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Revamp of the existing Salesforce sales processes for India’s largest at-home smile and tooth makeover service

About The Client

The client is a pan-India at-home tooth and smile makeover specialist that provides in-clinic-like treatment to customers from the comfort of their homes. It has a presence in over 11 cities and is one of the leading domain experts in its industry. With more than 1000+ employees, the client has worked on 55,000+ customers within a span of three years, the company is growing very rapidly.

Business Challenge

The client had implemented Salesforce to streamline their sales process. However, the existing Salesforce system had several loopholes and design issues, due to which the adoption was slow among the sales team. It had impacted their productivity and performance. The client started to face resistance from the sales team. The team was contemplating shifting back to using Excel sheets for reporting and maintaining details of opportunities and closed deals. The client finally decided to revamp their entire sales process and design a new architecture to simplify report generation. The objective was to help the sales team to adopt Salesforce to capture customer segmentation and prospect details, maintain sales quote/sales orders, and manage open/closed opportunities per quarter, revenue per quarter, and the sales pipeline.

The Solution

Based on our in-depth understanding of the Salesforce platform, subject knowledge and vast experience in Salesforce implementations, the client approached us to help them with their revamping initiative.

After understanding the client’s business needs, we helped them:

  • Revamp the process design with new architecture using Salesforce’s Sales Cloud and out-of-the-box sales cycle process
  • Define the complete roadmap for phase-wise implementation (based on the business priorities)
  • Implement lead lifecycle management, opportunity creation, and sales quote creation
  • Implement best practices in alignment with leading service industry practices to improve operational efficiency and better service planning

Apart from that, we also provided the client value-add services such as:

  • Enabling key reports to help the stakeholders visualize their company’s progress through statistics and intuitive charts
  • Simplifying the UI/UX of the system to increase its adoption amongst the team. The objective was to help the sales team generate leads and capture new opportunities and sales quote/sales orders easily
  • Deploying engaged service representatives across the organization
  • Additional capabilities in mapping, navigation, and geolocation for a more precise customer segmentation

Business Impact

The implementation, completed within 3 months, delivered a positive impact on the client’s business.

  • The revamped system has helped in the automation of the customer service and sales management processes - leading to enhanced productivity and customer satisfaction
  • The improved UI and UX helped in optimizing the sales process and made it easy for 150 sales team members to use it from day one
  • The newly developed mobile app is helping the sales teams to create and update leads and orders on-the-move
  • The sales team can automatically prioritize and route the leads among them depending upon the lead assignment rules such as geographies, deal size, and other factors