salesforce case study

VRP's Salesforce Case Studies

“Loved by our clients. Why? Because we are fearless in our approach to meet your requirements and exceed your expectations. It's why we consistently receive an average customer satisfaction rating of 4.8 out of 5. Loved by Salesforce. Why? Because we're innovating and driving customer success. It's why we received the Salesforce Partner Innovation Award in both 2022 and 2020.

We have successfully completed over 2,000 Salesforce ® projects

We've worked with businesses of all sizes and industries, each with their own unique set of requirements. Together we’ve gone through the Salesforce journey, from initial implementations, expanding functionality of existing solutions, to developing custom applications. To us, success means helping our customers achieve their digital transformation goals.

Customer Success Stories

As your experienced partner, we know what it takes to deliver the right solution together whether you're new to Salesforce, requiring initial implementation, or already a Salesforce user looking to extend your functionality.

Financial Services

Food and Beverage

Manufacturing

Recruitment

Transportation

Travel & Hospitality

• AppExchange/PDO
• Community Cloud
• Customer 360

Experience Cloud

• Lightning App
• Loyalty Cloud
• Marketing Cloud

Nonprofit Cloud

• Nonprofit Success Pack

Sales Cloud

Salesforce Platform

• Service Cloud
• Tableau CRM

Re-configure and enhance their existing solution to support new business processes, migrate data and fix fundamental errors.

Everyone at VRP that we interacted with was very professional and highly skilled at their role. We feel we made the right decision to partner with VRP to help us clean up and redesign our Salesforce instance, and we are happy with the outcome.

Vice President of Revenue Operation

Implementing a new payment solution capable of handling an exponential increase in donations and delivered best practice followup journeys.

Nonprofit Cloud, Marketing Cloud

VRP engaged quickly and effectively to help scale our Salesforce Nonprofit Cloud platform to manage the huge influx of donations we have received during this time of crisis. The new third-party donation platform integration and Marketing Cloud automation keeps us better connected to our donors and has saved valuable time so we can focus on our mission.

Coordinator of Resource Mobilization Dept

Innovative solution to capture qualitative video feedback, transcribe, run sentiment analysis and determine AI next best actions to automate assessment processes.

Experience Cloud, Tableau CRM, Heroku, Appinium, Customer 360, Einstein

Working with VRP has been great for us. The VRP team has always taken on board our crazy ideas and helped to turn them into solutions which are workable, scalable and impactful.

Provide a sustained engineering team, QA automation and team augmentation as per client project needs

Sales Cloud, Experience Cloud, AppExchange/PDO

I was immediately impressed by the VRP team's ability to get up to speed with our work and take on core responsibilities. Communicating with them has been easy from day one and their work ethic has been exceptional.

Senior Product Engineer

Updated legacy data management and billing systems to increase operational efficiencies

VRP Consulting demonstrated great competence within the Salesforce ecosystem. Their team was flexible and responded quickly so we were always informed and in control.

Director Of Business Services

Analysis of existing Apps on the AppExchange, developing a new Lightning for the AppExchange, reliable Product Outsourcing Partner

AppExchange/PDO, Bullhorn, Salesforce Platform, Lightning App

Netherlands

VRP Consulting is our trusted partner. We value VRP's expertise and experience in both Salesforce and Bullhorn. We are happy to recommend them as an AppExchange development, implementation and support partner.

SVP Product, Salesforce At Bullhorn

Rapid implementation and configuration of NPSP and postcode API call outs

VRP Consulting took the time to listen and understand our business. They translated this into exactly what we were looking for. A once obscure process is now streamlined and everyone has visibility.

Interim Senior Manager

Delivering an innovative giving site to facilitate grants and donations

San Francisco, USA

Thanks to VRP's skills and experience in both the technical process and managing the project, we have an enhanced donor site, delivered on time and on budget. We appreciate their quick and effective communication, adherence to deadlines as well as technical advice and insights.

Vice President for Information Technology

Created and configured a new customer and partner portal to increase customer satisfaction and streamline collaboration

Experience Cloud, Service Cloud

With VRP you can always expect clear communication, commitment to meet project goals and proactive input of ideas for the optimal implementation.

Head Of Master Data & Contracting

Digitally transform the business using an innovative and scalable recruitment platform to support lead generation and expansion into new markets.

VRPs' agility in adapting to the situation enabled us to continue with our implementation of a recruitment solution. We are now working on expanding this to a lead gen and sales solution.

Marketing & IT Specialist

Partnership

Service Cloud, Experience Cloud, Community Cloud

Aviation / Manufacturing

VRP has been a key partner in ideation, design and delivery of Yocova. They continue to impress with their attention to detail, high level of communication, and willingness to go the extra mile.

Chief Product Officer

Tableau CRM, Einstein

VRP’s expertise in predictive analytics and their ability to understand our particular set of challenges, especially during the pandemic, were instrumental in enabling us to optimise our commercial strategy.

Vice President Of Sales

Transform Welk Resorts marketing system to a new personalised, multi-channel solution

Marketing Cloud, Sales Cloud, Einstein

Travel & Hospitality, Consulting

We value VRP’s expertise in all things Marketing Cloud and their ability to adapt and pivot with all our diverse needs.

Digital Program Manager

Moving to a unified platform to deal with accelerated business growth

VRP is very flexible, highly skilful, supportive all the time and made the implementation a smooth & easy to reach goal. VRP Consulting is not just a consultant, they are a team player.

Sales & Business Development

Getting on the Salesforce AppExchange

Service Cloud, Tableau CRM, AppExchange/PDO

VRP Consulting helped us develop our AppExchange App and expertly navigated the security review process. I'd highly recommend them for any PDO project.

VP Sales & Partnerships

VRP's expertise and experience across industries and Salesforce Clouds is evident in every joint project we work on. We are delighted to recommend them for implementation, consulting and support.

Senior Director EMEA Alliances

We are proud to join forces with VRP Consulting whose experience as an award-winning consulting and outsourcing expert makes them a trustworthy partner. With their vast experience, they are premium experts of all things Salesforce.

Partner Manager

We're delighted to be partnered with VRP Consulting to help companies drive digital transformation through DevOps. VRP's Salesforce experience and expertise mean they can be trusted to deliver the results you need.

EMEA Managing Director

VRP has a breadth of experience across all Salesforce clouds and industries, making them a great partner for any organisation. Whether you need a stock implementation, tailored solution or support, VRP can help.

VRP is very flexible, highly skillful, supportive all the time and made the implementation a smooth & easy to reach goal. VRP are not just consultants, they are team players.

We're delighted to be partnered with VRP Consulting to help transform companies by integrating their systems. Their extensive Salesforce experience and expertise means they can be trusted to deliver the results you need.

VP and General Manager EMEA

VRP rocks as a partner and has helped us deliver the benefits of Appinium and Salesforce quickly and efficiently to our joint clients.

VRP Consulting as a Certified Salesforce Product Development Organization excels as an Accounting Seed partner in the US and EMEA.

Consulting design and delivery engagement to merge Thalys and Eurostar orgs, data and processes following corporate merger

Service Cloud, Sales Cloud, Marketing Cloud, Loyalty Cloud, Boomi, MuleSoft

UK, France, Benelux, Germany

The successful launch of the DELTA project saw Eurostar reach a significant milestone in its digital transformation journey. Thanks to the support of VRP's technical expertise, Eurostar is able to provide a unified customer experience for our contact centre customers.

Chief Technology Officer (CTO)

Implementation of Salesforce.org to gain visibility into fundraising activities

Nonprofit Success Pack, Nonprofit Cloud, iRaiser, Mailchimp

VRP Consulting's active communication throughout the process kept us in the loop and ensured questions were answered and requests implemented. The whole team was flexible and delivered the highest quality.

Resource Mobilization Officer

Consulting engagement to create a dedicated online portal offering resources to assist refugee and immigrant jobseekers

A nonprofit supporting Ukrainian refugee professionals in Poland gains a powerful digital hub to support their work.

VP of Technology

Our Commitments to you

• Transparent You always know what's going on because we provide clear and concise updates throughout the project. We have regular show-and-tell sessions with stakeholders to get feedback and fresh inputs as the project moves along. Throughout the collaboration you are in total control.
• Agile In this fast-paced world you need to react to changes and seize opportunities. We can rapidly respond as the project evolves based on changing circumstances or end-user wishes. You have full access to our centres of excellence.
• Innovative Innovation comes from people. Use our experience and expertise to turn your Salesforce platform into the optimal solution. We hone the ideas from your own organization and unleash the power to create something incredible. Whether you are implementing Salesforce for the first time or evolving your platform; chances are we've done it before or know how to do it.
• Customer Obsessed Your success drives our business. All our employees put their customers first in every project, to the point where we feel part of your team. As projects move towards completion, our clients often ask to continue our collaboration, either on new phases or providing support.

Why choose VRP Consulting?

We are a global full-service Salesforce® consulting, development and outsourcing partner delivering across the entire Salesforce platform.

2,000+ successful projects

In the last 25+ years, over 400 clients have received more than 2,000 successful Salesforce projects, rating them on average above 4.8 out of 5.

1,100+ expert certifications

You can access our talent pool of Salesforce Certified Administrators, Service & Sales Consultants and Force.com Developers to meet your business needs.

25+ years in operation

We are award-winning Salesforce Consulting Partners and Expert PDO Navigators. Our staff are constantly building on their knowledge with training and innovative projects.

13 offices in 10 countries

Local client-facing teams in EMEA and North America, and delivery hubs at scale in Poland, South America and the Philippines provide the right blend of quality and cost.

24/7 support

Follow-the-sun support providing constant support regardless of your location.

Industry and cloud expertise coupled with best-in-class ISV app partners to deliver perfect solutions.

Agile to deliver effectively

For all projects from QuickStarts to multi-year enterprise transformation programs.

Flexible client services

Including consulting, outsourcing, custom development and managed services.

Cost effective

Blend of local and remote certified experts to provide engagement and delivery that is right for your business.

Find the right solution for your business

Kickstart your next Salesforce project with an award-winning Salesforce partner. Complete the form and one of our consultants will get back to you. No matter your size, industry or requirements, we have the expertise and experience to help you achieve your goals.

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Salesforce: An Agile Case Study

Key Takeaways: What worked for Salesforce 

• Organizational culture and established values prime an organization to be ready to take on an Agile framework.
• When Agile values are communicated from the top, they are infused into the organizational mindset to occur organically without enforcement as “rules.”
• Finding the right language to explain Agile to un-transitioned departments encourages teams to use Agile frameworks in a way that works for them.  

  In 2006 Salesforce decided to go all in with agile and transform their entire R&D department from traditional “Waterfall” SDLC — a top-down software lifecycle process — to Scrum, an iterative agile framework. At the outset of the transition, company leadership knew they would face roadblocks if they couldn’t make clear to employees the compatibility between Scrum principles, their company’s mission, and their individual employees’ values. Without this critical first step, the same lightweight, adaptable quality that makes Scrum successful could also render it susceptible to misinterpretation. So, Salesforce began its agile transformation not by blindly adopting the Scrum framework, but by first educating employees on Scrum’s alignment with preexisting company values.    Their “Educate Without Enforcing” strategy generated positive results, in part because upper management and staff already shared a coherent sense of the company’s overall mission and each employee’s individual purpose and could easily explain how the Scrum framework was uniquely suited to achieve those ends.    “We are fortunate that our founders were as intentional about the culture they wanted to create as they were about the products they wanted to build,” says Arun Ramanna, an Enterprise Agile Coach at Salesforce. “Agile frameworks such as Scrum, XP, and Lean face less transitional challenges at Salesforce than at others, because Salesforce has an environment of trust, customer success, diversity, equality, and innovation.”   It was in 1999 that Salesforce founded their popular  V2MOM Process . The acronym stands for vision, values, methods, obstacles and measures, and is used as a management tool for organization wide communication and adaptive development.V2MOM had pre-established transparency throughout the organization, so the company had a cultivated sense of trust vital to successful Scrum practices. And as a result, Salesforce proved to be better prepared for Scrum than many other pre- or partially agile organizations.   Yet challenges remained. Project managers feared losing the accurate timetables and deliverables on which they relied, and it was difficult to explain to them the purposes of agility beyond its concrete definition or discrete practices. To address these issues, the company held frequent meetings with departments that had not switched to an agile framework, framing agility as a mindset uniquely compatible with — and already present within — the organization’s mission and values. Leaders were able to explain how and why agility aligned with Salesforce and its employees’ sense of shared purpose.    Salesforce also used the strategy of framing Agile techniques, such as XP practices, Scrum artifacts, and Lean thinking as “tools.” This helped the company explain the benefits of agility to the organization without imposing Agile principles as mandates.    “We often hear our leaders say things like ‘Make sure we are focused on our customer’s success’, ‘Better, better, never done!’ and ‘Let’s approach it with a beginner’s mind’ to keep us on this journey,” Arun explains. These phrases embody the values of the  Agile Manifesto . Salesforce leaders regularly communicate the sentiment of agile without directly enforcingthe values as hard rules.   “Salesforce is always looking to improve our technology, products, and processes to make us more agile and customer focused,” continues Arun. “It’s because Salesforce continues to have both ‘top-down’ and ‘bottom-up’ organizational buy in and support for agile that it is able to be so successful and adaptive.”    Today, Salesforce continues to explore new approaches in applying agility within its different departments. As an organization, they remain flexible regarding their methods and open-minded about their results and are still discovering what practices work in different organizational contexts. Currently, their most essential task has become learning to tailor Agile methods to allow all departments and teams to have an iterative approach to work.    “The response has been very positive thus far, and it would be hard to imagine ever going back to a traditional waterfall approach,” Arun concludes. “In fact, our agile coaching team’s long-term goal is to spread this agile mindset beyond our R&D, IT and Marketing departments to our entire organization, and to all our partners and customers.”

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Salesforce case studies.

Check out our successful Health Cloud, Service Cloud, Experience Cloud, Sales Cloud, Pardot, and CPQ implementations across our healthcare, life sciences, and medical device clients

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Our client, an internationally renowned acute care hospital, ranks in the top 1% of US-based hospitals for ten adult specialties. From preventing cancer with revolutionary techniques to treating orthopedic issues by leveraging the latest advances, our client seeks to provide personalized care to each patient.

Our client is a forward-thinking clinical diagnostics company whose research solves global health challenges. Despite its cutting-edge protein discovery platform, an aging physician portal was becoming an obstacle to crafting exceptional provider experiences.

Our client, a worldwide insurance provider, aims to protect the health of individuals and families while they travel overseas. The company has consistently emphasized the importance of technology in delivering convenient experiences for its members via mobile applications and telehealth services. Now, our client is poised to enhance the experiences of partner plan administrators by fully leveraging its Salesforce platforms.

Our client stands as one of the largest non-profit healthcare networks in its state, dedicated to delivering exceptional health services to a diverse community. What distinguishes it from its local competitors is a unique ambition: the challenge to exceed national standards in healthcare excellence.

In December 2022, the OCR ruling sent shockwaves through the healthcare industry, calling into question the use of third-party trackers that were integral to our client’s marketing strategies. This development introduced an entirely new challenge.

There were two options: get rid of the industry-standard web tracking platform Google Analytics or implement less powerful alternatives. Penrod suggested a third option – why not make Google Analytics HIPAA-compliant with the power of Salesforce?

Our client is a non-profit mental health clinic seeking to help veterans and service members improve their quality of life. Their in-person and telehealth offerings tackle challenging issues many service members face, like depression, PTSD, grief, relationships, and anger.

Focused on convenient access, low wait times, and inclusivity, our client is on a mission to help its patients improve the quality of their lives without barriers to care. However, their main patient communications tool and manual processes was becoming internal barrier to post-treatment engagement.

Our client provides top-tier mental healthcare tailored to the unique challenges of veterans and service members. They focus on breaking down barriers to care, including location, financial, and behavioral factors. Their convenient in-person and telehealth offerings treat depression, PTSD, grief, relationships, and anger.

However, our client recognized an internal bottleneck during patient intake. To expand access even further, they recognized the need for a dedicated patient acquisition and intake platform.

IBM is one of the largest technology and consulting companies in the world. But that’s an understatement.

Over 282,000 employees and 50,000 IBM Business Partners work together to support the company’s cloud, SaaS, global markets and IBM Consulting™ business units. These business units provide the expertise, solutions and services utilized by more than 530,000 IBM clients worldwide.

Factor in the hundreds of applications and systems through which clients and IBM employees communicate, and you end up with a robust but increasingly complex web of people, technology and data.

IBM is no stranger to the complexity that comes with running a large enterprise.

The organization has successfully managed multiple business lines that include hardware, software, services, new acquisitions and spinout companies. Additionally, clients typically use solutions from several of IBM’s business lines — solutions traditionally supported by different teams using their own channels of communication.

IBM recognized these disparate channels were only adding more complexity to its legacy systems, without improving information-sharing between teams.

Clients were directed to different support channels based on their product or service inquiry and often had to start from square one with each new interaction. Their phone calls, emails and chat histories were dispersed in various repositories that were inaccessible to agents and sellers from other parts of the business.

Internally, IBM Client Service and IBM Sales professionals lacked insight into the complete client data and activity history, which made a personalized customer service and sales approach challenging. Agents and sellers were also tasked with juggling multiple systems to address client concerns or manage their business. This made it difficult to find relevant answers to client inquiries and added friction to the digital sales experience.

At the industry level, both customers and organizations were eager to shift towards digital ways of working and communicating.

As an innovator of hybrid cloud and AI technologies, leaders from IBM Client Service and IBM Sales sought to pioneer a digitized, streamlined, service-focused platform that could consolidate its infrastructure and reduce complexity.

Digitization & AI

IBM Watson virtual assistants held a 58% containment rate for over 9 months

Reduced resolution time

Reduced resolution time by 26% with question assistant and cognitive case routing

IBM turned to Salesforce, a market-leading cloud-based software company, to assist with its transformation efforts.

Salesforce creates and supports an integrated CRM platform called Customer 360  (link resides outside of ibm.com) which unifies all client, client service and seller experiences under a single source of truth. This single source of truth gives IBM’s Client Service and Sales organizations, regardless of business unit, a holistic view into the client journey. Teams all over the world can collaborate and work together in one platform to provide fast, data-driven engagement that meets the client where they are.

Because of its openness and extensibility, Geoff Marinski, IBM 360 Strategy and CTO, Finance and Operations, felt “Salesforce was the obvious choice to support IBM. When you look at the scope of things we wanted to achieve, and account for IBM’s size, Salesforce was one of the few platforms with an open API that provided the scalability we needed with tons of critical out-of-the-box features.”

On the journey to Customer 360, IBM started with its Client Service business. As mentioned above, IBM’s contact centers formerly employed dozens of different tools and channels for client support.

With the help of Salesforce products and cloud experts from within IBM Consulting, IBM was able to consolidate its phone, email and chat support tools onto Salesforce Service Cloud. This single solution gave agents complete transparency into each client’s support activity, including previous inquires. With relevant client data and support tools all in one place, agents were better equipped to deliver personalized, data-driven service at speed.

Despite receiving thousands of calls and inquiries daily, Service Cloud has seen a 26% decrease in time to resolution (TTR). Additionally, IBM case support saw a 25-point increase in its Net Promoter Score in Q4 of 2021. Agents are answering questions faster than ever with the elimination of repetitive tasks and new insights into client activities.

IBM watsonx Assistant  also provides routing capabilities that help reduce TTR. It does so by using automation to intelligently direct inquiries to the correct agents. Holly Payton, Change Management Lead for IBM’s Cognitive Support Platform (CSP), says: “When we combined Salesforce with Watson’s cognitive capabilities, we created a CSP that delivers unique experiences only IBM can offer. Our clients get the best of both worlds — the power of Customer 360 and the intelligence of Watson.”

Self-service virtual assistants resolve customer questions in 12% of sessions without needing to create new cases. Case Prioritization, which delivers a personalized and prioritized list of backlogs to IBM Support Professionals, saves each agent up to 45 minutes a day.

“Working with our world-class integration team in IBM Consulting helped us get our CRM platform up and running with the right data. Once Service Cloud was live in our contact centers, we were able to leverage Salesforce’s built-in features to fast-track our transformation into Sales Cloud and the rest of the organization,” says Marinski.

Following the initial success of Salesforce Service Cloud, IBM deployed Sales Cloud using the same formula: fast-paced integration, resource and process optimization, out-of-the-box features and a single source of truth.

Previously, IBM Sales teams were unable to share relevant customer and opportunity information across sources. Sellers found it difficult to know who to contact and which opportunities to prioritize, and many struggled to align criteria for lead conversion and forecast stages with other teams. With the move to Salesforce, transformation leaders like Kendra Siegle, Executive Program Manager for IBM’s internal instance of Sales Cloud, sought to remedy these pain points and bring major improvements to the sales process.

“Sales Cloud uses Salesforce’s architecture, coupled with its leading practices, to drive a successful CRM platform that’s built for all routes to market,” says Siegle. Sales Cloud is home to the world’s largest business application marketplace for sellers, sales managers and partners. There, user-friendly apps for virtual selling, forecasting, community-building and more help to increase productivity and accelerate clients through the sales journey.

IBM’s decision to adopt Sales Cloud was made even easier by Salesforce’s strong industry reputation. Most sellers are familiar with the platform and have likely used it at some point in their career. Currently, tens of thousands of IBM sellers, sales managers and partners use Sales Cloud to build stronger client relationships, manage workflows and accelerate deals.

As the IBM Client Service and Sales teams unify on the Salesforce CRM platform, IBM is bringing Salesforce Customer 360 to life. Customer 360 connects everyone at IBM under one source, giving all employees the power to make smarter, faster decisions using relevant data.

Throughout the integration and onboarding process, IBM used Salesforce’s open API architecture to infuse the cognitive capabilities of IBM Watson into Customer 360. IBM Watson virtual assistants use AI to answer client inquiries and streamline communication between agents from different departments.

IBM Watson®’s cognitive case routing functions pair client cases with the appropriate seller or support agents, saving employees time and encouraging more fruitful customer interactions. With robotic process automation, administrative tasks and common resolutions are automated so that agents can focus on skill-building and personalizing client communications. In 2021, Slack became an integral addition to IBM’s Customer 360 transformation. IBM is the world’s largest Slack customer, and the first to demonstrate the value of a Slack and Customer 360 integration.

IBM uses Slack as its ‘DigitalHQ’ to cut through the noise of traditional email-based communications. The goal is to encourage end-to-end collaboration across the entire company. Slack’s speedy messaging system increases transparency between IBM employees, partners and clients and inspires deeper interactions through channel creation. Slack also gives IBM a competitive edge at a time when so many of its peers and competitors are scrambling to adapt to in-office, remote and hybrid work models.

Since 2017, IBM and experts from IBM Consulting have onboarded over 30,000 IBM Client Service and Sales users onto the Salesforce Customer 360 platform. IBM’s Customer 360 implementation with IBM Watson integration has fortified the organization for a digital, data-driven, service-focused future.

IBM is a leading cloud platform and cognitive solutions company. With more than 282,000 employees serving clients in 170 countries, IBM is the largest technology and consulting employer in the world.

To learn more about the IBM solutions featured in this story, please contact your IBM representative or IBM Business Partner.

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© Copyright IBM Corporation 2022. IBM Corporation, IBM Consulting, New Orchard Road, Armonk, NY 10504

Produced in the United States of America, July 2022.

IBM, the IBM logo, ibm.com, IBM Consulting and IBM Watson are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at ibm.com/legal/copyright-trademark .

This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates.

The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.

Customer Stories

Cloudsquare has a proven track record of helping hundreds of businesses throughout the years. For our team, every challenge is different, and every project is unique. Read on and discover how we helped our customers grow and achieve their Salesforce goals.

Everlasting Capital Salesforce Success Story 

Intuitive decision management tool built in Salesforce drastically reduces the lending submission process time by 80%, propelling the company toward remarkable growth.

Coastal Waste Salesforce Success Story

An Integrated Pricing and Proposal Solution built in Salesforce revolutionizes the Solid Waste Disposal and Recycling industry, positioning the company for scalable growth.

Wellness IQ Salesforce Case Study

How implementing a Salesforce Customer Community portal helped a wellness services provider manage their members better while achieving their long-term growth potential.

Want to achieve the same success in your business?

Contact our Salesforce experts and let us solve any challenge you might have!

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Salesforce: Revolutionizing the CI/CD pipeline with powerful VM machine types

About Salesforce

Salesforce is a cloud-based software company that offers organizations a range of tools and services to optimize marketing, application development, customer service, and more. Its flagship Salesforce CRM service is among the most ubiquitous customer relationship management solutions in the world.

Tell us your challenge. We're here to help.

AMD, a Google Cloud partner, develops high-performance computing and visualization products to solve some of the world’s toughest and most interesting challenges.

Salesforce uses AMD EPYC™ Processor-powered N2D machine types on Google Compute Engine to boost performance and reduce costs associated with its mission-critical CI/CD pipeline.

Google cloud results.

• Supports scale of 250,000 VMs daily to power CI/CD pipeline
• Enables engineering team to conduct up to one million tests regularly
• Reduces overall costs associated with underlying VM infrastructure
• Enhances global reach through regionally available cloud services

Reduces time to scale up VMs from months to minutes

Customer relationship management (CRM) software is one of the most popular tools companies use to build strong relationships with existing and new clients. As more customer-related data becomes available to all organizations, solutions that can generate insights off the vast treasure trove of data can make the difference between thriving or struggling to stand out in today’s competitive markets.

Salesforce is one of the world’s leading providers of CRM solutions. Over the past two decades, the company has become ubiquitous across regions and industries. Today, Salesforce continues to push CRM innovation, constantly delivering new capabilities that enable organizations worldwide to optimize marketing, customer service, application development, and other vital business activities.

"Providing our scope of applications at scale requires tremendous IT infrastructure," says Vidur Apparao, Senior Vice President of Engineering at Salesforce. "We began leveraging the public cloud to more efficiently manage workloads, improve our developer and infrastructure agility, and speed product time to market in new regions."

Salesforce relies heavily on virtual machines (VMs) to support the continuous integration and continuous delivery (CI/CD) pipeline fueling its flagship CRM software, spinning up as many as 250,000 VMs daily. After running VMs on-prem for years, it recognized the opportunity to reduce costs and improve performance by running AMD EPYC™ processor-powered N2D machine types on Google Cloud.

"Google Cloud gives us the infrastructure, agility, and workload support to scale our VMs as needed. With Google Cloud, we can move easily from being in just one region to several—all now offering greater reliability in our test systems. Google Cloud meets us wherever we need to be."

Supporting vital testing environments with no disruption

To provide people with optimized experiences when using Salesforce CRM tools, the company’s engineers constantly refine the software’s underlying code. With each change, Salesforce executes more than one million tests to validate the code’s quality and ensure development is progressing as planned. All of this is done through VMs.

VM utilization is also impacted by seasonal shifts, feature freeze deadlines, and more, meaning that Salesforce needs the ability to efficiently scale its number of VMs up and down as work requires.

"Google Cloud gives us the infrastructure, agility, and workload support to scale our VMs as needed," says Vidur. "With Google Cloud, we can move easily from being in just one region to several—all now offering greater reliability in our test systems. Google Cloud meets us wherever we need to be."

If issues arise with the infrastructure supporting VMs, code changes and testing would stop as thousands of engineers would be unable to work. Google Cloud provides a highly reliable infrastructure foundation that can scale to Salesforce’s needs and required speed of development. This keeps engineers, particularly those working within the CI/CD pipeline, focused on their work without disruptions.

"The systems supporting CI/CD are critical for us to be able to deliver exceptional experiences to Salesforce customers. They have to run reliably, quickly, and flexibly," says Vidur. "Google Cloud gives us the agility to grow or shrink our infrastructure as needed, take advantage of higher performance, and ultimately provide ideal tooling to our developers to be even more agile and innovative."

Keeping costs in check

With its infrastructure scaling to support an increasing volume of work, Salesforce looked to reduce costs while avoiding performance impacts.

"We could not cut costs if it impacted performance because we couldn’t have tests running slower or possibly even failing," says Vidur. "When Google Cloud and AMD came out with the N2D machine type, we saw an opportunity to get the best of both worlds – better performance at a lower cost."

N2D general purpose VMs are built on 3rd Gen AMD EPYC™ Processors, provide up to 224 vCPUs and are the largest family of machine types on Google Compute Engine. The VMs are particularly useful for high-performance computing (HPC) workloads like those Salesforce relies on for its CI pipeline, as they combine higher platform memory bandwidth and lower costs than other machine types.

"Now that we have the N2D machine type, we’ve been able to quickly scale our VM workloads and will continue to do so," says Vidur. "The cost benefits we realize allow us to test and support more workloads for new products and keep everything moving ahead within budget."

Along with the lower costs, Salesforce is better positioned to respond to issues as they arise and provide highly responsive customer services while continuing to deliver CRM innovations.

"Now that we have the N2D machine type, we’ve been able to quickly scale our VM workloads and will continue to do so. The cost benefits we realize allow us to test and support more workloads for new products and keep everything moving ahead within budget."

Partnering to further improve the CI/CD pipeline

Salesforce wanted a cloud service provider that could come to the table as a partner rather than a vendor.

"We felt supported in our journey to Google Cloud thanks to the people guiding us through the process," says Vidur. "Whether we have an architecture question or need to quickly scale up new VM instances by 10 percent, a simple phone call to Google Cloud gives us everything we need."

Before transitioning its VM infrastructure to Google Cloud, Salesforce had to plan infrastructure increases or decreases months in advance. Today, changes can be made within minutes, giving Salesforce the flexibility to manage its CI/CD pipeline fluidly regardless of spikes in demand.

AMD, Salesforce, and Google Cloud worked collaboratively from the outset of the project, relying on the power of the N2D machine type to make the project work. The promise of the technology helped to achieve the results required while deepening the partnership between the three companies.

Thanks to the collaborative approach, thousands of engineers dedicated to the CI/CD pipeline are able to make as many changes as necessary to continue improving customer experiences with Salesforce CRM. The high-performance, constantly available, and regionally accessible solutions also improve time to feedback on bug fixes, new feature rollouts, and more. Faster feedback in testing translates to quicker speed to market.

Growing the benefits of CRM

Salesforce continues to expand to serve new customers worldwide and benefits from its strategic investment in cloud services and technology partnerships. The company is moving more workloads, especially those that have regional data residency requirements, to Google Cloud to provide its global engineering teams with low-latency access to a responsive, agile development infrastructure.

"Improving our overall information and data management is a key initiative at Salesforce," says Vidur. "Google Cloud enables our development teams to work reliably in the public cloud in every region and at the scale, speed, and flexibility they need to deliver better customer experiences globally."

Technologies

• Salesforce case study review: the value of customer centricity

January 23, 2020

Table of contents

• #1. Digital channel upgrade doubles sales
• #2. Personalized services increase revenue 900%
• #3. Consistent omnichannel CX grows revenue by 70%
• #4. AI-driven upselling increases order value by 11%
• #5. Personalized recommendations increase conversion by 9%
• #6. History-based customer service brings 99% retention
• #7. A nonprofit personalized communication and increased donor conversion rate by 300%
• #8. Personalization ensures a 95% subscription renewal rate

Roman Erohin

Salesforce Expert

Businesses can no longer only consider sales when attempting to increase profit. Instead, they must carefully consider how they can help shoppers in a smarter way and offer them personalized customer service. Customers have more control over their relationships with companies than ever before. Above all else, they want differentiated services; they look for reliability and convenience, quickly condemning companies that fail to meet their expectations.

According to the third edition of Salesforce’s State of the Connected Customer report, 84% of the surveyed say the experience provided by a company is as important as the products themselves. On top of that, 73% say one incredible experience raises their expectations of other companies, and 66% are eager to pay more for a better experience.

This means that being customer-centric is no longer a cherry on top of the company’s reputation; it is a must-have for companies who want to stay on the market.

So what does it mean to be customer-centric? In brief, there are three main targets to achieve.

1. Deliver personalized customer service . As many as 73% of customers say that a company should understand their needs and expectations. So companies should get to know their customers as closely as possible and tailor their services accordingly.

2. Master connected experiences . Customers want brands to remember their previous interactions, including purchase history and sentiments, through all channels.

3. Never stop innovating . Well over half of customers prefer buying from innovative companies. The more advanced digital experience a brand can offer, the more customers they will attract and retain.

While the figures above essentially prove the customer centric paradigm, let’s look at eight real-world examples of how getting Salesforce consultants on board can help increase companies’ sales and customer loyalty.

#1. Digital channel upgrade increases sales by 59%

adidas was already one of the sneaker market leaders, but in 2016 they invested in the enhancement of their digital sales channel with Salesforce. In particular, they improved three areas:

• Provided convenient omnichannel service support for customers via the Service Cloud.
• Collected and utilized a huge amount of customer data in order to provide personalized recommendations and create products based on customer sentiment. Commerce Cloud was used to tackle the task.
• Allowed customers to create products tailored to their personality and body type.

adidas’ new personalized customer service approach increased their online sneaker sales by 59%, or approximately €1 billion.

Analyzing customer data, delivering an integrated customer experience, and creating innovative ways for customers to participate in the product creation—these three components help brands market faster, deliver a better experience, and, as a result, boost sales.

#2. Personalized services bring a 900% revenue growth

YETI started as a cooler producer that focused on their customers. As their audience grew, they didn’t want to lose their customer-first approach. So, YETI switched from spreadsheets and sticky notes to the Salesforce CRM. Now closer to their customer-centric efforts than ever before, YETI managed to:

• Speed up their responses to customers through all channels by integrating Salesforce with their ERP. This way YETI could enable their managers to access the latest account information whenever necessary and respond incredibly quickly to requests.
• Start analyzing customer data and delivering relevant complementary products, suggestions, and personalized tips regarding their products.
• Provide an online product customization tool that let customers take part in manufacturing (customers can add custom logos and any text to any model).
• Set up a convenient and unified environment for the customer support team and thereby start resolving issues faster.

In two years, YETI’s personalized customer service grew revenue by almost 900%, reaching $450 million.

Small companies can grow fast by delivering highly personalized experiences. As they grow, this all-around customer orientation requires more advanced technologies that are costly but worth it in the end.

#3. Personalized emails and consistent omnichannel experience grow revenue by 70%

ALDO Group is a well-known footwear chain whose core values consist of a dedication to individual shoppers and society as a whole. Along their customer-centric journey, they did several things:

• Implemented data analytics and started generating insight into customers’ personalities. This allowed ALDO to provide better-crafted experiences both online and offline.
• Equipped sales assistants with mobile devices that held customer data, including shopping and browsing histories. This improved customer service in ALDO stores. Now sales reps know what customers are looking for the moment they walk in the store.
• Utilized predictive intelligence to provide smart recommendations online.
• Started managing interactions with top-tier customers, offering special perks and premium products.
• Reduced sales email volume by about 50% but made them better-aligned with individual preferences.

ALDO increased email conversion by 131% over one year, increased revenue by 70%, and created one-to-one connections with 200 million customers across communication channels.

Thorough customer data analysis can lead to less frequent (and less annoying) communication that is also more sales-provoking.

#4. AI-driven upselling & cross-selling increases average order value by 11%

Icebreaker replaced a third-party tool with Einstein , Salesforce’s AI driven predictive recommendation engine, in order to make product suggestions more personal and human. These tips are based on each customer’s buying history, the shop’s general sales, and lists of complementary products. As every successful recommendation further trains the underlying algorithm, the suggestions become more and more precise.

Recommendations powered by Einstein helped Icebreaker generate 28% more revenue from recommended products and increase the average order value by 11%.

Thanks to machine learning capabilities , AI-based recommendation engines perform tasks more effectively than their alternatives. Utilizing built-in Salesforce Einstein reduces integration and maintenance costs.

#5. ML-based personalized recommendations increase conversion rate by 9%

Black Diamond replaced the manual loading of product recommendations with Salesforce Einstein, which they used from their Commerce Cloud. This helped the company suggest related products in real time to both registered customers and guests.

Black Diamond’s conversion rate grew by 9.6%, and the total revenue per visitor increased by 15.5%.

In order to suggest complementary products more accurately, companies can utilize AI-based recommendation engines.

#6. A seamless experience and history-based customer service bring a 99% retention rate

DUFL is a luxury travel assistant that takes care of their clients’ luggage, including packing, shipping, doing laundry, and even fixing damages (e.g., broken shoe heels). They introduced Salesforce Sales Cloud and Service Cloud and made their service more personalized in the following ways:

• DUFL now remembers every client’s unique needs and provides highly-customized service.
• They provide omnichannel support experience and resolve similar issues based on the history of clients’ decisions.

DUFL’s team of just 25 employees easily manages their growing customer base (+10% every month) and maintains a 99% retention rate.

Robust technology can empower a small team to deliver an exceptional service to an expanding customer base.

#7. A nonprofit personalized communication increased donor conversion rate by 300%

DonorsChoose.org is a nonprofit organization that helps public schools receive support from the community. They increased funding by utilizing Salesforce Marketing and Sales Clouds to better engage with their donors.

They used this CRM technology to achieve several goals:

• Let individual donors collaborate directly with teachers and provide support for particular projects.
• Send donors profile-based personalized emails to encourage their participation in the projects they want and can support.
• Deliver dollar-for-dollar spending reports and personalized appreciation messages from classrooms to donors.
• Personalize conversation between donors and the DonorsChoose.org team by equipping the latter with a detailed communication history.
• Develop new donor outreach strategies based on the revenue funnel analysis.

Advanced technology helped DonorsChoose.org start delivering personalized services to 1.5 million donors (instead of only a few million-dollar donors).

As a result, the organization increased the donor conversion rate by 300% and exceeded their annual fundraising goal in just 6 months.

Nonprofit organizations can’t entice their target audience with discounts or coupons. This case proves that a personal touch, service visibility, and constant improvement based on analysis can do wonders even if you sell something as subtle as generosity.

#8. Personalization ensures a 95% subscription renewal rate on the information providers market

Encyclopedia Britannica started creating digital products and went online in order to combat a 97% decline in print sales over six years. To keep up with customers’ preferences, they needed to emphasize their core values of information reliability and a personal approach for every reader.

Utilizing Salesforce Service Cloud and Chatter, the rebranded Britannica Digital Learning started analyzing customer data, developing buyer journeys, recording customer feedback, and integrating all of this into their digital product development process.

The social media sentiment scores and subscription renewal rates of Encyclopedia Britannica grew to 95%, and their profit margins have increased 8% since Salesforce implementation .

Even though there is plenty of free information online, Encyclopedia Britannica won back its customers by promoting its high credibility and delivering personalized services. Yet again, this proves that being customer-centric is a sound survival strategy even in remarkably competitive markets such as information services.

Competition is only getting more and more severe across many markets, and companies have to be innovative and customer-centric in order to retain their loyal clientele and attract new shoppers. These latest Salesforce case studies show that customers want more personalized experiences above all else. They’re not willing to pay for just products and services; they need human interactions with brands that clearly care about their interests.

When the clientele grows fast, delivering highly personalized services without the proper technologies becomes impossible. This is when advanced CRM and marketing tools, such as Salesforce Clouds, can assist brands with data tracking and analytics. While machines manage routine tasks and sophisticated calculations, companies’ staff are free to do what they were historically responsible for: serving people in a more human way than faceless corporations often do.

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Real-World Salesforce Use Cases: How Companies Boost Sales with CRM

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For over 20 years, Salesforce has built a brand that is strongly associated with innovation, customer focus, and reliability. According to a study by Nucleus Research, companies that use Salesforce CRM see an average ROI of $8.71 for every dollar spent on the platform.

These obvious benefits have helped Salesforce attract and retain over 150, 000 customers worldwide, and gain a competitive advantage over other CRM solutions on the market. Thanks to it, International Data Corporation (IDC) named Salesforce the #1 CRM provider for nine years in a row.

Let’s look at how you can use different Salesforce CRM products to deliver a transformative business experience.

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What Are Common Salesforce CRM Use Cases?

Salesforce offers a wide range of CRM products and tools including Sales Cloud, Service Cloud, Marketing Cloud, and Commerce Cloud. Their primary Salesforce use case examples include:

Primary Salesforce CRM Use Cases| Ascendix

Sales Management

Salesforce Sales Cloud helps sales teams get more visibility into the sales pipeline and track leads, opportunities, and deals. For additional pricing, primary Sales Cloud features can be enhanced with sales cadence builders, AI-powered sales forecasting, and advanced business intelligence tools.

Customer Service Management

Salesforce Service Cloud empowers customer service teams with tools for providing support across multiple channels, getting insights into customer satisfaction, and tracking customer issues and queries. Service Cloud can be improved with advanced reporting features, AI-powered case management, and telephony tool integration.

Marketing Automation

Salesforce Marketing Cloud enables marketers to automate marketing activities across email, social media, mobile apps, SMS, and websites. It helps them manage campaigns, nurture relationships with prospects, and track how effective their marketing efforts are.

With Pardot aka Marketing Cloud Account Engagement, marketing teams can streamline lead segmentation, nurturing, and conversion, via advanced email automation, customizable landing pages, and web forms. It can be integrated with other solutions like Google AdWords, Google Analytics, Webinar, Eventbrite, Olark Chat, and others.

Further, marketing agents can boost core features with advanced analytics and reporting tools.

Collaboration Improvement

Salesforce Experience (Community) Cloud facilitates collaboration among employees, partners, and clients. It provides a central secure portal for exchanging data, knowledge sharing, and communicating.

Reporting & Data Analytics

Salesforce CRM provides advanced analytics and comprehensive reports for a complete view of a business’s sales, marketing, and customer service performance. With customizable dashboards, you can spot trends, opportunities, and areas for business improvement.

Now, let’s look through typical Salesforce use cases and how industry leaders use Salesforce products to succeed.

How Sales Cloud Propels Sales Processes Forward

Sales Cloud is Salesforce’s flagship CRM product with a collection of features for effective sales activity management and speeding up deal closing. The key Salesforce Sales Cloud use cases include:

• Centralization of sales data sources
• Lead capturing, management, and tracking
• Automated lead assignment to sales representatives
• Opportunity management and sales progress tracking
• Account management and customer interaction tracking

It also offers additional functionality like sales analytics to track sales key performance indicators (KPIs), measure the effectiveness of sales strategies, and identify activity patterns as well as sales forecasting to predict sales revenue.

Different business domains use Sales Cloud in different ways. Here are two illustrative Salesforce CRM use cases examples of how Southwest Airlines and T-Mobile leverage its features.

Southwest Airlines, a Dallas-based transportation company with over 120 airports around the world, used Sales Cloud to manage its corporate and cargo sales divisions. With process streamlining and data visualization capabilities provided in Salesforce CRM, Southwest’s sales teams can track leads, opportunities, accounts, and customers’ activities on a single dashboard.

Additionally, Sales Cloud helps Southwest simplify the business travels of their corporate customers by making last-minute bookings or itinerary changes with a just few clicks and at no extra cost. Thanks to Salesforce implementation, the company has seen an increase in customer and employee satisfaction which gave Southwest a competitive advantage over other major airlines.

In another example, Sales Cloud enabled T-Mobile, one of the leading mobile communication and data services providers in the US, to capture information about potential buyers in stores and move it across digital channels with personalized follow-ups.

With Salesforce CRM, sales representatives can schedule retail appointments and be completely prepared for them having a full picture of their customer’s account history at their fingertips. What’s more, T-Mobile noticed that they reduced their weekly work report effort by 7 hours, and speeded up the renewal process by 85%.

What is Salesforce CPQ Used For?

Quite often companies extend Salesforce Sales Cloud functionality with Salesforce CPQ (Configure, Price, Quote) – a powerful tool for automation of the quoting and ordering process of products and services. Top Salesforce CPQ’s use cases include:

• Automated generation of quotes
• Complex product and services pricing configuration
• Creation and customization of complex product and services bundles
• The streamlined renewal management process for subscription-based products and services
• Facilitated pricing management and customization for specific partner channels based on partner-specific discounts.

BetterUp, a US-based online platform housing over 3,000 career and leadership coaches worldwide, uses Salesforce CPQ features to transform their go-to-market strategy via progressive automation. This tool helped BetterUp to accelerate the process of getting internal approvals for quotes and sending them out to customers for review which resulted in faster deal closing.

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How Salesforce Service Cloud Bridges the Gap Between a Company and a Customer

Service Cloud is a robust platform that allows customer care agents to automate routine service tasks and streamline operations to deliver exceptional customer service experiences. Salesforce Service Cloud use cases include:

• Streamlined customer inquiries capturing from multiple channels and assignments to a support agent
• Automated case management for automated handling and tracking
• Ability to create self-service knowledge bases for customers and simplified knowledge management
• Omnichannel support enablement via phone, email, chat, social media, and SMS to deliver consistent service experiences.

In addition, this Salesforce platform can be bundled with Sales Cloud and extended with AI-powered service analytics to gain insights into service performance and Field Service to support field service roles, schedule appointments, dispatch technicians, and track service activities.

Service Cloud can benefit businesses differently and we’ll talk about some of them.

L’Oréal, a renowned beauty industry giant and one of Salesforce’s long-term customers, enjoys the advantages of its multiple products, and among the most praised ones is Service Cloud.

It facilitates the management of millions of customer queries while delivering the ultimate personalized customer experience. Also, with Service Cloud, L’Oréal support team can consolidate and track communication across various channels, such as SMS, chat, and email. Customer care teams can tune up built-in dashboards to display consumers’ service and purchase history, the status of their orders, and activity updates in real time.

Moreover, automation reduces significantly the risks of errors and addresses issues as soon as they appear. Let’s say a customer places an online order for lipstick. However, due to problems in the supply chain, an error occurs. But based on the information about the product and its shipment already residing in the system, the Salesforce platform quickly generates a case for an agent to handle automatically.

Hence, the support agent can promptly fix the order issue before the customer becomes aware of the situation and guarantee timely delivery of their products to customers.

But Service Cloud made happy not only L’Oréal customers but also the customer support department by reducing manual workarounds and bringing more creativity into the process.

Another household appliance titan – GA Appliances, also embraced the value of a new level of customer-centricity. Running a business with over 2,000 call center agents and technicians nationwide can be tough, but Service Cloud streamlines it flawlessly.

Having all customer data in one place helps the support team grasp customers’ needs and know all their customer purchases and warranty history at the time when the customer makes a call. It results in a decrease in customer issues resolution time and resolving more customer requests per day.

How Does Salesforce Experience (Community) Cloud Help Improve Collaboration?

Experience Cloud is a powerful solution that allows organizations to connect with their customers, partners, and employees in a more engaging and collaborative way. The most common Salesforce Community Cloud use cases are:

• Self-service portals for enhanced customer support and fast issues troubleshooting and cases escalation
• Partner portals for easier and more secure collaboration with partners, suppliers, and distributors
• Employees’ portals for centralized access to corporate information, collaboration with colleagues, and staying updated on company news and events
• Virtual knowledge base for storing help articles, documents, and guides.
• Ideation portal for ideas and feedback exchange on product/services
• Event portal for easier management of events such as webinars, training, and conferences.

Swissbit, a leading manufacturer of storage, security, and embedded IoT solutions in Switzerland, put Salesforce Experience Cloud at the heart of their operations. Since reseller projects bring them around 40% of sales, they decided to turn Community (Experience) Cloud portals into reseller communities. These communities allow partners to register and track their new products without manual interference from agents from the company side.

The National Telecommunication and Information Administration (NTIA) bureau used Salesforce Experience Cloud to create an online community portal. Via this portal, users can apply being guided through a series of fields that capture information. The system automatically generates the standard federal grant forms on the backend which makes the applicant experience more intuitive.

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How Organizations Leverage Marketing Cloud

Marketing Cloud is a flexible and customizable platform that allows businesses to create and execute highly personalized, multi-channel marketing activities. The most common Salesforce Marketing Cloud use cases:

• Execution of email marketing campaigns
• Customization of email templates with the drag-and-drop email builder
• Segmentation of email lists based on customer data
• Automation of email sends based on customer behavior
• Enablement of mobile marketing campaigns, mobile-responsive landing pages, SMS campaigns, and push notifications
• Social media marketing, publishing and scheduling social media posts, monitoring brand mentions, and engaging with customers on social media channels
• Management of targeted advertising campaigns across multiple advertising channels
• Creation of customer journeys based on customer behavior for delivering personalized marketing messages.

Formula 1 turned to Marketing Cloud to create a clearer roadmap to deliver the ultimate fan experience. With this technology, marketers can analyze and segment their existing fan base, send personalized email and push notifications and, as a result, increase the number of contactable fans and improve their loyalty.

Casey’s General Stores, the convenience chain with 2,400+ stores in the US, use Marketing Cloud to send 170 million personalized messages across channels, including email, SMS, and app. This marketing tool also helps segment customer data into unique groups based on online and in-store interactions and personalize offers based on the type and number of goods bought.

How Leading Companies Make The Use of Pardot

Marketing Cloud Account Engagement (formerly Pardot) is a robust marketing automation tool. It helps businesses align sales and marketing teams, improve customer engagement, and achieve measurable results.

Pardot also helps:

• Get visibility into lead activity and behavior, tracking, assignment, and lead qualification
• Capture leads from multiple sources, such as website forms, social media, and events
• Nurture leads with personalized content and communication, based on their interests and behavior
• Create landing pages and forms, personalized email campaigns, and automated drip campaigns and measure their performance and ROI
• Integration with social media to sync with marketing campaigns and track their success

NBCUniversal is a telecommunication network that owns and operates over 20 different businesses across 30 countries. The company adopted Pardot to execute targeted communications via automated, personalized email campaigns, based on user interactions like page visits.

These personalized messages have increased open rates by 100%, which helps this company build a more solid sales pipeline and close more deals. Pardot also allowed NBCUniversal to enable intelligent notifications to follow up with leads once they proceed to a certain stage of engagement.

Key Takeaway

Salesforce’s flexibility and customization options make it an ideal platform for businesses across various industries. Moreover, Salesforce users can extend the functionality of their CRM seamlessly integrating it with almost any external solution on the market.

However, to create the truly unique digital experiences your business deserves and tailor them to your industrial needs, you may need professional help from Salesforce partners like Ascendix. Drawing on our two decades in CRM business and our extensive ecosystem knowledge, we can help you maximize the Salesforce power, drive more productivity in managing high volumes of data, and save time on manual tasks.

To uplevel your operational efficiency, we provide a wide range of professional services :

• Salesforce implementation consulting and CRM system audit
• Migration to Salesforce from other CRM systems and tools
• Salesforce integration with third-party tools and CRMs
• Pardot audit, consulting and optimization
• Platform customization that aligns with Salesforce’s quality standards.

On top of it, we can provide ongoing Salesforce administration and support, if you set up your Salesforce and don’t know how to manage it effectively or if you don’t have enough technical resources to support the Salesforce instance. Ready to move from vision to value? Contact us and we’ll improve your Salesforce experience and solve complex system issues for you.

Salesforce Use Cases FAQs

What are salesforce use case example.

The primary Salesforce use case examples are sales and customer service management, marketing automation, secure and streamlined collaboration, lead, opportunity, contact, and account management, reports and analytics.

What are Salesforce Service Cloud use cases?

Salesforce Service Cloud use cases include automation of customer inquiries capturing, escalation, tracking and assignments to a support agent, enablement of multi-channel support and also creation of self-service knowledge bases for customers and simplified knowledge management.

What are Salesforce Marketing Cloud use cases?

Salesforce Marketing Cloud use cases include automated execution of email marketing campaigns, advanced segmentation of email lists based on customer data, automation of email sends based and social media marketing.

Anzhelika is a seasoned B2B content marketing strategist with extensive experience in elevating corporate profiles through compelling content. At Ascendix, she offers a wealth of knowledge in Salesforce consulting, providing valuable tips, tricks, and comprehensive guides. Additionally, Anzhelika stays at the forefront of the industry, delivering expert analysis on the latest Salesforce tools and emerging technology trends.

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