Manage HR Magazine | Thursday, November 23, 2023
Client Challenge
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Our client is a nonprofit organization and a leading resource for safety advocacy, products, education, online training, and research throughout the US. This organization collaborates with businesses, government agencies, educational institutions, and individuals to create and disseminate best practices and guidelines to reduce accidents, prevent injuries, and enhance overall safety standards.
Our client was implementing Service Cloud by Salesforce with another vendor and the project was not going well. They originally sought to do an assessment of the current project to understand what was and what was not working on the implementation.
Solutions Delivered
BGSF originally provided a Salesforce Project Manager and a Salesforce Solutions Architect to complete an assessment of the current implementation. They were then asked to develop a digital transformation proposal, build the team, and execute the new project.
● BGSF provided the entire team, from the Project Manager to Business Analysts.
● At any given time, BGSF had 5 to 8 consultants filling out the team.
● The team worked hand in hand with the client's internal resources for 18 months.
Results
The BGSF team completed a successful reimplementation of Service Cloud in an 18-month span. The team was able to migrate data from two other organizations into their main Salesforce Sales and Service Clouds as well as solve a long-term Marketing Cloud issue. They were also able to support the rebuild of cloud pages and a preference center that tied in Salesforce Marketing Cloud and G4.
This project gave the client much greater insight into their customer base to increase their safety product sales. They are now able to see when someone is visiting their site and what they are browsing to potentially purchase. This has been transformational for the client’s Marketing department and back office, particularly when it comes to the wealth of data that is being captured in Salesforce and a better understanding of the sales cycle. The client is now using that data for more informed decision-making and getting their customers to hit “purchase” on their site.
Following the success of this assessment and subsequent project, the client asked for assistance in another area. BGSF provided a Drupal Developer to implement/code single sign-on into Salesforce via Drupal 7.
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