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The customer is a social media platform for interactions in the neighborhood area in Germany. As a social enterprise, its goal is to bring neighbors back into contact with each other and thus contribute to a lively, helpful and safe neighborhood. Company size: 150 employees.

Client

Salesforce Solutions

Social Media

Challenges Outline

Industry

~ 1 year

Duration

Vimera Team

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The customer gathered their client information from their site to Postgres database and information about the client and their neighborhood, neighborhood area wasn’t normalized and the customer wanted to have a complex decision logic on whether to create a lead or account and contact from the database information. This led to the impossibility of uploading this information into Salesforce using standard API.

Lack of integration between their Postgres database and Salesforce and manually entering customer information from the website into Salesforce on a daily basis.

The customer wanted to modify the out-of-the-box Knowledge cards available on the Salesforce Experience Self-Service portal.

Lack of an automatic, quick and clear, process for managing leads and allocating them to agents available at a given time.

Lack of a tool to connect the phone to a computer where customers can have conversations with customer service professionals who, in turn, can quickly manage and track customer cases.

According to the business logic and requests, the Vimera team proposed using Sales, Service Cloud and Experience clouds as the solutions.

Since the stored data in Postgres wasn’t normalized and the logic of creation of either Lead or Account was complex, the Vimera developer implemented a custom Apex Web service, created a Connected App in order to integrate their database with Salesforce and created an API documentation on RAML. Also, the Vimera team designed and implemented a data model for neighborhood logic. As a result, all tables have been normalized in Salesforce.

To achieve effective support services, and improve client centricity, loyalty program and trustworthy reputation, the Vimera team configured a skill-based Omni-channel with secondary routing, set up a Knowledge article base and migrated it to Salesforce, and configured a Self-service portal that included a Knowledge base and Web-to-Case form, configured Email-to-Case. Also, the Vimera team configured Computer telephony integration (CTI), a cloud-based telephone system in Salesforce.

The Vimera developer implemented automation of tasks and events to redirect the sales managers' team on high-priority tasks.

The Vimera developer overridden the Experience Cloud CSS styles to hide some standard Knowledge article attributes that the customer didn’t want to see on UI.

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Productivity increased by 55% due to automation and integration of the data from all sources.

The average time to resolve a client's case decreased by 60%.

The quality of customer service was significantly improved.

Decreased employees’ workload due to automation that helped to concentrate more on highly-prioritized tasks.

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Nicholas Chang
VP of Sales & Marketing
Flower Company
Miami, Florida, US

Fedor Orth
Head of Software Engineering
Clear Aligner Provider
Berlin, Germany