Automate processes and integrate a support team, improving operational efficiency and data accuracy.
Driving seamless approvals, data accuracy, and customer support transformation.

The client organization equips professionals in government, law, tax, and accounting with essential news, data, and analysis for informed decision-making.
Overview
- Key Challenges: Complex workflows, data issues, and manual approvals.
- Key Solutions: Automation, real-time sync, and upgraded support tools.
- Key Results: Faster approvals, accurate data, and better customer service.

challenges
- Operational Delays: High support ticket volume and admin backlog slowed operations.
- Complex Development Needs: Custom development and data migration were difficult to manage.
- Manual Processes: Contract approvals and data fixes were slow and manual.
- Data Sync Issues: Inconsistent Salesforce-SAP sync caused errors in financial and customer data.
- Lead Processing Errors: System struggled with bulk lead processing, causing errors.
- Limited Customer Support: Live Agent lacked key features, limiting service efficiency.

Solutions
- Team Integration: Fully embedded support team within client operations, ensuring consistent, hands-on assistance.
- Automated Core Processes: Deployed automations for development, data migration, lead management, and contract approvals.
- Real-Time Data Sync: Implemented tool to automate sync between Salesforce and SAP, ensuring accurate and up-to-date data.
- Upgraded Customer Service Tools: Replaced Live Agent with Messaging for In App and Web (MIAW), introducing features like real-time chat, file attachments, and transcript downloads to enhance customer interactions.

Impact
- Seamless Team Expansion: The team became a core part of operations, delivering consistent assistance.
- Improved Efficiency: Automation cut manual effort by 30%, reduced errors and accelerated lead management.
- Faster Approvals: Advanced approvals sped up quote handling and renewals, and improved revenue flow.
- Accurate Data: Real-time Salesforce-SAP sync ensured error-free financial data and smoother invoicing.
- Better Customer Experience: MIAW improved response times and communication, enhancing customer satisfaction.