Digital Transformation Excellence: Revolutionizing Sales and Customer Service Experience for Professional Services
Overview.
In today’s fast-paced business environment, optimizing Salesforce implementation is crucial for maintaining a competitive edge. Current trends emphasize reducing technical debt, enhancing system performance, and improving user adoption. This case study explores how Coforge’s comprehensive Salesforce optimization program transformed a client’s decade-old system, leading to significant efficiency gains and cost savings. Read this case study to learn actionable strategies for overcoming similar challenges.
Inherited technical debt from a decade-old Salesforce implementation crippled our client’s salesforce instance. The governor limit issues strangled performance, leading to sluggish response times, and hindering user adoption. This, coupled with exorbitant maintenance costs and glacial development cycles, overwhelmed their IT resources. A lackluster user experience further hampered productivity for both sales and customer support teams, while error-prone manual processes eroded operational efficiency. To rectify these issues, we implemented a comprehensive Salesforce optimization program.
Solution.
Coforge optimized the technical debt based on the analysis of system understanding, architecture and performance logs. Code optimization improved the overall application performance & response times. Reusable components and seamless integrations with other systems reduced the manual intervention. Workshops were conducted with business users to understand the needs and provide them with a good user experience to have minimal clicks to complete a flow/process. A refined and simplified Data Model helped in reducing customizations and increasing scalability of the application.
The Impact.
50%
Faster Turn Around time for sales reps
40%
Reduction in Average Handling Time for support team
50%
Increase in login rates
Reduction in turn-around time for sales teams for the customers.
Reduction in resolution time for customer support agents.
50% increase in login rates.
Enhanced application to support more business use cases.
Optimized user licenses to save costs.
Streamlined and consolidated processes to avoid any revenue leakage & improved performance in applications.
