Client relies heavily on M&A for growth and with each acquisition there was a need to manage a changing sales, marketing and customer portfolio.
Each new company that was acquired needed to be brought into the legacy company’s marketing fold with a need to realign marketing campaigns that pushed product and service information targeting new customers; Sales personnel had to interact with both new and existing customers;
Tracking of sales progress, closing of deals, supporting sold product and services, tracking time and services rendered, and training of associates was a constant challenge.
Used Salesforce platform to design new campaign management and lead management functionality
Implemented marketing automation so that sales reps could leverage automatic alerts to be instantly notified when marketing has passed them a lead; Also implemented Account, Opportunity and Product Invoice management tracking to help sales teams.
Leveraged Salesforce’s case management functionality to improve support processes. Designed and implemented community platform to enhance customer’s awareness of new products and services, manage cases, share ideas/knowledge etc.
Implemented financial force to track expenses related to training and travel.
Increased customer base due to superior and efficient campaign management
Improved customer support/service by reducing issue resolution time
Enhanced and empowered customer interaction facilitated by an interactive user community forum
Improved knowledge base of customer care representatives
Improved efficiency and productivity of sales teams
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