Being a technology company, it was important for Symbee to have a platform that enabled them to be a sales-focused organization. They had no customer relationship management system in place and were using Microsoft Outlook and Microsoft Excel to manage their leads and customers. The Symbee team wanted to implement Salesforce to serve their customer relationship management needs:
Lead Management, and Web-to-Lead capability
Account management
Track events and Account activity
Review and maintain opportunity pipeline
Monitor sales team performance
Better organizational and reporting capabilities
Manage customer documents from pre-sales discovery through project completion
In order to ensure a successful implementation, Agency73 began the implementation process with a series of discovery calls with Symbee to understand their business processes and learn their Salesforce requirements. They were also looking for our recommendations for setting up new processes for lead management. We used our Salesforce experience and industry knowledge to set-up Symbee’s Salesforce Sales Cloud with the following customizations:
Symbee was looking to implement Salesforce Service Cloud as their primary customer service platform. They also needed a trouble ticketing system where they could create, manage, track, and report on their customer inquiries across 4 distinct support channels. They wanted to add custom metrics to monitor call resolution times. It was important for Symbee to work with a Salesforce partner who they trusted, who offered an affordable solution and would get the job done efficiently while staying with the set schedule.
Agency73’s history with Symbee played an important role in Service Cloud set-up. Since we helped them with their Sales Cloud implementation, Symbee had a great level of confidence in our consultants’ knowledge of their business processes. After additional detailed requirement gathering, we set-up Symbee’s Service Cloud with the following configuration:
Lead Management, and Web-to-Lead capability
Email to Case
Case ownership queues
Case Assignment Rules
Auto-response Rules, with custom Email Templates
Custom call resolution calculations
Executive reports and dashboards
KPI reports and dashboards to review call resolution metrics
Symbee has an app, Symbee Connect, on AWS Marketplace that extends Amazon Connect. Symbee was looking for a custom solution to integrate Symbee Connect Cloud with their Salesforce Sales Cloud.
In the absence of an out-of-the-box solution or 3rd party app to achieve the integration, Agency73 suggested using custom coding to build a solution. Our developers wrote a REST API call to enable and manage the integration.
When a client interacts with the SymbeeConnect app on AWS cloud, the API call uses logic to identify if the user is a new client or an existing client. If it’s a new client, new Account and Contact records are created in Salesforce. If it’s an existing client, then the existing Account and Contact records in Salesforce are updated, instead of creating new records. Then a custom object record is created to store the tenant details for the AWS account.