One View of The Customer: Service Cloud + Sales Cloud + Experience Cloud

Company Profile and Overview

Industry: Software for Healthcare & Commercial Buildings

Location: Toronto, Ontario, Canada

Employee Category Range: 51 – 200 employees

Salesforce Clouds: Service Cloud, Experience Cloud & Sales Cloud

Company Overview: Software and technology solutions for hospital and commercial building management

Leveraging Service Cloud, Sales Cloud and Experience Cloud for increased organizational efficiencies

  • These was a significant disconnect between sales and customer support for customer handoff which resulted in poor customer experience
  • Gaps in reporting capabilities made it difficult to produce timely and accurate metrics to management that show relation between revenue and support costs
  • Limited ability to track site information in their existing Zendesk solution
    Existing PipelineDeals CRM system provided limited options for them to scale their operations and integrate customer data with support related cases
  • Previous Technology:
    PipelineDeals and Zendesk
  • Salesforce Clouds:
    Service Cloud, Experience Cloud and Sales Cloud
  • Implemented a unified sales, service and community portal solution
  • Created custom objects to track their customer data technology hierarchy (separate from the account hierarchy)
  • Migrated 5 years of customer support ticket data from Zendesk to Salesforce
  • Migrated account, contact, opportunity, tasks and files from PipelineDeals into Salesforce
  • Sales and Service teams are now more efficient in their day-to-day activities
  • Team members now have one view of the customer through Sales, Service and a new Customer Experience portal
  • Quick time to value: Multi Cloud setup, integration and training were completed within 2 months of project launch
  • On budget: SkyVenn and the customer collaborated to prioritize requirements and ensure the solution was launched with critical functionality to support inflight business processes without any budget creep

SkyVenn is Dedicated to Customer Success

Since 2010 SkyVenn has been delivering tailored Salesforce solutions to help meet each of our client’s unique requirements. We are led by former Salesforce employees and leverage years of experience and industry best practices to ensure a successful implementation. We are committed to seeing our customers wildly successful on the Salesforce platform.

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