Case Studies

PROJECT BACKGROUND

Scaling growth and Customer Service monetization for a Global Semicon Equipment manufacturer

INDUSTRY: Manufacturing

LOCATION: Lorem Ipsum

Technical Architecture

  •     Salesforce is Customer Data Master
  •     Salesforce Sales Cloud
  •     Salesforce Communities
  •     Salesforce Service Cloud
  •     HubSpot CRM for lead management

CloudPaths was brought in for its expertise on Salesforce. The engagement was delivered within three months with multiple enhancements to Service Cloud. CloudPaths also helped the client roll out Partner Communities to create a brand new sales and distribution channel for their products and services.

Rollout of Partner Communities

The client also has Manufacturing Representatives globally that sell on their behalf. Collaboration with the MRs was enabled by rolling out Partner Communities. This has helped the client get full visibility into opportunities and sales pipeline, as well as the ability to share product and company information with their global channel partners.

Service Cloud Implementation

The client had two disparate systems for Sales and Service management. CloudPaths recommended moving the Customer Service users from the older Customer Support platform to Service Cloud.This helped the client to leverage existing Sales Cloud data. Integrations were designed and built with the clients website for Service Orders and Case Creation.

Capabilities Delivered

  •     Migrated to Salesforce Sales Cloud and enabled opportunity and sales insights
  •     Sales reporting and dashboards for Pipeline management reviews
  •     Web2Lead functionality for Sales Opportunities and Demo Items
  •     Rapid response to leads through integration with HubSpot and notifications
  •     Communities Portal for collaboration with Distributors and Retained Agents
  •     Migrated to Service Cloud with 100,000 historical attachments from Zoho to Service Cloud
  •     Enabled monetization of Services through Service Leads and Opportunities
  •     Improved Customer Experience through Web2Case
  •     Increased Agent productivity with “Autofill” and email notifications
  •     Collaboration between Agents team members through shared folders
  •     Testing, Change Management and Documentation
  •     Ongoing support and enhancements on the Salesforce platform