Salesforce case studies - PwC

1 PwC Salesforce case studies PwC. End to end process digitisation for call Location: centres, stores, partner Melbourne, VIC. organisations and sales teams Industry: Telecommunications Telecommunications Company B2B & B2C Salesforce Implementation What's the problem? What we did How did it do? The client sought to digitalise PwC created a transformational roadmap to The solution delivered an improved their end to end processes across maximise their Salesforce investment, ensure uptake of Salesforce , resulting in better both their B2B and B3C security, and meet organisational compliance data quality and improved business businesses Strong business engagement by the architecture team insights Our client has chosen Salesforce as with the business to ensure that the solution removed Improved communications between sales.

2 Their primary business support tool key pain points for the organisation and took advantage legal and customer onboarding teams for customer facing staff in their of the capabilities included with Salesforce Sales and Better sales pipeline information being call centres, stores, partner Service Cloud licenses entered in the system and improved organisations and sales teams Integration and security approach determined by the communications between Sales, Legal and There are a number of Salesforce Architecture team for the existing marketing customer onboarding teams projects at the client with a key automation and data warehouse solutions Reduction in complexity for the complaint unifying theme of improving Facilitation of workshops to determine the enhanced management team allowing them to focus on customer centricity.

3 Speed to value Sales Pipeline and Opportunity management process resolving the customer's issue through and productivity through including contract management improved automation and less re-keying digitisation Design of a new complaints and compensation The solution was delivered to meet the management solution utilising Service Cloud Email to client's security standards and ensure case and SLA management functionality structural separation was preserved Formal engagement with the client's architecture De-risk contract management process by council, security and privacy teams to ensure better understanding the contractual compliance of the solution to organisational policies, obligations across a portfolio of customers directives and guidelines PwC 2.

4 Creating a central repository, for all Location: customers and Melbourne, VIC. prospects for a leading Australian food Industry: manufacturer Food manufacturing Food and Agribusiness Company Single View of Customer What's the problem? What we did How did it do? The client needed to create a central PwC took a broad view of the engagement PwC delivered a quality CRM. repository for customers and leads, to meeting with global technology leadership implementation, 100% on time and on provide visibility of all customers being and established the guiding principle of budget managed between multiple business units no customization', which meant PwC had All info in one place (one source of truth), and Creation of a frictionless communications to be innovative in crafting the solution proactive customer service tool to take customer communications from a Over a three month period PwC used an agile Data management & delivery of instant blend of emails, excel sheets, and post-it approach to deliver on two key themes.

5 Insights and recommendations notes and facilitate sharing of IP across the Remediation of the existing Salesforce Salesforce dashboards for home pages for business units platform & Creation of the Retail CRM different profiles Creation of a single view of information solution Integration with Office 365 for calendar across business units to streamline and Remediation of the existing Salesforce Org access measure sales was necessary as several different suppliers Intelligently captures customer emails &. Provide a collaboration tool for teams to had conducted changes on the platform. communication with less email and phone share ideas, wins and opportunities with each PwC's commitment to quality meant bringing queries other outside of their geography the code back up to standard and establishing Simplifies repetitive tasks & improved Uplift the process for Sales teams to an acceptable level of controls and procedures collaboration between departments collaborate, share ideas and work with the over environments Assists with aligning KPI's & Supports Brand teams PwC's agile team used a blend of onshore and business continuity planning offshore team members to deliver the functionality for the Retail CRM project in several sprints PwC 3.

6 Implementing a customer community Location: Melbourne, VIC. and knowledge base to enable self service for a leading university Industry: Higher education Public University Online Community What's the problem? What we did How did it do? The client needed to source a better way PwC proposed a solution that not only The solution provided increased of engaging and interacting with their enabled self service, but also leveraged processing efficiency and customer customer and enabling self service their existing Salesforce Service Cloud engagement through a revamped capabilities investment knowledge platform and enhanced user To implement a central repository for staff to PwC provided strong business engagement interface access customer enquiries with the client to ensure that the solution The retirement of obsolete products and a To replatform the legacy knowledge removed key pain points for the organisation streamlined service to cut unnecessary costs management system and transition to and took advantage of the capabilities Engagement with a larger audience segment Salesforce to utilise new technology.

7 And included with Salesforce through the addition of self serve options and retire older, obsolete products Utilised declarative programming as much as the ability to ask questions Enable customers to self serve, as well as possible to provide succinctness and improve Uplift in staff efficiency by providing a 360. raised questions readability and usability view of the customers, and their enquiries, all Enable the ability for specific internal teams Lightning components were used where in the one platform to process enquiries containing sensitive possible to enhance the user interface Overall we provided an engaging customer security information interface platform which enhanced usage frequencies and customer experience PwC 4. Migration existing Sales Cloud to a Not- Location: for-profit instance, and Sydney, NSW.

8 Replacement of Campaign Monitor with Industry: Marketing Cloud Health services Health and Dietary Service Provider NFP Sales & Marketing Automation What's the problem? What we did How did it do? The client needed to migrate to a PwC worked with the client to develop a The solution delivered fully functioning Salesforce Not-for-profit instance, and collaborative engagement where a local Sales Cloud instance, fit for purpose, with have a solution to cope with their team worked together with the client to integration to Marketing Cloud increasing volume of website call requests deliver a solution using Sales and The local team worked onsite, using a The client's current Sales Cloud instance was Marketing Cloud collaborative team approach, which aligned not fit for purpose.

9 There was a requirement to Delivery of a configured Salesforce not-for- with client goals and the way their company transition to a new not-for-profit instance of profit instance preferred to engage with providers Salesforce Sales Cloud Migration from an existing Sales Cloud onto The new Salesforce instance aligned with Call requests from their website were the new not-for-profit instance business processes, and the transition to increasing to an unmanageable level for sales Delivery of Marketing Cloud, and migration lightning gave the sales team renewed staff to call, and volume was anticipated to of content from legacy marketing automation engagement with Salesforce grow exponentially system Automated nurture journeys engaged leads Marketing Cloud Connect generated from their website (web-to-lead).

10 Automated lead nurture journeys, via Journey and from Facebook lead forms (Lead Capture Builder and web-to-lead for Salesforce ). Contract generation, via S-Docs Integration to Facebook lead forms, via Lead Capture for Salesforce PwC 5. Marketing cloud pilot, followed by a Sales Location: Cloud implementation, Brisbane, QLD. Marketing Cloud Connect and Mobile Industry: Connect Private clients Property Depreciation Company Automated Lead & Job Management What's the problem? What we did How did it do? The client required a new CRM to fit their PwC created a roadmap of release phases, The implementation of Sales and growing business needs, however were targeting the client's biggest pain points Marketing Cloud created a single view of hesitant after a series of unsuccessful first, to create incremental value and the customer and allowed the client to custom CRM implementations ensure they were comfortable with the scale their business The client is a leading provider of tax platform Single view of the customer, with all job and depreciation schedules.