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Case Study

Confidential: Staff Augmentation

Case Study

Automate processes and integrate a support team, improving operational efficiency and data accuracy.

Driving seamless approvals, data accuracy, and customer support transformation.

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engagement type

Staff Augmentation
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product

Sales Cloud
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industry

Communications & Media
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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.
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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.
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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.
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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.

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