Operationists have access to SF, they are managing income, spending, prices. Also they see the performance of the Sales Team.
Sales Team have access Salesforces CRM: they manage accounts in their different statuses (prospect, cold, hot) and they close the deals.
Support Team – have NO access to SF, only to the portal, where they see the info about clients, but not prices and their spendings.
Support team is getting an inquiry from a client about the service they need to acquire on our portal.
How it was back then:
- Support manager has no access to SF, so when they get an inquiry they transfer it to the Sales team.
- Sales manager makes requested changes in SF and sends this info back to the support manager.
- Support manager then needs the help of the system administrator for him to make the actual changes on the server.
- Support gets the required result and goes back to the client.
As you can see, this process has too many steps and people involved. It spends lots of time and creates situations, where this complex system will eventually fail and result in a bad experience for clients.
How it is now:
- Support manager gets an inquiry from the client, enters the client's account at our portal and makes changes.
- Changed settings in a portal automatically transfer to SF, apply the changes on the back-end and configures the server in a new requested way.
- The client gets automated notification of his now available new service.
This automated process resulted in a much faster performance with less people involved and without back-tracking.