Implement Salesforce Service Cloud Processes

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Salesforce
Implement Salesforce Service Cloud Processes

 
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We Offer Different Salesforce Consulting Services

 

Salesforce is a cloud-based Customer Relationship Management (CRM) platform that makes sales, service, marketing and more easier for both businesses and their customers. Use the Salesforce applications for small, midsize and enterprise organizations, with a focus on sales and support.
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Salesforce
Implement Salesforce Service Cloud Processes

A5 Oracle Solutions

We can implement Salesforce Service Cloud Processes included in Professional and Enterprise editions of Salesforce.
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What is Salesforce Service Cloud?

A5 Oracle Solutions

Salesforce Service Cloud is out of the box functionality that Salesforce provides in Professional and Enterprise editions.
In Enterprise edition you can get Sales Cloud licenses which actually include most of what service cloud is, or get Service Cloud licenses which includes Service Console and Entitlements mainly.

Salesforce Service Cloud is about customer service mainly but can be used for other users as well.

  1. Core process here is tracking Cases aka Support Tickets, Incidents, Issues. You create a record for a new Case that is related to a Account/Contact give it a name, select a type of Case, set the Status as Open.
  2. Then track activities like calls and emails related to the Case to try to resolve it. Use chatter for internal communication. You can also send emails and receive emails on that Case thread right in Salesforce.
  3. Create escalation rules and assignment rules for Cases based on certain criteria.
  4. Then when you resolve the Case, you can close the Case.
  5. With some customizations you can track things like first response time, average resolution time, etc.
  6. You can setup a web to case form which puts a web form on your website so someone can fill out some information and it will insert the new Case in Salesforce automatically.
  7. Note that you can achieve the same or more advanced web form to case with an app like FormAssembly.com.
  8. You can also setup Email to Case so when people email something like support@yourcomapny.com it will forward to Salesforce and create a Case automatically in Salesforce.
  9. You can also setup a custom email to case solution using apex with a little development if not using standard cases or need something different.
  10. You can setup auto response emails to email the contact when the case is created, or to someone if they are assigned the case, or when the case is closed.
  11. Then good to build reports and dashboards around service department showing how many Cases are open, closed, broken down by Type, etc.
  12. Note that if you do not take advantage of case assignment rules, standard web 2 case web form, or email to case functions its pretty easy to create a custom object to track something like Cases or support tickets. Also using an app like ZenDesk.com for support and setting up the integration will give you a lot and more functionality around this.
  13. You can also create a Knowledge Base or Solutions articles in Salesforce for your internal team to use when trying to resolve the Cases. You can click a button to try to find matching solutions based on some keywords in the case subject or based on the Type.
  14. This feature works okay for some companies, but doesn’t always work for every company.
  15. This knowledge base can also be connected to an external facing knowledge base on your website making salesforce the content management system for your knowledge base.
  16. You can basically write text only in the articles. No images or videos, so pretty limited. But we have done some customizations to allow for videos and images in articles for some clients.
  17. The Service Cloud Console which is only available with Service Cloud licenses basically is a new version of the old Console. It allows you to view different records that are related at the same time allowing you to click around to look at lets say the Case, then view the Contact and the Activity record all at the same time. You can also configure the Service Console to view the softphone as well so you can be answering the phone or making calls in the sidebar while navigating the records. And the same for doing a Live Agent chat.
  18. We think the Service Console is cool. A much better interface than the old console and works well when you have people who need to go from record to record and view different records and information. It will make them more efficient. But the service console is not useful for everyone or every process.
  19. Then there is Service Contracts and Entitlements which allows you to create some contracts around service and track things.
  20. So far we don’t think these out of the box features of this is super useful, but it might work for some businesses.
  21. With tracking contracts and other variables involved sometimes it’s better or easier to track these things in other ways.

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Our implementation of Salesforce Service Cloud Processes includes:

  • A business process review focused around the service department processes to identify the needs of the system and the best process.
  • Case tracking (aka support tickets)
  • Case Assignment Rules (standard use/functionality available)
  • Configure Email to Case so you can have emails sent to something like support@yourcompany.com will create a case automatically.
  • Web to Case webform configuration to embed on your website.
  • Escalation Rules
  • Validation Rules
  • Customize fields to meet your needs. Assuming basic customizations of standard fields like Case Status, Case Types, and a few custom fields needed unique to your company.
  • Modify Page Layouts so they make sense for your process. Page layouts organize the fields on the fields the way they are displayed when looking at a record.
  • Knowledge Base or Solutions to be setup.
  • Configure Service Cloud Console with the layouts/records needed for your process
  • Service Contracts and Entitlements
  • Development of a Standard Operating Procedure document that outlines how to perform your process in Salesforce.
  • Training

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A5 Differentiators

  • At A5, we are about more than just systems implementation. Our A5 offerings (Audit, Advise, Align, Attain, Assist) span the entire software ownership lifecycle and that mindset permeates each aspect of our service delivery. We understand that most of the work happens around and outside of the implementation and we are happy to guide and assist you each step of the way.
  • At A5, with hundreds of sales cloud implementations across verticals, our team of experts understand your complex business processes converting them into simple business solutions to drive your business forward. Our highly certified and experienced team of functional and technical consultants, architects and project managers work with your teams catering to your business needs implementing business solutions using the industry best practices.
  • At A5, we utilize a hybrid Agile/Waterfall methodology that allows for and anticipates the learning that often accompanies a deep dive into our Salesforce implementation and enablement. This flexibility allows us to work with you to create a solution that will work for your sales team while creating a high sense of ownership within both the user and admin groups. We follow this up with a rigorous testing cycle to ensure platform accuracy and effectiveness prior to system launch. We’ve found this hybrid approach to be the most successful way to deliver quality projects and platforms to our clients – on time, on budget, and with high adoption.
  • At A5, we accelerate your digital transformation thru our breath of services across multiple platforms helping us package customized solutions that will meet all of your business needs.

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Charles Scripps, Board Member

Chad has over ten years of experience investing in dynamic, growing businesses in diverse industries and geographies. His private equity experience includes HIG Capital, which has over $12B in capital under management, and AEA Investors, which manages over $3B of invested and committed capital. While at HIG and AEA, Chad led diligence, structuring, and financial analysis of potential and existing investments, and completed transactions in the industrial products and consumer services industries. Chad also has experience investing in the public equity markets, most notably as a Managing Director at Fox Point Capital, a $1B fund seeded by Julian Robertson of Tiger Management. He invested across a number of industries, including industrials, financials, technology, and consumer products, and led Fox Point’s international research. Prior to focusing his career on investing, Chad was a management consultant at McKinsey and Company, solving strategic problems for the world’s leading companies. Chad earned an MBA with Honors in Finance from the Wharton School at the University of Pennsylvania and a BS with Distinction in Chemical Engineering from the University of Wisconsin-Madison.

Lester F. Alexander II, Board Member

Les Alexander is a partner with Jefferson Capital Partners where he provides mezzanine and equity capital for growth and buyout transactions. Mr. Alexander is a member of the firm’s investment committee and serves on the board of directors of several portfolio companies where he is actively involved in strategic planning and corporate governance. Prior to joining Jefferson Capital, he worked at Advantage Capital Partners where he completed several portfolio company investments and served on the investment committee. Before becoming a private equity investor, Mr. Alexander served as president of Ferrara Fire Apparatus, Inc., a leading fire truck and emergency vehicle manufacturer. At Ferrara, he was responsible for managing a workforce of 450 employees producing over 300 vehicles annually for its domestic and international customers. As an investment banker for 15 years with such firms as Howard Weil, Southcoast Capital, and J.C. Bradford & Co., Mr. Alexander completed over 50 public offerings of debt and equity securities, private placements, and merger and acquisition transactions totaling more than $7 billion for public and private companies in a variety of industries. Mr. Alexander is an adjunct professor at Tulane University and Loyola University where he teaches graduate and undergraduate classes in investment banking, private equity & venture capital, advanced financial management, investments, and entrepreneurship. He is also the board president for Benjamin Franklin High School, a public charter school in New Orleans. Mr. Alexander is the former Chairman Finance of the Association for Corporate Growth (ACG) and served on the global Board of Directors. He is a founder of the Louisiana chapter of ACG and was a recipient of the ACG global Meritorious Service Award and the Louisiana chapter’s Outstanding Service Award. Mr. Alexander received his bachelor of science in Commerce from the University of Virginia in 1989 and his MBA from the University of North Carolina in 1993.

Patrick F. Healy, Board Member

Based in Kansas City, Mr. Healy is a co-founder of C3 Capital. He has been an active private equity investor since 1985 and was a co-founder of C3 Holdings in 1994. Prior to this time, he sponsored and structured equity investments in real estate. He gained extensive workout and restructuring experience as chair of the creditor’s committee of a $1 billion bankruptcy and from being called upon to rescue a publicly-traded company from a major fraud. Mr. Healy was a senior tax partner at Mayer Hoffman McCann, a regional CPA firm, for eleven years. He received a Bachelor of Science in Accounting from the University of Kansas.

Chris Waters, VP of Strategic Sales

As Vice President of Strategic Sales, Chris guides and influences all strategic sales activities at A5 , starting in presales activities, successful sales methodology, sales process, and continued revenue generation and expansion opportunities. Furthermore, he will provide oversight in strategic sales function for the company and develop strategic sales plans that will promote growth in sales and customer satisfaction. Chris has proven his commitment to sales leadership and organizational success through field leadership as National Sales Manager at Deluxe Corporation, Field Sales Manager within the Social / Analytics Cloud at Oracle, US Regional Manager for CPQ Major Accounts at Oracle and now as Vice President on Sr. Leadership Team at A5.

Keith Fox, GM Salesforce Canada

Keith Fox is 34 year software and consulting veteran. Keith started his career at EDS which was followed by 4 year stint offshore in Bermuda. Keith then returned to Canada where he held a number of progressive sales and technical positions with software companies such as Sybase, BEA and Oracle. After Oracle, Keith founded Cloudware Connections, a premiere Salesforce.com consulting partner. After 11 years Cloudware was acquired by A5 and Keith joined as GM for Canada.

Tarun Sharma, Practice Director and Senior Solution Architect

Tarun Sharma is Vice President Customer Success at A5 and is responsible for customer success, project operations, recruitment, resource utilization and sales operations functions for Oracle practice. As a business and technology leader Tarun helps businesses develop solution strategies to streamline the sales process and improve customer relations to drive revenues, profits and build brand loyalty. Tarun has led customers through digital transformation journeys. He has commanded strategic and tactical initiatives to shorten sales cycles, increase deal values and productivity, improve brand awareness and help organizations become easier to do business with. He has helped customers modernize their sales enablement tools and present a single source of information to support an omni-channel sales approach. This includes global roll-out for multiple business units included multi-currency and multi-language. Tarun graduated from Texas A&M University with a master’s degree in Industrial Engineering.

Adam Rosenfield, VP of Salesforce Practice

As Vice President of A5’s consulting practice – Adam is responsible for both strategic alliances with partners and expanded sales growth through the entire portfolio of A5 services. With over 20 years of Sr. level management consulting expertise – Adam has worn multiple hats in his career including practice development, sales, and client advisory. He has sold & delivered countless enterprise transformational initiatives creating a measurable competitive advantage for his customers. In addition to various technical software certifications, Adam holds an undergraduate and master’s degree in Accounting & Information Technology from the University of Texas at Austin and resides in El Paso Texas with his wife and 3 children.

PJ Alfrejd, VP of Finance and Operations

As the Vice President of Finance and Operations, PJ is responsible for all things financial at A5. With over 20 years of experience in financial leadership positions, PJ has worn all the hats required of a growing tech business. His extensive knowledge of the consulting industry, experience with M&A, and strength in operational finance is another catalyst to take A5 to the next level in its growth trajectory. PJ is a CPA with a BS in Accounting from the University of Illinois, Urbana-Champaign, and has held various finance leadership positions at Exodus/Savvis (acquired by Centurylink), Neohapsis (acquired by Cisco), and mFoundry (acquired by FIS).

Vinay Kruttiventi, President & CEO / Chairman of the Board

As the CEO of A5, Vinay plays an active role in all aspects of the day-to-day business operations. He is also actively involved in establishing strategy and vision for the company, is a customer advocate with Salesforce and Oracle product development, and is also actively involved in various and industry user / special Interest groups. Since founding the company in 2004, Vinay has successfully grown the business into a leading Salesforce and Oracle partner focused on CPQ and ERP. Vinay was a very hands-on implementing and architecting CPQ solutions to over 50 complex transformation projects for various Fortune 500 companies since 1996. Vinay is a leading authority on industry/process/ technology in Configure-Price-Quote and ERP applications. Vinay graduated from Osmania University with a Bachelor of Engineering degree and from JNTU with a Master in Technology degree.