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The positive side to the COVID-19 crisis was that it prompted a wave of innovation in business. As part of BrightGen’s service management team, I’m always working with customers to see quick wins with Salesforce.
I’ve gathered a few examples of how our team has helped our customers in the last couple of months. I hope these will be helpful hints to get you thinking differently about getting value from Salesforce. It’s not always as difficult as you might think!
A couple of our customers found that they were wasting time uploading documents to both Salesforce and Microsoft SharePoint. This doubled their efforts and they needed to make the documents available for different internal audiences. They wanted to know if they could upload the document to one place and have it save in multiple locations.
This is something BrightGen has enabled for several companies. If you need to attach files for your business to use one version, we can configure it in Salesforce. Then you can centrally store and retrieve either in Salesforce, or directly via the application. We have done this for organisations using Microsoft Sharepoint and also Power Automate.
A different customer told me they were frustrated with creating repeat Conga Forms from scratch for relatively minor purposes. They needed to record signatures to get things authorised but the process was highly manual. They had to record the same data across multiple systems. The admin of filling in Salesforce fields was laborious, risking human error when recording data. Sometimes data was being skipped altogether.
We showed them how to create pre-populated forms. As the forms didn’t need to be signed for legal reasons, it could be done electronically. They could then set this up so that Salesforce fields would get updated with new data, including the authorisation signature. Everything is now available in one place, rather than across multiple systems. Their process is digitalised, low-effort and automatic.
This will be a familiar story to many… Our customer came to us with the challenge of receiving thousands of spam emails every day. These were coming from bots accessing their online forms.
BrightGen’s service management team implemented Recaptcha for them. This solution has saved them time and effort trawling through emails to find what they really wanted to see. They could also save data storage space, which helps with processing speeds.
Pardot users: did you know that when you migrate to the Lightning experience in Salesforce, you should also upgrade Pardot? We guided one of our customers through this Pardot transition, helping them rethink their entire customer journey in the process enabling them to utilise the B2B analytics that come with Pardot functionality. With a little bit of planning and thought as to your customer’s journey, you will be able to analyse the associated data.
With reduced ability for face to face meetings during lockdown, we’ve been helping a number of customers reconfigure their infrastructure to manage the new way of working.
Many of our customers have come to us with issues around setting up remote working while their offices have been closed. Their employees have had to find new ways to fulfil their role. To facilitate home working or remote working, we’ve helped them implement Okta. This utilises 2-Factor Authentication and Single Sign On. As a result, employees have been able to work remotely and the company’s security has not been compromised. They only need to log in once and access all parts of the system they need to access.
We’ve spoken to companies who don’t have offices where their clients are, so they’re unable to conduct face-to-face communications with their customers. For these companies, we’ve enabled ‘web chat’. Customers based in Asia or in different time zones particularly appreciate this feature.
Customers can be anywhere in the world and when they want to ask questions or know more about products right there and right then. They can use their mobile phone or web chat to communicate directly with customer service agents. This is not only more efficient, but also reflects the shift to using social media apps to enable a more human exchange, brining more of a personal touch.
If you would like to talk about any quick wins with Salesforce for your business, please get in touch. We are certainly learning to re-balance our business and here to help you re-balance yours.
13th April 2021
by Jim Llewellyn
6th April 2021
by Talent Team
31st March 2021
by Julia Valentine
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