S4G

To support a customer-focused digital transformation, we created an omnichannel rollout and unification of case qualification, developed time-control mechanism criteria and integrated basic search elements within the enterprise resource planning (ERP) platform. Our work resulted in 50 percent more calls answered, a twofold increase in Net Promoter Score (NPS) and 96 percent of customers rating customer service with four or five stars.

By improving existing processes to optimize the Sales Cloud, constructing powerful, dynamic and intuitive dashboards, and enriching the mobile experience, we provided a fulsome understanding of the current situation, offered visuals of each customer’s evolution and enabled agile, data-based decision making. As a result, CRM functionality increased by 15 percent and there was a 15-to-20 percent increase in the quality of the deliverables.

We performed a full-scale migration to the latest Salesforce platform and developed custom configuration for a critical product line and implemented record management to generate projects, business opportunities, and proposals for sales teams. As a result, the client experienced a 90 percent decrease in time to create records, a reduction in record creation time from three minutes to 20 seconds, and a significant increase in the number of projects delivered.