TIMELINE COMPARISON

Record touch comparison

Record touch-points pre and post Stonly/Salesforce integration

Current state

Future state

1. Customer contacts support

2. Support touches case

5. Sales reviews spreadsheet entry, searches cst in SF

6. Sales determines customer type

3. Support adds data to spreadsheet

7. Creates new record in Salesforce (more often than not)

4. Support updates/closes case

8. Reaches out to customer or tags another sales agent

1. Customer contacts support

2. Support touches case, completes prompts inside case

0

24

48 / 0

24

48

3. Support updates case, customer data automatically shared with Sales

4. Sales receives request in proper format with proper records attached. Reaches customer in same record.

Start: Support SLA (48hrs)

Customer Support SLA - 48 hours Start: Sales Ticketing SLA (48hrs)

Customer type, contact information, and needs are transcribed from Salesforce to spreadsheet manually.Customer information and records are already inside Salesforce - we are duplicating data entry and introducing another opportunity for human error

• This often occurs OUTSIDE salesforce; it is impossible to determine whether the customer has been contacted or when by looking at records inside Salesforce.
• Follow ups cannot be completed when handling sales agent is out of office.
• If customer reaches back out to Support, Support goes back through their touch points and often slacks sales. Potential for 12 touches

Format to be determined by preferred sales process. Can create:

• Leads
• Tasks
• Chatter

Triggers in flows can create or update any record inside Salesforce.

Sales: Copies customer information from spreadsheet, searches again in salesforce to determine whether customer is:

• new
• existing lead
• existing contact w/account
• existing contact w/no account

This information already exists in salesforce and can be communicated from Support.

• Email/VM/Web: 48 hour SLA
• Inbound: >70% unanswered