Impacting Sales Efficiency with Automations

Industry: High Tech

Products: Sales Cloud, Service Cloud

Our client, located in Illinois, is part of the Management, Scientific, and Technical Consulting Services Industry. The company has 15,000 total employees across a family of 62 companies, and generates $1.91 billion in annual sales.

 The Challenge

• Company grew from 400 Salesforce users to 1400, but a lack of automation prevented them from scaling.

• Relied on spreadsheets to manage territories, which impacted their ability to cross sell, since they could not reliably identify the other sellers responsible for a given account

• Requesting help was a tedious process for Sales Reps, and internally the support queue had grown to over 19k cases. This had a major impact on productivity.

The Solution

• Cloud Giants assessed client’s current Salesforce state vis-a-vis their organizational objectives and helped create a Salesforce platform strategy focusing on scalability, reduced technical debt, streamlined data-entry, and usability.

• Cloud Giants enabled native Territory Management, allowing automatic account assignment to the right Reps.

• The support request process was streamlined and re-engineered with the user experience in mind.

Benefits

• Client’s revised governance process gave them a more predictable release cadence, and aligned new feature requests with business goals instead of individual wishes. 

• Usability and adoption increased significantly. Reduced the clicks required to create an opportunity from 14 to 2, reducing opportunity creation time by 200%, saving client the equivalent of 1.5 FTEs / year.

• 15 hrs / rep saved from an improved case submission process, and helpdesk leadership benefited from reporting that highlighted hot spots.