Maintenance, administration and support of the existing Salesforce org and Experience Cloud site, Apex code optimisation, integration with third party rota planning app.
One administrator and one developer with 12-months involvement.
Technologies: Salesforce Apex, Lightning Web Components, Sales Cloud, Service Cloud, JavaScript, Rest API integration.
Proven Track Record
Customer Satisfaction
Talent Pool
Trial Period
The Challenge
The company utilizes Sales Cloud, Service Cloud, and Experience Cloud site with approximately 50 active users. Frequent user changes necessitated diligent user management and data quality maintenance. The developer faced legacy code refactoring, optimization, and integration with a third-party rota planning app due to company commitments.
What did UNL do
A thorough assessment of existing processes was conducted, identifying areas for improvement. Customizations to the Salesforce org were made to meet specific company needs, including the creation of custom objects, fields, and workflows to streamline processes. Integration with essential systems, such as the rota planning app, ensured seamless data flow across departments.
Online communities enabling customers to collaborate, share insights, and seek answers to common questions, were developed to foster their engagement, and sense of belonging. The platform integrated seamlessly with Salesforce Knowledge, providing easy access to relevant articles and resources for customers seeking self-help solutions. Comprehensive employee training ensured effective Salesforce utilization.
The Results
- The company continues to use Salesforce as it adapts to evolving market demands and customer expectations. 360-degree view of customer interactions enabled the company to provide personalized service and increase customer satisfaction by 20%.
- Data duplication was eliminated, the accuracy of customer information improved, which reduced errors and enhanced decision-making accuracy.
- No website downtime has been reported since the system update, and Experience Cloud enables the creation of branded, self-service portals for customers, partners, and employees, offering a personalized and interactive experience.
