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Setup Salesforce for Sales, Customer Success and Onboarding team for a leading C-Store Manager App Provider Company

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About Customer

Customer is a remote management and analytics app for convenience stores, It helps independent c-store owners onboard their store with the easy to manage technology to leverage promotional discounts and increase revenue with State of the Art Business Intelligence.

Challenges

In this case study, we delve into a scenario where a customer utilizes Salesforce for Sales and Customer Success, and Zendesk for Service. However, the disjointed systems require the Sales and Customer Success teams to access Zendesk separately to generate support tickets on behalf of end-users. This inefficiency hampers productivity, increases support costs due to added licenses, and leads to a lack of seamless support details within Salesforce.

Productivity Issues
High Cost due to duplicate licenses
Support data is not available in Salesforce

Inefficient use of both platforms

Solution

  • Open Channels like Email and Self Services Portal for Customer using Zendesk.
  • Provide an interface in Salesforce using LWC/Apex to log a Ticket directly in Zendesk from Salesforce.
  • Pull important metrics from Zendesk to Salesforce and pull reports on it.
  • Zendesk and Salesforce integration works using a named principal accounts which remove the requirement of having Zendesk access for each Sales Executive and Customer Success Manager.

Results

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Increased productivity of Sales and Customer Success Team.
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A significant decrease in support cost
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A gradual drop in the number of tickets logged due to knowledge based self-service portal
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A gradual drop in the number of tickets logged due to knowledge based self-service portal
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Improved customer experience - self services portal enhanced the overall customer experience, increasing customer retention and loyalty.

Technologies And Tools

Salesforce

  • LWC/Apex
  • REST API

Zendesk

  • REST API
  • Declarative Configuration

We would love to discuss how can we transform your workflow with this effective implementation. Please reach us out here: contact@tenetizer.com.