Knowledge increased consistency of answers and reduced onboarding time, contributing to better customer experience and satisfaction. The implementation of Salesforce CPQ helped provide accurate pricing with any given product configuration scenario, leading to a deal closure rate improvement of more than 40%.
The optimized lead nurturing and qualification processes through user-guided flows and Salesforce Einstein for scoring increased the clients lead engagement KPIs and lead opportunity conversion rates.
In conclusion, the solutions provided by Persistent Systems helped the client overcome its challenges, leading to better customer experience and satisfaction and overall growth for the company.
Technology Used
- Salesforce
