Case Study 1: User Training and Adoption
Challenge: Inconsistent user training and low adoption, limited to a few core users.
Approach:
• Create a comprehensive 40-page user guide.
• Produce an accessible video training series.
• Host live training sessions, both general and department-specific.
Outcome:
• Increased overall user adoption by 45% within three months.
• Decreased basic functionality support requests by 50%.
• Empowered users to confidently navigate and utilize Salesforce tools.
Slideshow of sample pages from the guide:
Case Study 2: Proposal & Contract System
Challenge: An outdated proposal and contract system that was cumbersome, difficult to use and limited in capabilities.
Approach:
• Identify and selected a new vendor (GetAccept) with a fully modernized contract and proposal system.
• Assess technical requirements to ensure smooth integration.
• Manage full setup and rollout.
• Delivere personalized one-on-one end user training.
Outcome:
• Seamless migration with no downtime.
• Accelerated proposal turnaround by 30%.
• Enhanced contract tracking and improved customer engagement.
• Adoption of additional GetAccept sales tools to streamline document management and new client onboarding processes.
Case Study 3: Support Request Ticketing System
Challenge: No centralized way to track and manage internal support requests as they flow to external support from multiple sources.
Approach: Develop a tailored ticketing system using a Custom Object (“Salesforce Support Requests.”) with request submission forms located on each user’s home page and other pages where problems are common.
Outcome:
• Enhanced reporting and tracking on support requests.
• Processed 40+ tickets within the first 45 days of deployment.
• Improved transparency on request status and prioritization, including path stages including approval needed and outside support needed.
• Reduced unresolved issues and improved response times.
Case Study 4: Salesforce Customer Success & Partner Collaboration
Challenge: Needed advanced customizations and automations beyond the internal administrator’s capacity.
Approach:
• Complete self-guided training using Salesforce Trailhead to bolster skill sets.
• Utilize Salesforce Customer Success program for a year, leveraging weekly one-on-one support to develop initial solutions.
• Collaborate with Salesforce Account Executive to identify and onboard a specialized Salesforce Partner experienced in financial services.
Outcome:
• Delivery of sophisticated customizations and comprehensive automations.
• Improved data accuracy, usability, and user satisfaction.
• Achieved higher adoption rates through tailored enhancements.
• Established a solid support system for ongoing improvements.