CUSTOMER STORY
Sales Cloud, Service Cloud, and Partner Community Implementation
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Toronto Office
1050 King Street West
Toronto
M6K 0C7
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Company Profile
Since 2002, KioSoft has been the leader in unattended payment solutions, with an emphasis in Laundry payment technology. They offer complete integrated solutions for Multi-Housing and Retail Laundromats, facilitating ease of payment and management.
KioSoft also provides innovative and powerful unattended payment solutions for a wide variety of industries including Tire Inflation & Auto Vac, Car Wash, Coffee Kiosks and Vending.
The Challenge
KioSoft needed a solution that would allow them to actively look for new business in the Retail Laundromat market. They wanted to effectively service valued clients and enable dealers to install and service the new payment system on behalf of KioSoft as the manufacturer.
KioSoft had multiple apps through which they connected to their operator partners and customers. They wanted their operators and customers to easily be able to chat and reach out to the KioSoft support team so they could not only log those conversations within Salesforce as cases but also sort, assign, and escalate them.
On the other hand, even though they had Sales Cloud already implemented, it was not being used optimally to its full functionality. Many fields were unused. Sales Cloud needed to be reconfigured to best serve their current business operations. In addition to that, Service Cloud was on a separate Salesforce instance and it had limited functionality.
KioSoft was lacking a place to share their knowledge articles and other handy documentation to their customers and partners. They wanted an online branded portal to provide Frequently Asked Questions and installation guides documentation in order for distributors and operators to support themselves.
The Solution
First, we built the foundational Salesforce system to match the client’s business needs by configuring Activity Tracking to register call connections, in-person meetings, email sends, etc. Chatter, Leads, Accounts, Contacts, Opportunities, and Forecasting were also configured.
Then, App Solve proceeded to build the Service Cloud core where we refined the management process and rules as per the clients requirements. We configured the system to support different resolution stages for different types of tickets, the page layouts and necessary custom fields for different ticket types, and we configured automations and stages of ticket accordingly. We also defined and set up Case Assignment Rules & Escalation Rules.
Next, we built the Service Console app to give a 360 degree view of the customer to Support Reps and to include contact details and support history. Also, the console was set up to have the ability to directly send emails to customers from their Cases.
After that, App Solve set up Salesforce chat within their mobile apps so that operators and customers can start a chat and reach out to the KioSoft support team.
The next stage included the setup of the customers’ Knowledge Library in an easily searchable manner to contribute to case deflection.
A Distributor access portal within the framework of a Partner Community was configured to enable Distributors to view/update their information, register new leads, create and view the status of their tickets (Cases).
To maximize efficiency and productivity within the business, we created automation rules in their Salesforce.com system to support business process automation tasks.
Finally, after migrating KioSoft’s data into the client’s Salesforce system, App Solve created and customized Reports and Dashboards to display the client’s important KPIs and metrics.
The Results
Customers and partners now have an online community portal to log cases. KioSoft’s support team can respond to support chats and log them within Salesforce as cases. They are able to resolve them and provide updates back to the operator or customer. Also, clients have access to a knowledge base with frequently addressed issues and frequently asked questions. In addition, a live chat enables client servicing in real-time.
KioSoft management and support teams have an extended insight on the status and health of a customer or operator (by checking case status) and are able to extend the abilities of their Salesforce org by the connection with their third-party mobile apps.
After App Solve configured and brought Sales and Service Clouds into a single org, the system is able to run from when a lead is first entered into a system until when the client is fully onboard and logging cases―an end-to-end process.
KioSoft is able to provide better servicing as processes like assignment rules, escalations, routing, queues, and notifications were added to create a more automated process.
Products Utilized
Sales Cloud
As the core foundational CRM product within the Salesforce platform, Sales Cloud provides the baseline for the 30% revenue growth that the average App Solve customer achieves. Key areas like contact management, opportunity management, forecasting, reports and dashboards allow you to automate sales to supercharge growth.
Service Cloud
App Solve’s Service Cloud offerings provide the business experience and technical strength to help companies deliver the best possible customer service.
Experience Cloud
The Experience Cloud allows you to connect to your customers and partners in a whole new way. Then take that information and customize your business to best align with your target audience and critical partnerships.
What Our Customers Are Saying
Digitcom hired AppSolve to streamline Digitcom's processes from Quote to Cash. A digital service provider, Digitcom's requirements are challenging and AppSolve's thorough knowledge of Service Cloud and AccountingSeed ERP and Financial Suite made them uniquely qualified to help.
AppSolve delivered a comprehensive overview of Digitcom's processes. They simplified systems by eliminating half of the business tools currently in use, resulting in more cohesive work flows at a lower monthly spend.
AppSolve's team faced external challenges multiple times during their engagement with us, but managed to keep tightly to their deadlines and deliverables while maintaining a high-quality, professional service.
Digitcom Telecommunications Inc.
"A great long term partner. The team at App Solve has helped us implement several strategically valuable modules, custom design, and workflow processes to our org. We have been working with them for four years now. They understand our business needs and help us scope projects appropriately for our requirements and budget. Planning projects is always difficult when we don't understand the complexity of some challenges. They help us navigate appropriately and are reasonable to work with when original plans inevitably end up drifting into something different than first envisioned."
Craig MacAdam, CFO | Lift North America
"Great team to work with! App Solve knows their stuff. They helped to get Pardot integrated with Salesforce, and I am excited to see what we can do with it."
Dawn Jones, Director of Marketing | Kraun Electric Inc.
"Exceptional work and customer service! We contracted App Solve to help us with an implementation roadmap project and feasibility study. We were very pleased with the level of service they provided, the clarity of communication, and the attention we received. All our needs were addressed! I strongly recommend App Solve, their level of expertise, and customer service are unparalleled."
Asia Nebesnaia, IT Project Manager | Cox Automotive Canada Company
"The App Solve team was very knowledgeable, organized, and worked diligently to set up Salesforce and Pardot within a tight timeframe. We enjoyed working with everyone on the project and appreciated the guidance along the way."
Simon Dealy, CEO | HIRE Technologies
"Experienced partner with good staff. We did our first project with App Solve this past summer. It was implemented professionally and has had a positive impact on our business. The staff are responsive and know their stuff. We will definitely use them again."
Aaron Jones, CEO | Kraun Electric Inc.
"Highly skilled and easy to work with! I’ve been working with App Solve for several years as a Salesforce partner and a software implementor of our platform - Accounting Seed. In my experiences with App Solve, they've been spot on with respect to the Accounting Seed and Salesforce value proposition and I've had countless successful project roll-outs with our mutual customers! Cheers to many more, App Solve!"
Anthony Schermer, Senior Account Executive | Accounting Seed
"App Solve is great to work with, they take the time to understand our business and how best to implement Salesforce solutions to meet our objectives. Very knowledgeable team to work with our company as we rolled out Salesforce across North America to 12 cities, implementing our entire business. It was a pleasure doing business with App Solve. Thank you."
John Chiaramonte, Senior Business Development Executive | Enwave North America LP.
"Extremely pleased. David and his team have been a dream to work with. They are very responsive and complete projects in a timely manner. They also take the time to thoroughly explain things to a novice Salesforce user. I look forward to working with David in the future!"
Sierra Hayes, Operations Manager | Dream Local Digital
"Great Group to work with. We have used App Solve a few times and they have been great to work with. They were very knowledgeable and showed a willingness to work with or organization. I will use them for future consultation."
Chris Haase, President | Environmental Products Group
"We worked with the App Solve team to implement Salesforce for our organization, including the main system architecture and setting up the data model needed for our business. They have been a true partner in getting us rolling with Salesforce and have also been of great assistance in tackling smaller projects after the implementation was largely completed."
Gregory Kennedy, Controller | Generis
"Fantastic experience working with Pattie & David. Our company recently completed the transition to Lightning with the competent, guiding hand of Pattie. This transition provided us the perfect opportunity to fix an ongoing issue that was caused by a custom-built feature. Pattie & her team took the time to clearly understand the issue and to take the proper steps to fix it. I would highly recommend App Solve to anyone looking to integrate Salesforce into their business."
Lee-Anne Golden, Managing Director | Urban Flats Toronto
"A true partner. The team at App Solve is amazing. We have truly valued their expertise and consider them a partner, helping us maximize our Salesforce experience. They have been lifesavers on more projects than I can count. We look forward to a long and productive relationship. 5 stars all around!"
Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions
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