A global technology company that empowers media creators with innovative technology and collaborative tools faced inefficiencies in their sales assistance request process, which was resolved by extending their ecommerce store community to include additional products and revamping their user interface for a seamless and efficient user experience.
The Challenge
The client often found themselves having to manually select contextual data and navigate back and forth just to raise a sales assistance request, which added unnecessary complexity and inefficiency. The whole opportunity management process was quite cumbersome and tightly coupled, requiring manual association of opportunity teams through related fields.
The Solution
To address these issues, the solution involved extending the ecommerce store community to include other products like Pro Tools and leveraging Salesforce Commerce Cloud (formerly Cloud Craze) to build native ecommerce workflows on Salesforce. Customizations were necessary to enhance these workflows according to the client’s needs.
Additionally, revamping the existing community user interface was crucial to achieving better user experience and consistent branding. By generalizing record types, the need for changes was reduced, and field accessibility was improved, making opportunity records management more efficient.
The Sales Assistant Tool was reconfigured to allow users to seek help directly from any sales record page, streamlining the case creation process and ensuring contextual information remained accurate. Persistent assisted in setting up ecommerce stores and building Salesforce communities, configuring workflows within Salesforce Community Cloud to support Media Composer and Pro Tools stores.
Customizations using APEX and Visualforce enhanced the user experience, supporting product categories, multi-cart, and missing plugin flows. Persistent further customized Salesforce to improve the UI, integrated new services, upgraded the webstore, enhanced existing code, and supported data migration.
The Outcome
- 150% increase in monthly order year-over-year.
- 50% reduction in turnaround time for sales.
- 40% increase in sales revenue.
- 25% reduction in customer service issues.
Products
- Salesforce CPQ
- Salesforce Experience Cloud
- Salesforce Commerce Cloud
- Salesforce Service Cloud
- Salesforce Sales Cloud
