All posts by : Jilani Sheikh

Introduction:

In this case study, we will explore how a Waste Management Company utilized Salesforce’s Reporting feature to streamline their Waste Management processes, improve efficiency, to reduce environmental impact. The company sought to leverage data-driven insights through intelligent reporting to optimize their waste collection and disposal operations.

Client Background:

Client is a global Waste Management company headquartered in Dubai with operations across India, Middle East and Africa. They specialize in handling waste collection and disposal for residential, commercial, and industrial clients. With a diverse client base, they faced challenges in understanding the efficiency of their operational outputs. This was a major roadblock hindering them from showcasing their contribution to environmental damage reduction. They were devoid of necessary insights required to improvise their current operations.

Objective:

Client aimed to enhance their Waste Management practices using data insights about their Process outputs. The primary objective was to:

• Optimize Waste Collection Operations: Utilize data insights to optimize waste collection routes for efficiency and reduce fuel consumption and carbon emissions.
• Compliance Monitoring: Ensure compliance with environmental regulations and track key performance indicators related to waste management.

Solution:

• ECS Salesforce experts built custom Intelligent Reports on Salesforce using Dynamic Search feature to collect, aggregate, and analyze data from various sources, including global reports, customer feedback, and historical waste management records. These reports helped in:
  • Waste Management Analysis: Data-driven reports that indicate the volume of waste collected and automatically calculate the corresponding credits to be awarded to client based on the Waste Resell value. These credits help to evaluate their clients w.r.t their contribution towards waste management.
  • Environmental Impact Analysis: Advanced reports that fetch waste conversion related data dynamically and automatically indicate the impact on environment damage control. For eg: 1000 tonnes of waste collected would be equivalent to 100 trees saved, based on global data factors / indicators related to waste resell, recycling factors, carbon emission etc.
• Customized Dashboards: We also created customized Dashboards within Salesforce that provide key stakeholders with real-time insights into the Company’s waste collection performance and compliance metrics.
• Enhanced File Sharing: We have enabled reports to be generated and exported in pdf format for easier collaboration and sharing within the team and stakeholders.

Results:

• Increased Operational Efficiency: The implementation of Intelligent Reporting has helped to derive deep insights about the operational outputs with better turnaround time.
• Enhanced Compliance Tracking: By leveraging intelligent reporting, the company could closely monitor compliance with environmental regulations, ensuring timely disposal of waste and adherence to legal requirements.
• Data-Driven Decision Making: The availability of real-time data and comprehensive reports empowered the management team to make informed decisions, leading to continuous process improvements.

Conclusion:

The Client successfully optimized their Waste Management processes using insights derived from Intelligent reporting and dynamic search feature implemented by ECS Salesforce team. By leveraging real-time data insights, the company achieved significant operational efficiencies and environmental benefits. This also provided a robust foundation for Data-driven Decision-making, leading to continuous improvements in their waste management practices and thus reinforcing their commitment to Sustainability and Environmental Responsibility.

Client Background and Problem Synopsis:

This case study is a brief business case that showcases how a prominent real estate company based in UAE enhanced their point-of-sale Sales process with the help of Salesforce and Custom app building expertise. Client is a renowned Real-estate company with a large portfolio of residential and commercial properties. They faced challenges with their existing sales processes, which were manual and time-consuming, leading to delays in property transactions and limited insights into customer preferences. To address these issues and enhance their sales operations, Client sought a customized solution that would streamline their point of sales (POS) processes and also provide real-time data analytics.

Client Goals:

• Develop a Salesforce-based custom POS app tailored to the unique needs of a real estate company to capture Expression of Interest (EOI) from its clients.
• Automate and streamline the property sales process to reduce transaction times and increase efficiency.
• Enhance customer experience through personalized interactions and real-time property availability updates.
• Gain deeper insights into customer preferences and sales performance through advanced analytics and reporting.

Solution:

Requirement Gathering and Analysis: Our team of Salesforce experts collaborated closely with Client’s sales and management teams to understand their existing sales processes, pain points, and desired outcomes. The requirements were documented, analysed, and transformed into a comprehensive solution blueprint.

Custom POS App Development: Leveraging Salesforce’s powerful platform, we designed and developed a custom POS app tailored to the real estate industry’s unique requirements. The app included custom objects and fields to manage property listings, capture customer EOI and contact details and transactions. It also featured workflows and automation to streamline the sales process.

Property Listings Integration: To provide real-time updates on property availability, we integrated the app with Client’s property listings database. This ensured that the sales team always had access to the latest property information during customer interactions and provide personalized property recommendations.

Real Time Transaction Updates: The app was equipped with features to capture customer i.e Contact details, chosen property details, payment transactions etc. This enabled sales agents to capture the complete transaction details that need to be fed onto Salesforce portal. They were able to update leads and customers on a real-time basis directly from the field without having to access the Salesforce portal.

Streamline Order Processing using Workflows: We also developed workflows and integrations that will push the data from the Salesforce portal to Oracle EBS portal, fetch required approvals, and finally push the data onto their Inventory database to complete the property purchase. So, we were able to complete an end-to-end order transaction seamlessly from within the portal.

Advanced Analytics and Reporting: We implemented customized reporting and analytics dashboards, providing Client with insights into sales performance, customer trends, and agent productivity. These data-driven insights helped make informed business decisions and strategize effectively.

User Training and Adoption: To ensure a smooth transition, we conducted extensive training sessions for the Sales team. The training covered App Navigation, Data Entry, and how to leverage analytics to improve sales performance.

Tools and Technologies Used:

• Salesforce Sales Cloud; and Native Integration
• Oracle EBS – Receivables, Order Management and Property Management

 Results:

Streamlined Sales Process:

The custom POS app reduced transaction times, eliminated manual paperwork, and streamlined the property sales process, resulting in increased operational efficiency and reduced delays.

Enhanced Customer Experience:

Personalized interactions based on customer preferences improved customer satisfaction and strengthened customer-agent relationships.

Real-time Property Availability Updates:

The integration of property listings with the app ensured that the sales team had up-to-date information during customer interactions, leading to more accurate and timely property recommendations.

Data-driven Decision Making:

The advanced analytics and reporting dashboards provided valuable insights into customer preferences, sales trends, and agent performance, empowering management to make data-driven decisions.

Conclusion:

By leveraging Salesforce’s robust platform and our expertise in custom app development, Client successfully implemented a tailored Point of Sales solution that streamlined their Sales operations, enhanced customer experience, and provided real-time insights into sales performance. The customized Application enabled them to stay ahead in the competitive real estate market, improving sales efficiency, and driving business growth.

Introduction:

In this case study, we will explore how a dynamic exception-based workflow implemented on the Salesforce platform revolutionized the operations of a real estate company. The company’s goal was to optimize its sales and customer service processes, streamline lead management, and improve overall efficiency. The Salesforce dynamic exception-based workflow provided a flexible and automated solution to meet these objectives.

Client Profile:

The client is a reputable real estate company operating in UAE. With a large client base across GCC and diverse property listings, the company faced challenges in effectively managing leads, tracking sales progress, and providing exceptional customer service.

Challenges:

Exception handling: With varied customer profiles, client was unable to manage exceptional scenarios for select customers as this would require exceptional approvals that were not feasible with the standard workflows configured on Salesforce portal.

For instance, Customer X is purchasing a third property and he is requesting for a deviation in the payment schedule as he has followed the regular schedule and made prompt payments for the previous two purchases. Given the customer’s track record, Sales agent is trying to get an exceptional approval from the Finance team and higher ups in order to keep his customer satisfied. But Salesforce portal supports the standard approval workflow and is unable to facilitate such an exceptional scenario. This becomes extremely difficult for Sales agent to get the required approvals and keep his loyal customer happy.

Solution: Salesforce Dynamic Exception-Based Workflow

Streamlined Exception Handling:

Our Salesforce team built a custom dynamic workflow using the data-driven approach to consider real-time scenarios and run the approvals with relevant stakeholders. It is defined with approvers for each scenario and is intelligently configured to fetch the customer data that is required for validation and approval. If a customer transaction falls outside the usual scope, the Sales agent will have the facility to trigger the dynamic exception-based workflow, which will automatically route the approval depending on the Customer profile / type of property purchased.

Benefits:

Improved Customer Experience: The dynamic exception-based workflow allowed for reducing response time, improving customer satisfaction and thus increasing conversion rates.

Enhanced Sales Efficiency: This enabled automation of sales progress tracking, enabling better visibility into the process and reducing the chances of deals falling through the cracks.

1 Sample Exception Handling Workflow in Salesforce

Results:

After implementing the Salesforce dynamic exception-based workflow, the Client experienced significant improvements in its sales processes and customer feedback. The lead conversion rate increased by 20%, and the sales cycle duration decreased by 15%. Additionally, customer satisfaction scores rose by 25%, showcasing the positive impact of the streamlined workflows.

Conclusion:

By leveraging Salesforce’s dynamic exception-based workflow, this real estate company achieved substantial gains in efficiency, productivity, and customer satisfaction. The tailored solution effectively addressed the unique challenges faced by the company, setting a precedent for leveraging Salesforce’s capabilities in other areas of their business.