17:00 - 17:45
TRACK А
ABOUT THE SPEAKER
8 x certified Salesforce Consultant
Experienced Salesforce Consultant, and Administrator with deep understanding of Sales Cloud, CPQ, Service Cloud, FSL, Community and Pardot.
For the last 5 years I joined the Salesforce community and took part in more than 25 different projects of implementation.
Experienced in Implementation, Migration, Optimisation and Redesign Salesforce Consultant.
Talk: How to implement Salesforce Cloud from Scratch: Example of a Successful Story
- Identification of business needs: finding the best technician for a specific field job, optimising technicians schedules, KPIs improvements, track on technicians’ tools and others.
- Planning integrations: after the actual implementation started the challenges escalated to integration between Salesforce and custom portal, as well as some outdated process configurations that could not align with our architecture, thus that redesign was required
- Scope scaling: the client was an already Salesforce user and initial plan was to implement Salesforce FSL. Those needs quickly evolved and other streams were added. We replace an outdated custom portal with Customer Community, redesigned Service Cloud features and connected the dots between FSL, Customer Community and Service Cloud. As a fourth stream we agreed with the customer to optimise some of their already existing Salesforce processes
- Value delivered: single source of truth with 360 degree overview to all the needed information for management, technicians, dispatchers, vendors and customers. As well as improved technicians KPIs, better user experience for their customers and improved streamline processes