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Case Study

A leading language learning solution provider optimised sales, support and order management by using Salesforce technology to become a customer focused organisation

About

A leading education technology company that offers software applications for online language learning.

Applications Supported:
  1. Salesforce Sales and Service Cloud
  2. Salesforce Force Platform
  3. 650+ Salesforce users

Challenges & Goals

As a well-established vendor for this customer, we have helped the customer to address the following challenges:

  • Challenges with legacy code and customization that had caused their Salesforce org to become unwieldy and difficult to maintain.
  • Challenges in enabling and empowering the Sales team to select products and customize quotes without depending on their Head Office.
  • They were finding that the cost of support for consumers was growing and becoming unavailable and wanted to enable self-service to deflect calls.
  • Errors in ensuring that orders and subscriptions between their Oracle ERP and Salesforce were synced properly and accurately.

Our Solution

Our team of certified Salesforce consultants with expertise in automation and Salesforce optimization implemented the following.

  • Interactive Support Portal

    Built a customized client support portal on force.com sites to deliver support to customers who visit their product-specific articles and FAQs via live chat and web to case functionalities. We redesigned and restructured the Visualforce pages to improve usability and use experience by making the website SEO compliant by aligning to SEO best practices. The Knowledgebase was also revamped and improved for better usability and relevance.

  • Salesforce Integration with Oracle ERP for Order Automation

    We set up Salesforce + Oracle integration to automate the order creation in Oracle ERP and asset creation in Salesforce and maintain the sync between the two systems.

  • Salesforce HealthCheck and Audit

    We performed a comprehensive Org cleanup to remove unused fields, reports, and profiles. Further, we optimized triggers to prevent exceptions due to governor limits and updated test classes to improve the overall code coverage.

  • Reseller Quoting Process Automation

    Service Order Form (SOF) is a custom quote tool that provides a customised interface for sales users to create, generate quote documents and send to the end customers. We modified the SOF tool for resellers with customised product and pricing structure, terms and conditions and quote templates.. We built various process flows to make it easy and intuitive for resellers by customizing the tool to allow automatic translation of interface for their sales representatives.

  • Salesforce Classic to Lightning Migration

    As a part of the migration process, we moved 60 components and Visualforce pages in 12 weeks. Our team moved over 1 million Notes/Attachments to Files in less than 4 weeks.

Outcome

  • Reduced cost of support through call deflection and self service, while improving customer satisfaction.
  • Significantly reduced turnaround time for order management teams and improving overall Sales process.
  • Improved the speed in responding to customers with quotes that enabled higher conversions on opportunities, leading to higher revenue.
  • Improved knowledge base enabled agents and support teams to respond quickly and effectively to support requests.

“Lister/SF teams deserve some major recognition for their work on our knowledge base during the last year – the work they have done makes not only my life easier, but makes it easier for our internal stakeholders and clients to find the information they need to be successful with us. People have been complaining about our support site for years, but the team has helped us turn it around and brought our ideas and needs to life, and now we get great feedback! And our deployments, big and small, are always SUPER fast and efficient. They deliver on deadline and usually go above and beyond, pointing out things we missed or suggesting features and updates to make our site better.”

Enterprise Client Manager

Client Speak

Client Speak

“Lister/SF teams deserve some major recognition for their work on our knowledge base during the last year – the work they have done makes not only my life easier, but makes it easier for our internal stakeholders and clients to find the information they need to be successful with us. People have been complaining about our support site for years, but the team have helped us turn it around and brought our ideas and needs to life, and now we get great feedback! And our deployments, big and small, are always SUPER fast and efficient. They deliver on deadline and usually go above and beyond, pointing out things we missed or suggesting features and updates to make our site better.”

Enterprise Client Manager

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