Learn How A Global Outsourcing Provider Transformed their Business with Salesforce

The Challenges

Our client, a global outsourcing provider, encountered multiple operational challenges as they worked to streamline and unify their data across departments.

With various systems managing email marketing, lead generation, and sales processes, the company struggled to create a cohesive and efficient workflow. Integrating data from these separate systems proved difficult, leading to inefficiencies that impacted response times and limited their ability to create a seamless customer experience.

The Solution

To address these issues, Kelley Austin implemented a customized Salesforce solution to integrate the company’s various disconnected systems and automate critical tasks. Key components of the solution included:

Web-to-Lead Forms & Automated Notifications: Custom web-to-lead forms were created to capture inquiries directly from the company’s website, with automation to send immediate email notifications to relevant team members. This ensured that no lead went unnoticed, allowing the company to quickly respond to potential clients.

Email Marketing Integration with Salesforce Campaigns: Kelley Austin set up a direct integration between our client’s email marketing platform and Salesforce, allowing the marketing team to manage and track campaigns within Salesforce. This customization enabled better alignment between marketing and sales, giving both teams insight into campaign performance and lead engagement.

Einstein Activity Capture & Salesforce Inbox: To improve the sales team’s efficiency, Einstein Activity Capture was implemented, automatically syncing emails and meetings to the appropriate Salesforce records. Salesforce Inbox was also integrated, equipping the sales team with tools to manage communications within their inbox, prioritize tasks, and streamline customer interactions.

Customer Impact

With these Salesforce solutions in place, our client experienced a notable improvement in both internal efficiency and customer experience. Key benefits of this transformation included:

Enhanced Responsiveness: By capturing website inquiries in real time and notifying team members instantly, our client was able to respond to potential clients more quickly, increasing the likelihood of meaningful engagement.

Streamlined Marketing & Sales Alignment: The email marketing integration empowered the company to run targeted campaigns while tracking their effectiveness within Salesforce. This data visibility ensured that the sales team could prioritize leads based on engagement, leading to more personalized follow-ups and stronger alignment between marketing and sales efforts.

Increased Sales Team Productivity: With Einstein Activity Capture and Salesforce Inbox automating routine data entry and organizing communication, the sales team was able to focus more on building relationships and understanding customer needs. This automation streamlined workflows, enabling sales representatives to provide a smoother, more tailored experience for each client.

By consolidating their data and automating repetitive tasks, our client has transformed their operations, allowing their sales team to engage with customers more effectively and efficiently. These Salesforce solutions have not only improved internal workflows but also enhanced the overall customer experience, positioning the company for continued growth and success.

Our client’s journey illustrates how a strategic Salesforce implementation and the right partner can empower organizations to overcome data silos, improve responsiveness, and drive meaningful customer interactions in the professional services space.