Project Description

SalesForce customer portal allows customers to check their service details, review documents and update their information directly into CRM. All updates are real-time no matter where you do the change. Each user has its own login and password. There are times when the same contact is present in multiple accounts in SalesForce. Such users have access to multiple accounts within one customer portal profile. Admin has full control over access to the portal. There are all sorts of reports that are available to track customer interaction. For instance, a number of logins, registration date, last login time, login count, etc.

How it works

SalesForce Customer’s portal is a standalone application that works bi-directionally with CRM. By leveraging apex triggers we are able to push information into portal’s database. In other words, updated information immediately displayed within the account.

We used a bootstrap template to produce user interface. Therefore, we can ensure that the page is user-friendly no matter what device is used. On the other end, any update from portal goes straight into SalesForce via a custom made connector.

A user also has different contact tools within the portal which will appear as cases in Salesforce. To ensure data quality, we’ve set some validation rules on both ends.

Results & Big Wins

A client was able to save time on a phone that was used to spend on sending reports and other PDFs. Customers are now having quick access to their documents and account information. They are also able to interact with customer service within the portal. All conversations are now in one place. This allows to run reports and have a better vision over the customer service department. The sales team can add this feature to the company’s portfolio when getting new customers. The solution itself is way cheaper than SalesForce Communities.

Project Description

SalesForce ecosystem has a relatively low entry level, which means lots of things can be set by non-certified users. As the company grows, more and more processes are added. It may become an even bigger problem if multiple users are making changes to the back end. On average it takes about two years to clog the CRM. Like stated above, Salesforce is very user-friendly but it is still a database.

Our client had an ongoing issue with data in their Salesforce org. They were having lots of unnecessary fields, validation rules and annoying email notifications for every cause.

For that reason, we came up with checklist & action items:

Audit Existing Fields (Standard & Custom Objects)

• Field Usage Report: We’ve built a report to display field usage per object. By seeing usage percentage – department heads were able to quickly identify what can be deleted.
• Lookup Fields: We had to ensure that objects are related correctly. Sometimes native relations are replaced with custom lookups. Ex: There is a standard lookup field on Order to Opportunity that is replaced by custom lookup field.
• Field Types: Sometimes a field that supposed to be a currency is a number type. Or number field is actually a text field type. We’ve resolved all the above.
• Page Layouts: After determining fields that are needed, everything else is removed from page layouts. After a certain time, unused fields are erased.