About the client
Our client manages an online portal dedicated to course consultation. This platform serves as a vital bridge connecting curious minds with the knowledge they seek, responding to a substantial volume of inquiries daily. These inquiries, each a request for course quotations, present a complex challenge in terms of management and response efficiency. To handle this, the client has been utilizing Salesforce Service Cloud, a robust solution for business needs. However, the evolving demands of their operations called for an enhanced approach to manage their growing customer interactions and service requirements.
Challenges
The client was facing two challenges blocking the path of serving its customers’ efficiencies.
Firstly, the client was struggling with request handling. The sheer volume of requests was staggering, and the data was scattered across various objects. This made it difficult to manage and increased the average client handling time. As a result, they were experiencing a loss of revenue.
Secondly, the Configure-Price-Quote (CPQ) system was not implemented correctly. Gathering information about past orders was time-consuming, and creating new offers was inefficient.
In summary, the client was facing two major challenges;
- Managing and improving the request-handling process for course quotations.
- Optimizing the CPQ system for better efficiency.
Solutions
After a careful analysis of the client’s challenges, Cyntexa proposed the implementation of Salesforce Vlocity Communication Cloud. Vlocity provides omnichannel solutions for sales, service, product catalogs, CPQ, and order management. The implementation of Vlocity significantly improved the request-handling process and optimized CPQ for more efficient usage.
That’s not the end of enhancements made by our solutions, it is just the beginning. This solution has sparked a cascade of advancements,
- Handling requests: It became easier to manage requests. The client could add, change, or remove requests based on the service needed.
- Order-based asset enablement: With Vlocity CPQ, they could handle MACD (Move, Add, Change, Delete) orders based on the services a customer already had. This helped in providing cost-effective bundles.
- Device-agnostic ordering: Through Salesforce Communities and Vlocity CPQ, customers could order from any device, anywhere.
- Flexible pricing: With Vlocity CPQ, they could set up one-time or recurring prices. This made it easy to design and manage new offers.
- User-friendly interface: A new interface was set up for opportunity/quote and order capture in the communications industry.
- Seamless integration: The solution worked well with third-party BSS/OSS systems.
Testimonial
“The Cyntexa team is not just a group of experts, they are masters in their respective domains. When we needed to implement the Vlocity Communications Cloud, a fresh addition to Salesforce, they embraced the challenge with open arms. Their dedication and expertise turned a complex task into a seamless experience.”
Benefits
- Efficient order management with streamlined handling of customer requests
- Optimized order processing with effective MACD order management
- Enhanced accessibility with device-agnostic ordering
- Simplified the creation and management of offers
