A leading ed-tech company optimised their salesforce for sales, support and order management processes.
A leading ed-tech company optimised their salesforce for sales, support and order management processes.
Development services

Problems:

  • Challenges in enabling the sales team to select products and customise quotes without depending on a centralised team
  • Increase in cost of support to end-users, and they were looking for self-service to deflect calls.
  • Errors in orders and subscriptions being synced between Oracle ERP and Salesforce.

Solutions:

  • Lister created a custom service order form (SOF) tool for resellers, with a customised product, pricing and terms that enabled the sales users to create quote documents easily and send it to customers.
  • We built a custom client support portal on Force.com sites for interactive support to customers via live chat capabilities and web-to-case functions. We can also use this to respond to product-specific articles and FAQs.
  • We integrated Salesforce with Oracle ERP to automate the creation of orders in ERP and assets in Salesforce. We also installed an error handling mechanism for sync between two systems, to ensure accuracy.

Outcomes:

  • The improved speed with which customers were responded to, with quotes. This, in turn, led to higher conversions
  • We reduced the overall cost of support by call-deflection, and self-service, which in turn resulted in improved CSAT
  • Order accuracy between Salesforce and ERP improved, enabling more-accurate revenue forecast
Testimonial

Lister team has been working with Edmunds for two and half years. Lister team specializes in salesforce. We work as a partnership with them where we discuss the current issues, and they provide guidance and suggestions whenever needed.

Project Manager Leading Auto Internet company

“We have worked with multiple Developers and SF Admins of the Lister group over the course of 3 years on multiple SFDC implementations and have always had very positive experiences.

GTM Stack Director, Tricentis
IT Director, A leading online learning company, USA.

"Lister did a terrific job at identifying, troubleshooting and fixing problems from the time we implemented Salesforce. All my original apprehensions about how quickly they'd be able to take over custom code and configurations and start to make an impact have been put to rest.

IT Director, A leading online learning company, USA.
AVP, Business Applications, Leading Communications Software company

“Lister did a great job in launching a partner community project that was complex to roll out to thousands of partner communities, which led to a spike in our revenue pipeline. Lister team has the best of technical talent who understand our business requirements well and come up with innovative, scalable design solutions to ensure the highest level of quality is met during rollout.

AVP, Business Applications, Leading Communications Software company
Executive Director, Edmunds Inc.

“Hi team, huge thanks to each one of you for your commitment and hard work. I really appreciate all your efforts in this and keeping sane during tough times.”

 

Executive Director, Edmunds Inc.
Head IT, A Leading Eyecare company based at APAC

“Over these years, I have learnt to rely heavily on Lister for a lot many things that made our CoEs and South East Asia Countries successful. You have always wholeheartedly supported me at all times…, I would like to take a pause and Thank You for the countless things you have done for my company and me.”

 

Head IT, A Leading Eyecare company based at APAC
IT Director, Enterprise Cloud Data Provider, USA

“We were impressed by Lister with their speed of ramp-up and taking over the project from the earlier vendor. I see a good start by looking at your data on the performance of the teams, and we expect you to maintain this performance going forward.”

IT Director, Enterprise Cloud Data Provider, USA