Salesforce Case Studies - PwC

PwC SalesforceCase StudiesPwC

End to end processdigitisation for callcentres, stores, partnerorganisations and salesteamsLocation:Melbourne, VICIndustry:TelecommunicationsTelecommunications CompanyB2B & B2C Salesforce ImplementationWhat’s the problem?What we did How did it do?The client sought to digitalisetheir end to end processes acrossboth their B2B and B3Cbusinesses Our client has chosen Salesforce astheir primary business support toolfor customer facing staff in theircall centres, stores, partnerorganisations and sales teams There are a number of Salesforceprojects at the client with a keyunifying theme of improvingcustomer centricity, speed to valueand productivity throughdigitisationPwC created a transformational roadmap tomaximise their Salesforce investment, ensuresecurity, and meet organisational compliance Strong business engagement by the architecture teamwith the business to ensure that the solution removedkey pain points for the organisation and took advantageof the capabilities included with Salesforce Sales andService Cloud licenses Integration and security approach determined by theArchitecture team for the existing marketingautomation and data warehouse solutions Facilitation of workshops to determine the enhancedSales Pipeline and Opportunity management processincluding contract management Design of a new complaints and compensationmanagement solution utilising Service Cloud Email toCase and SLA management functionality Formal engagement with the client’s architecturecouncil, security and privacy teams to ensurecompliance of the solution to organisational policies,directives and guidelinesThe solution delivered an improveduptake of Salesforce, resulting in betterdata quality and improved businessinsights Improved communications between sales,legal and customer onboarding teams Better sales pipeline information beingentered in the system and improvedcommunications between Sales, Legal andcustomer onboarding teams Reduction in complexity for the complaintmanagement team allowing them to focus onresolving the customer’s issue throughimproved automation and less re-keying The solution was delivered to meet theclient’s security standards and ensurestructural separation was preserved De-risk contract management process bybetter understanding the contractualobligations across a portfolio of customersPwC2

Creating a centralrepository, for allcustomers andprospects for a leadingAustralian foodmanufacturerLocation:Melbourne, VICIndustry:Food manufacturingFood and Agribusiness CompanySingle View of CustomerWhat’s the problem?What we did How did it do?The client needed to create a centralrepository for customers and leads, toprovide visibility of all customers beingmanaged between multiple business units Creation of a frictionless communicationstool to take customer communications from ablend of emails, excel sheets, and post-itnotes and facilitate sharing of IP across thebusiness units Creation of a single view of informationacross business units to streamline andmeasure sales Provide a collaboration tool for teams toshare ideas, wins and opportunities with eachother outside of their geography Uplift the process for Sales teams tocollaborate, share ideas and work with theBrand teamsPwC took a broad view of the engagementmeeting with global technology leadershipand established the guiding principle of‘no customization’, which meant PwC hadto be innovative in crafting the solution Over a three month period PwC used an agileapproach to deliver on two key themes:Remediation of the existing Salesforceplatform & Creation of the Retail CRMsolution Remediation of the existing Salesforce Orgwas necessary as several different suppliershad conducted changes on the platform. PwC’s commitment to quality meant bringingthe code back up to standard and establishingan acceptable level of controls and proceduresover environments PwC’s agile team used a blend of onshore andoffshore team members to deliver thefunctionality for the Retail CRM project inseveral sprintsPwC delivered a quality CRMimplementation, 100% on time and onbudget All info in one place (one source of truth), andproactive customer service Data management & delivery of instantinsights and recommendations Salesforce dashboards for home pages fordifferent profiles Integration with Office 365 for calendaraccess Intelligently captures customer emails &communication with less email and phonequeries Simplifies repetitive tasks & improvedcollaboration between departments Assists with aligning KPI’s & Supportsbusiness continuity planningPwC3

Implementing acustomer communityand knowledge base toenable self service for aleading universityLocation:Melbourne, VICIndustry:Higher educationPublic UniversityOnline CommunityWhat’s the problem?What we did How did it do?The client needed to source a better wayof engaging and interacting with theircustomer and enabling self servicecapabilities To implement a central repository for staff toaccess customer enquiries To replatform the legacy knowledgemanagement system and transition toSalesforce to utilise new technology, andretire older, obsolete products Enable customers to self serve, as well asraised questions Enable the ability for specific internal teamsto process enquiries containing sensitivesecurity informationPwC proposed a solution that not onlyenabled self service, but also leveragedtheir existing Salesforce Service Cloudinvestment PwC provided strong business engagementwith the client to ensure that the solutionremoved key pain points for the organisationand took advantage of the capabilitiesincluded with Salesforce Utilised declarative programming as much aspossible to provide succinctness and improvereadability and usability Lightning components were used wherepossible to enhance the user interfaceThe solution provided increasedprocessing efficiency and customerengagement through a revampedknowledge platform and enhanced userinterface The retirement of obsolete products and astreamlined service to cut unnecessary costs Engagement with a larger audience segmentthrough the addition of self serve options andthe ability to ask questions Uplift in staff efficiency by providing a 360view of the customers, and their enquiries, allin the one platform Overall we provided an engaging customerinterface platform which enhanced usagefrequencies and customer experiencePwC4

Migration existingSales Cloud to a Notfor-profit instance, andreplacement ofCampaign Monitor withMarketing CloudLocation:Sydney, NSWIndustry:Health servicesHealth and Dietary Service ProviderNFP Sales & Marketing AutomationWhat’s the problem?What we did How did it do?The client needed to migrate to aSalesforce Not-for-profit instance, andhave a solution to cope with theirincreasing volume of website call requests The client’s current Sales Cloud instance wasnot fit for purpose, there was a requirement totransition to a new not-for-profit instance ofSalesforce Sales Cloud Call requests from their website wereincreasing to an unmanageable level for salesstaff to call, and volume was anticipated togrow exponentiallyPwC worked with the client to develop acollaborative engagement where a localteam worked together with the client todeliver a solution using Sales andMarketing Cloud Delivery of a configured Salesforce not-forprofit instance Migration from an existing Sales Cloud ontothe new not-for-profit instance Delivery of Marketing Cloud, and migrationof content from legacy marketing automationsystem Marketing Cloud Connect Automated lead nurture journeys, via JourneyBuilder and web-to-lead Contract generation, via S-Docs Integration to Facebook lead forms, via LeadCapture for SalesforceThe solution delivered fully functioningSales Cloud instance, fit for purpose, withintegration to Marketing Cloud The local team worked onsite, using acollaborative team approach, which alignedwith client goals and the way their companypreferred to engage with providers The new Salesforce instance aligned withbusiness processes, and the transition tolightning gave the sales team renewedengagement with Salesforce Automated nurture journeys engaged leadsgenerated from their website (web-to-lead)and from Facebook lead forms (Lead Capturefor Salesforce)PwC5

Marketing cloud pilot,followed by a SalesCloud implementation,Marketing CloudConnect and MobileConnectLocation:Brisbane, QLDIndustry:Private clientsProperty Depreciation CompanyAutomated Lead & Job ManagementWhat’s the problem?What we did How did it do?The client required a new CRM to fit theirgrowing business needs, however werehesitant after a series of unsuccessfulcustom CRM implementations The client is a leading provider of taxdepreciation schedules. They help customersclaim the maximum tax entitlements on theirproperty and reduce their taxable income With unsuccessful CRM experiences in thepast, the client was left with multiple legacycustom CRM systems which were expensiveto maintain, and left them reliant on severalthird party IT vendors. This made themcautious about yet another CRM platform. The client also had a growing pipeline of leadsbeing passed to them by referrers, and wereunable to manage contacting all leads in atimely manor as volumes continued to growPwC created a roadmap of release phases,targeting the client’s biggest pain pointsfirst, to create incremental value andensure they were comfortable with theplatformPhase 1 - Marketing Cloud implementation Email based lead onboarding journeys,created in Journey Builder, to manage andengage with leads and drive them towardsconverting into an opportunityPhase 2 - Sales CRM implementation Migration from two legacy CRMs Marketing Cloud Connect Integration with website quoting engine,request a call, and other formsPhase 3 - Mobile Connect implementation SMS added into journeys to facilitate clientand supplier notificationsThe implementation of Sales andMarketing Cloud created a single view ofthe customer and allowed the client toscale their business Single view of the customer, with all job andclient information now stored in one system Reports and call requests can be made via thewebsite, and are visible instantly in Salesforce Automated email journeys improved referrallead conversion rates and allowed the clientto take on new referral partners Automated journeys also reduced the numberof outbound calls required, freeing up staff toallow for more strategic initiatives andbusiness developmentPwC6

implementation, 100% on time and on budget . Salesforce case studies Created Date: 11/27/2017 2:09:58 AM .