Salesforce Service Cloud Implementation Services
Experience the power of reliable customer service with TTMS and the Service Cloud platform.
What is Salesforce Service Cloud?
Salesforce Service Cloud is a scalable platform designed for managers, service technicians, and after-sales teams. It supports customer service management across various scenarios, from basic service departments to advanced call centers and field services. With Service Cloud, you can enhance customer service, make informed decisions, boost efficiency, reduce costs, and tailor tools to meet your business needs.
TTMS – Salesforce Service Cloud Implementation Partner. Companies that trust us:
Implementing Salesforce Service Cloud will support following areas in your organization:
Customer Service
Manage customer inquiries, resolve issues, and provide real-time support.
Service
Manage service requests, schedule service visits, and track repairs.
Sales
Support for sales teams through access to the history of customer interactions and service data.
IT Systems Management
A single source of truth about the customer, with easier data management through integration with other systems and databases within the company.
Product Management
Collecting feedback from customers and analyzing it to improve the offering.
Marketing
Using customer service data to create more targeted marketing campaigns.
Salesforce Service Cloud Key Benefits:
High level of customer service
- You respond to customer inquiries faster and more effectively.
- You enhance interactions with customers, increasing their satisfaction at every stage of support.
- You systematize and prioritize requests, accelerating the resolution of cases.
- You boost the productivity of service agents and foster greater customer loyalty.
Flexibility and scalability
- Flexibility and scalability: Service Cloud grows with your company.
- Industry adaptation: ideal for retail, healthcare, and finance.
- Configurable functions: ccustomise the system to meet the specific needs of your business.
- Interface personalisation: record types streamline agent work by providing relevant information efficiently.
Mobile Application
- Field support: Agents can view customer profiles and ticket history from anywhere.
- Ticket Management: Agents can create, update, and manage tickets directly from the mobile app, speeding up responses to customer needs.
Full integration with Salesforce CRM
- Your service agents get instant access to complete customer history, including both sales and after-sales service.
- Integration also enables seamless collaboration between your sales and customer service teams, enhancing their efficiency and speed in resolving issues.
Salesforce Service Cloud Useful Features
Creating tickets
You take full control over the ticket creation process:
- Automatic creation of reports based on incoming e-mails or online forms
- Possibility to manually create tickets and manage their statuses
- Combining ticket information with customer data
Monitoring the scope of support and agent response time
- The Entitlements component shows the level of support and agent involvement based on the client’s contract.
- The Milestones component displays ticket response and turnaround times to ensure that key steps are completed on schedule.
Multi-channel contact with the customer (Omni-Channel)
- Easier customer contact through phone, email, chat, or social media.
- More efficient agent workflow on a single platform, reducing the time spent switching between systems.
Tools to enhance your efficiency
- Using macro functions, you can automate tasks such as closing tickets and updating records.
- Email templates allow you to save time and maintain consistency when sending messages.
Knowledge Base
- Agents can quickly find answers to customer questions with easy access to the knowledge base.
- The knowledge base ensures consistent information and provides uniform solutions.
- Based on the ticket name, artificial intelligence suggests articles related to the issue.
Analytics and reports
The ability to create your own advanced reports or use numerous predefined templates, such as:
- A report showing the ratio of open to closed tickets.
- Monitoring the performance and effectiveness of service agents.
- A chart displaying the number of reports categorized by type.
The competency base of our Salesforce TTMS team:
Market sectors we assist our clients in:
Pharma
Automotive
Manufacturing
Finance
IT
Logistics / Transport
Professional
Services
Luxury
goods
Construction
Hospitality /
Travel
Non-Profit Organisations
OZE / Energy
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Salesforce Implementation Roadmap: Process, Plan, Steps
In the dynamic world of everyday business, an effective and well-arranged action plan undoubtedly ensures the successful implementation of the Salesforce system. Without an appropriate roadmap, we often risk encountering various challenges that may hinder smooth integration with other systems. So, let’s explore the implementation plan template for this tool together and uncover its key steps. This way, we’ll ensure the smoothness and success of the entire project. Why Is Planning Crucial for Successful Salesforce CRM Implementation? Before embarking on the implementation process, it’s crucial to grasp the significance of a well-developed Salesforce implementation framework. Attempting an implementation project without such a plan is akin to sailing without a map. Therefore, having a meticulously crafted plan is not just practical but utterly essential. Below, we outline several reasons why preparing an implementation schedule is worthwhile: Gather project participantsProperly defining the individuals involved in the project enables you to tailor the final outcome to meet their needs and expectations. This approach enhances the consistency of the implementation process and fosters greater engagement from all parties. A detailed plan accommodates the requirements of stakeholders, thereby creating a cohesive vision for the project’s Salesforce system implementation process. Document your company’s business processesA comprehensive understanding of existing business processes is crucial for a successful Salesforce CRM implementation. The schedule should incorporate analysis and documentation of these processes to ensure their seamless integration into the new system. Set the project budget and implementation deadlinesSpecifying the budget and implementation deadlines is necessary to ensure the efficiency and effectiveness of the project. Additionally, it helps avoid unnecessary delays and determines the functional scope of the project. Establish metrics to measure successful implementationThe value of an implementation project can be assessed by defining success metrics. By specifying specific measurement metrics, you can monitor the project’s progress, manage its course effectively, and precisely determine the moment of its successful completion. Establish communication channels Effective communication is crucial for the success of the entire project. The implementation plan should include the establishment of clear communication channels between the project team, decision-makers, and end-users. Identify end usersIdentifying the end users of the Salesforce system and determining their needs and expectations allows you to tailor the implementation plan to their specific requirements. This ensures better user engagement and greater acceptance of the new system. Additionally, the number of end users directly affects the cost of Salesforce licenses. Determine data sourcesImplementing Salesforce CRM often involves migrating data from existing systems. The roadmap should include the process of identifying, migrating, and integrating data to ensure a smooth transition and maintain data integrity. Prepare a plan for implementing changes to the projectAn effective Salesforce CRM implementation project often requires gathering prior knowledge about the changes we will introduce and how to implement them. Once we enter the “go live” phase, and if there’s a need to adapt a new tool to the company’s requirements, we can carry out the adaptation process more effectively. The Salesforce CRM Implementation Project Plan is a strategic playbook that guides you through all the complexities, optimizes resources, ensures timely implementation, and lays the foundation for successful and lasting Salesforce integration. It’s not just a document; it’s the key to unlocking the full potential of the Salesforce tool. Benefits of a Salesforce implementation project plan A well-prepared Salesforce implementation project plan is more than just a document; it’s a strategic tool that can significantly enhance your company’s operations. Let’s explore the benefits it brings: Operational efficiency and streamlined processes The plan enhances operational efficiency by streamlining processes, thereby increasing productivity and optimizing the use of existing resources. Saving and optimization of resourcesScheduling helps to predict costs, preventing overruns and ensuring efficient allocation of resources. Accelerated implementation period and timelinessThe plan serves as a timeline, facilitating precise planning and ensuring timely Salesforce implementation. Higher degree of user acceptanceThe schedule offers training to users, enabling them to utilize CRM more efficiently in their daily tasks. Mitigating risks and solving problemsThe plan anticipates risks and identifies preventive measures, enabling you to overcome obstacles smoothly. Personalization tailored to business goalsThe plan offers seamless personalization customized to your business goals. Continuous improvement and adaptabilityThe plan evolves alongside the implementation project, enabling flexibility and adaptability to changing situations and business needs. Typically, the benefits of a Salesforce implementation project plan extend beyond the initial stages, aligning technology with business goals and ensuring predictable success in a company’s dynamically changing business landscape. How does TTMS help prepare a good Salesforce CRM implementation plan? Launching a Salesforce CRM implementation demands more than just a plan. At TTMS, our experienced specialists employ a strategic approach throughout the project to adeptly navigate the complex Salesforce CRM landscape. Here are the key elements we focus on: Comprehensive needs assessmentBefore commencing the Salesforce implementation project process, our experts conduct a comprehensive assessment of the client’s unique business needs. Understanding your goals provides the foundation for a customized Salesforce implementation roadmap. Strategic alignmentOne significant advantage of the Salesforce system is its customization possibilities. We strategically align personalization with the client’s business goals, ensuring that the platform effectively meets their specific requirements. User-centric approachThe success of CRM implementation depends on user acceptance. Our action plan includes a detailed schedule for training and onboarding users, enabling them to achieve great efficiency in daily use. Risk Mitigation Strategies Anticipating challenges is integral to our strategy. We proactively identify potential risks and develop strategies to mitigate them, thereby preventing possible obstacles from arising. Project success in the real world: a quick look: Let’s examine a real example of a successful project implementing Salesforce through TTMS. For one of our clients in the manufacturing industry, our experts devised an action plan that not only fulfilled their requirement for a CRM system but also enhanced the efficiency of the sales department. This resulted in a remarkable 30% increase in salespeople’s productivity in the first quarter. Final Conclusions To sum up, well-organized Salesforce implementation steps are essential for fully leveraging the potential of this tool in your company. Therefore, it is advisable to seek the support of an experienced implementation partner. Their specialists can provide valuable assistance with their knowledge and experience to ensure the successful implementation of your project. Why is planning crucial for successful Salesforce CRM implementation? Planning is essential for Salesforce CRM implementation as it ensures alignment with business processes, sets clear goals, defines budgets and deadlines, and establishes communication channels. It also helps in identifying end users, determining data sources, and preparing for potential changes, thereby ensuring a smooth and efficient implementation process. What are the benefits of a Salesforce implementation project plan? A well-prepared project plan enhances operational efficiency, optimizes resource usage, accelerates implementation timelines, increases user acceptance, mitigates risks, personalizes the CRM to business goals, and allows for continuous improvement and adaptability. How does TTMS help prepare a good Salesforce CRM implementation plan? TTMS helps by conducting comprehensive needs assessments, strategically aligning the CRM with business goals, focusing on user acceptance through training, and developing risk mitigation strategies. Their experienced specialists ensure a customized and efficient implementation plan. What is included in a Salesforce CRM implementation project plan? The plan includes gathering project participants, documenting business processes, setting budgets and deadlines, establishing success metrics, defining communication channels, identifying end users, determining data sources, and preparing for project changes. Can you give an example of a successful Salesforce implementation by TTMS? For a client in the manufacturing industry, TTMS created a tailored action plan that improved the sales department’s efficiency, resulting in a 30% increase in productivity in the first quarter. What final conclusions can be drawn about Salesforce implementation steps? Organized Salesforce implementation steps are crucial for leveraging the tool’s potential. Partnering with experienced implementation specialists, like those at TTMS, can provide valuable assistance and ensure project success.
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How to Measure ROI (Return of Investment) of Salesforce Implementation for SMB?
Every investment should generally pay off. But is this always the case? For this reason, companies that need to choose a CRM tool should have a comprehensive understanding of the potential profits and costs so that their decision is made consciously. Among decision-makers, the ROI indicator is a proven measure and guide for their decisions. Before we proceed to measure it in the context of a Salesforce implementation, let’s first analyse its definition. What is Return on Investment (ROI) and how do you calculate it? Return on Investment (ROI) is an indicator that measures the effectiveness of an investment or project. It is expressed as a percentage of profits divided by investment costs. To calculate ROI, divide the net profit from the project (profits minus costs) by the costs incurred for it and multiply by 100. ROI allows you to assess whether the investment was profitable and enables you to compare the effectiveness of different investments. The higher the percentage, the more profitable the investment. However, before using the above formula, it is necessary to carry out several steps that will enable us to precisely determine the components. Definition of goals and key performance indicators (KPIs): Be clear about your goals, whether it’s increasing sales efficiency, improving customer relationships, or streamlining your marketing efforts. Then identify key performance indicators (KPIs) in line with your goals, including lead conversion rates, improved sales productivity, and customer satisfaction metrics. Cost calculation: Determine and document all costs associated with your Salesforce implementation, including licensing fees, technical customization expenses, training, and ongoing support. Make a comprehensive list of costs – both one-off and recurring – to get a detailed picture of your expenses. Determining the benefits: Measure Salesforce’s impact on business processes by assessing improvement in identified KPIs. Where possible, define benefits in monetary terms – note the measurable and non-measurable benefits mentioned earlier. Then compare the profits from the period before the implementation of the CRM system to the period after the implementation to obtain a specific amount that can be used in the calculations. Subtracting costs from benefits: Calculate net gains or losses by subtracting total costs from total benefits. This way we get a clear picture of the financial situation. If we receive a positive result, it means a profitable investment for us. However, a negative result suggests that the costs outweigh the benefits. Application of the ROI formula: Use the ROI formula to determine your return percentage. The percentage received in our score reflects the return on investment. A higher percentage means a better return on our investment. Monitoring and optimization: Let’s keep in mind that the return on investment in Salesforce is a process spread over time. We must constantly monitor and repeatedly evaluate the impact of the Salesforce system, as well as optimize the implementation based on changing business needs and technological progress. Let’s also remember not to rely solely on the ROI formula and monitor non-measurable profits, which also constitute significant value for the company. Why is measuring ROI in Salesforce not obvious? In the context of Salesforce implementation in small and medium-sized enterprises (SMEs), calculating ROI is an important issue for the overall assessment of the effectiveness of a CRM solution. However, calculating ROI in Salesforce is not always as straightforward as we might hope. This complexity arises from the fact that profits can be divided into two groups, as detailed examples will illustrate below. Measurable Profits: Increasing the number of leads obtained from the campaign. Increasing the number of sales opportunities. Increasing sales revenue by improving sales opportunity management. Increasing conversions through more effective use of customer data. Saving time by automating processes and replacing repetitive and manual activities and administrative tasks. Cost control: better budget management and reduction of excess costs. Improved data analysis: better analysis of customer data and sales activities, which can lead to a better understanding of customer needs and better sales strategies. Increased customer loyalty: through better customer service and more personalized interactions, companies can gain greater customer loyalty, which translates into recurring revenue. Unmeasurable Profits: Improved customer relationships: Better customer service can lead to better customer relationships, which may be difficult to measure but are crucial to a company’s long-term success. Greater team effectiveness: A better customer relationship management tool can lead to better communication and team collaboration, which can improve the efficiency of the entire company. Greater consistency in data: Having one central system for managing customer data can result in greater data consistency and accuracy, which can improve the quality of business decisions. Increased customer trust: Better customer data management can lead to greater customer trust in your company, which can be key to acquiring new customers and retaining existing ones. Improving your brand image: Using a modern and effective CRM system can improve your brand image in the eyes of customers and business partners, which can impact your company’s overall reputation. Both measurable and non-measurable profits are important for the success of implementing a new Salesforce CRM system for SMEs. If you want to learn more about the benefits of implementing Salesforce in your company, read the material: https://ttms.com/what-is-crm/ The second part of the formula involves the costs incurred during the implementation of the project on the Salesforce platform. These costs are divided into two parts: Implementation Costs It consists of the work of specialists who adapt the platform to the individual needs of the company and processes specific to a given industry. Feel free to learn more about the process of implementing Salesforce in your company. Salesforce License Costs This category includes the costs of environment and user licenses, which are typically paid in advance for a fixed period. The link below provides an article where you can learn more about the process of implementing Salesforce in your company. Positive Effects of Salesforce Implementation Supported by Market Research Companies faced with the decision to choose Salesforce as their CRM platform are not entirely certain how this change will affect their business in the long run. Therefore, it is advisable to rely on reliable data from previously completed projects. According to research conducted by Salesforce in 2022 on a group of over 3,500 enterprises, 89% of companies achieved a positive ROI, averaging 29% after 9 months of implementing the CRM system. Additionally, over 85% of users of newly implemented systems expressed their willingness to continue using the new tool. Below, we present some additional data included in the ROI measured by Salesforce in the aforementioned study: 30% improvement in the speed of response in communication with customers, leads, and employees. 30% reduction in decision-making time. 30% increase in productivity of CRM system users. 28% increase in sales results. 27% increase in successful business opportunities. 28% reduction in the time to close sales opportunities. 29% increase in sales productivity. Source: https://www.salesforce.com/news/press-releases/2022/11/07/companies-report-cost-savings-with-salesforce/ Of course, these are not all the indicators measured by Salesforce, but the ones mentioned above. Research shows that most companies that have decided to implement Salesforce achieve measurable benefits, and their ROI reaches a very high value shortly after implementation. Calculation of ROI on the Selected Example Let’s make an example calculation of year-to-year profit growth (YOY) after implementing a new CRM tool. Let’s assume that profits increased by PLN 80,000 and the cost of the project to implement a new CRM tool was PLN 20,000. In this case, the ROI calculation will look like this: Final Conclusions Measuring ROI in Salesforce and maximizing the ROI from implementing a CRM system in SMEs is crucial for making informed business decisions. By setting clear goals, calculating costs, and determining benefits, a company can assess the effectiveness of its investment activities. Calculating Salesforce ROI and incorporating current industry insights streamlines the process, ensuring SMBs maximize their Salesforce implementation potential. To sum up, the journey of implementing a SaaS system in SMEs goes beyond the framework of the project itself. It involves continuous evaluation, optimization, and maximizing return on investment. Further information on optimizing Salesforce for business success will be regularly posted on our website www.ttms.com and related media. What is Return on Investment (ROI) and how is it calculated? ROI measures the efficiency of an investment by dividing the net profit by the costs and multiplying by 100. It helps assess the profitability and compare different investments. Why is measuring ROI for Salesforce implementation important? Measuring ROI helps determine the financial impact of Salesforce implementation, guiding informed business decisions. It highlights both measurable and non-measurable benefits, ensuring a comprehensive evaluation of the CRM system’s effectiveness. What are the steps to calculate ROI for Salesforce? The steps include defining goals and KPIs, calculating associated costs, determining both measurable and non-measurable benefits, subtracting costs from benefits to get net gains or losses, and applying the ROI formula to get the percentage. What are some measurable benefits of implementing Salesforce? Measurable benefits include an increased number of leads and sales opportunities, higher sales revenue and conversion rates, time savings through process automation, better budget management, improved data analysis, and increased customer loyalty. What are some non-measurable benefits of implementing Salesforce? Non-measurable benefits include improved customer relationships and trust, enhanced team communication and collaboration, consistent and accurate data management, and a better brand image and reputation. What are the typical costs involved in Salesforce implementation? Implementation costs include customization and specialist work, while licensing costs cover environment and user licenses, often paid in advance. How can TTMS help in preparing a Salesforce implementation plan? TTMS provides comprehensive needs assessments, strategic alignment with business goals, a user-centric approach, risk mitigation strategies, and continuous support. Their expertise ensures a successful and efficient Salesforce implementation tailored to your organization’s needs. What are the positive effects of Salesforce implementation according to market research? Research by Salesforce in 2022 showed that 89% of companies achieved a positive ROI, averaging 29% after nine months. Benefits included a 30% increase in response speed, 30% reduction in decision-making time, 30% boost in productivity, and a 28% rise in sales results.
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What is CRM and Salesforce: A Quick Start Guide for SMBs
In today’s competitive business landscape, managing customer relationships efficiently is paramount for success. For small and medium-sized businesses (SMBs) looking to enhance their sales and marketing efforts, understanding Customer Relationship Management systems (CRM), particularly Salesforce, can be a game-changer. In this article, we’ll demystify CRM and Salesforce, exploring their benefits and key features, and introducing our Salesforce implementation offer, the Quick Start package, tailored for SMBs seeking instant implementation solutions. What is CRM system and Why Does Your Business Need It? At its core, CRM is a technology-driven strategy for managing interactions and relationships with customers and potential customers. A CRM system allows businesses to centralize customer data, streamline processes, and improve communication across departments. With CRM, SMBs can: Introducing Salesforce: The Leading CRM Provider Salesforce CRM stands for Customer Relationship Management, a technology solution that helps businesses manage interactions and relationships with their customers. It offers a comprehensive suite of tools and features designed to empower sales and marketing teams to drive growth and profitability. Some key benefits of Salesforce include: Scalability: Salesforce CRM is highly scalable, making it suitable for SMBs looking to grow their operations without worrying about outgrowing their CRM system. Customization: Tailor Salesforce to your business needs with customizable dashboards, reports, and workflows. Integration: Seamlessly integrate Salesforce with other business tools and applications to create a unified ecosystem that enhances productivity and efficiency. Accessibility: Access Salesforce anytime, anywhere, with cloud-based solutions that ensure flexibility and mobility for your team. Security: Rest assured that your customer data is protected with Salesforce’s robust security features and compliance standards. Among its array of products, Salesforce places significant emphasis on a CRM solution known as Sales Cloud. This strategic focus addresses the substantial demand for such tools in the market. Below, we outline the key features of Salesforce CRM, “Sales Cloud”: Reporting: Gain actionable insights into your sales and marketing performance with customizable reports and dashboards. Automation: Streamline repetitive tasks and workflows with automation features, allowing your team to focus on high-value activities. Sales Opportunity Lifecycle: Manage the entire sales process from lead generation to closing deals, ensuring nothing falls through the cracks. Client Management: Centralize client information, interactions, and history in one place for a 360-degree view of your customers. Communication Integration: Enhance internal communication between your sales team and customers by integrating Salesforce with email and other communication channels. Introducing Salesforce CRM Quick Start: Your Instant Implementation Solution For SMBs looking to harness the power of Salesforce without the complexity of traditional implementations, we offer the Salesforce CRM Quick Start package. With Quick Start, you can: For further information on our TTMS Quick Start, feel free to visit our dedicated website at https://ttms.uk/salesforce/salesforce-sales-cloud-implementation-services/. In conclusion, CRM, particularly Salesforce, is a powerful tool for SMBs looking to streamline their sales and marketing efforts, improve customer relationships, and drive growth. With our Salesforce Quick Start package, you can unlock the full potential of Salesforce with minimal hassle and maximum impact. Contact us today to learn more about how we can help your business thrive with Salesforce.
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FAQ
What are the costs of implementing Salesforce Service Cloud?
The costs of Salesforce Service Cloud Implementation Services depend on the complexity of the project and can range from PLN 20,000 to PLN 50,000. This price includes configuration, customization, and integration with existing systems within the company. As a Salesforce Service Cloud Implementation Partner, TTMS provides comprehensive support throughout the process.
Is Service Cloud also suitable for small companies?
Yes, Salesforce Service Cloud is scalable and can be tailored to the needs of both small and large enterprises. It offers flexible licensing and functionality options that support your business’s growth at every stage. As a Salesforce Service Cloud Solutions Provider, TTMS ensures that the system is optimized for businesses of all sizes.
What makes Service Cloud users more efficient and faster at helping customers solve their problems?
Salesforce Service Cloud enables faster and more effective resolution of customer issues through advanced integration with VOIP systems and a built-in knowledge base. Automatic caller identification and easy access to customer and product history allow for immediate action and the delivery of accurate responses. This efficiency is further enhanced with Salesforce SLA management capabilities, ensuring that service levels are consistently met.
What does the licensing model look like when purchasing Service Cloud?
Salesforce Service Cloud licenses are purchased directly from Salesforce. You are charged based on the number of users and the duration of service usage, typically as a monthly fee per user. After the Salesforce environment is activated, TTMS supports the client as a Salesforce Service Cloud Integration Partner, assisting with system configuration and customization to fit specific business needs.
What does the Service Cloud implementation process look like?
The Salesforce Service Cloud implementation involves several key stages: planning, configuration, integration with existing systems, testing, and user training. TTMS provides full support at each of these stages, ensuring the system is tailored to the specific needs of the company.
What support does TTMS provide after implementing Service Cloud?
After implementing Salesforce Service Cloud, TTMS offers support, including training, data migration, error correction, and optional system function expansion to align with the company’s growing needs. This also covers Salesforce warranty management to ensure ongoing system reliability.
How does Service Cloud compare to Sales Cloud?
Salesforce Service Cloud and Sales Cloud are seamlessly integrated, providing access to a shared database. This integration offers companies a comprehensive view of the customer, facilitating more personalized service and enhancing customer relationship management. Having both clouds allows for a unified approach to managing sales and service interactions, improving overall efficiency and customer satisfaction. This approach is especially beneficial for Salesforce IT service management, where having integrated systems enhances service delivery.
Can Salesforce Service Cloud be integrated with external systems?
Yes, Salesforce Service Cloud supports extensive integration with external systems, including VOIP systems. This capability enables smooth communication management and data centralization. After-sales warranty management and service cloud help features are also seamlessly integrated, ensuring cohesive management of customer interactions and service processes.
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