Leading Tech Manufacturer Revved Up Sales, Service, and Operations with Salesforce Trio

About the client

Our client, headquartered in New York, is a leading manufacturer of advanced oscilloscopes, protocol analyzers, and other test instruments. They boast a rich history of designing and testing electronic devices that are cutting edge.
Their products are used in a wide range of industries, including semiconductors, consumer electronics, military and aerospace, automotive and industrial, and telecommunications.


Client challenges

Our client had challenges centralizing sales data, making accurate forecasts, tracking revenue, and improving agent performance.

• Our client used outdated legacy systems, which led to disjointed workflows, manual-intensive analysis, poor revenue tracking, and erroneous forecasting.

• They had accumulated technical debt which slowed down processes, inflated the maintenance cost, and limited their adaptability to new technology.

• It was difficult to keep up with the rising tide of customer inquiries. Analyzing case metrics and agent performance relied on manual processes, consuming valuable time and resources. This limited visibility into key performance indicators (KPIs) made it difficult to optimize overall customer service operations.

Solution

PreludeSys stepped in to resolve the three-fold challenges of our client by implementing a comprehensive Salesforce solution.

  • Transforming Data into Actionable Insights: To resolve the challenge with decentralized data, our team migrated the client data to Tableau and created an interactive and dynamic dashboard. The dashboard helped monitor operations in real-time, gather data-driven insights, and make informed decisions. The data on disparate systems was unified to create a single source of truth that improved consistency in reporting.
  • Modernizing Workflows with Salesforce Flows: We tackled the client’s technical debt by leveraging Salesforce Flows. This streamlined operations and improved scalability and performance. By migrating to Flows, the client was able to readily adopt new Salesforce features and capabilities. We consolidated existing flows into one master flow that reduced redundancy.
  • Transforming Customer Service with Salesforce: We leveraged the robust capabilities of Salesforce Service Cloud and Einstein Analytics to create a centralized hub for customer service data. By configuring data flows, datasets, and lenses, we built interactive dashboards that provided real-time snapshots and key case metrics. We also implemented an agent activity map, which helped visualize agent performance based on email activity and case updates.
Results at a glance
15 hours of manual-intensive sales tasks reduced to minutes 25% increase in agent productivity Resolved technical debt
Benefits
  • PreludeSys helped the client empower their sales by making data-driven decisions. Manual data entry was reduced, and automation was leveraged; the result to the client was improved accuracy of analytics and forecasting.
  • Our solution empowered faster decision-making, allowing the client to react quickly to market changes and capitalize on new opportunities. In fact, automation replaced 15 hours of manual workload with minutes.
  • Implementing Einstein Analytics dashboards transformed their customer service. These dashboards automated case metric analysis, saving agents valuable time.
  • The client improved data visibility, which led to a 25% increase in agent productivity. This helped the client’s team deliver exceptional customer service faster and more efficiently, ultimately increasing customer satisfaction.
Technology

Sales Cloud, Salesforce CRM Analytics, Service Cloud, Salesforce Platform (apps and automation)