A global leader in the publishing, education, and media industry, generates over $1 billion in annual revenue.
Our client, a global leader in the publishing, education, and media industry, generates over$1 billion in annual revenue. They serve schools, teachers, parents, and children worldwide with an extensive catalogue of books and educational materials.
Friction Points
- Data Inconsistencies: Inside sales representatives lacked real-time updates on changes made by the sales teams, leading to misalignment and delays.
- Fragmented Systems: The reliance on disparate legacy systems created a disconnected user experience, complicating workflows and reducing efficiency.
- Client Escalations: Frequent escalations arose due to the inability to address customer needs promptly, eroding client satisfaction.
- Operational Bottlenecks: Inefficiencies in managing sales pipelines and processing customer requests hampered the client’s ability to maintain market leadership.
Solution
CRM Migration to Salesforce: Migrated all CRM and loan origination functions from the legacy system to Salesforce objects, creating a unified and streamlined environment.
Automation Enhancements: Deployed Salesforce plug-ins for:
- Document Collection: Simplified the submission process.
- Identity & Income Verification: Automated for speed and precision.
- Call and Task Management: Reduced manual errors.
- Pipeline and Lead Prioritization: Enabled strategic focus.
Customer Portal Migration: Replicated and migrated the customer portal to Salesforce Communities for cohesive customer interactions and seamless information access.
Impact
- 60% reduction in request processing time for inside sales representatives.
- 30% savings in effort through automated test packs.
- 25% boost inefficiency with a unified view of the customer contractual process.