For over 25 years, the client has been one of Australia’s leading commercial workforce employers, providing real-world training and apprenticeship programs and offering a large pool of skilled resources across industry sectors.
The Challenges
The client faced a multitude of operational challenges, including the absence of invoicing capabilities, which necessitated extensive manual processing and contributed to delayed customer payments. Their recruitment process was complex, resulting in a heavy administrative workload and employee and apprentice operations lacked real-time reporting and visibility. The lack of mobile support led to delays in quote turnaround time and communications. Manual business processes led to numerous bottlenecks, while the lack of consolidated reporting hampered their overall efficiency.
The Solutions
The client contacted Persistent to streamline their sales and marketing processes, improve the consumer experience through website rebranding, and implement an automated reward rules engine to enhance their customer loyalty program.
Persistent implemented several solutions to improve our operations, including the integration of Sales Cloud, which provides comprehensive Lead, Account, and Contact Management. Additionally, we implemented Opportunity and Quote Management, Quotas and Pipeline Forecasting, and Actionable Insights to identify neglected customers. Automation of reminders and follow-ups has also been put in place to streamline the client’s existing processes. We utilized the Salesforce Platform to manage the recruitment processes and host assessments, along with the implementation of Marketing Cloud, including Automated Journeys.
The Outcomes
By consolidating all marketing, sales, service, and operations functions into one place, the client achieved a complete and accurate view of each customer, providing a 360-degree perspective to make better and faster business decisions. The single source of truth, along with timely and relevant customer communications, improved sales growth. Process automation reduced administrative overhead, freeing up the client’s team to focus on more important tasks. The client improved customer satisfaction and retention with personalized interactions and efficient service delivery, fostering a happier environment for both employees and apprentices and improving host engagement significantly.
Technology Used
- Sales Cloud
- Marketing Cloud
- Force.com Platform
