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Buffalo 7

Live Agent Sales Cloud Service Cloud

Buffalo 7

Buffalo 7 are a digital design agency who specialise in turning everyday presentations (such as PowerPoint, Keynote or Prezi) into high-quality, professional slide deck. Their aim is to ‘turn the unremarkable into the incredible’. Their Service, Sales and Project teams work closely to deliver an unrivaled end-to-end design management process with high-end results.

  • Date

    November 30, 2017

  • Skills

    Sales cloud, Service Cloud, Live Agent

  • Client

    Buffalo 7

  • Tags

    ,

  • License Type:

    Enterprise

  • No. of Users:

    34

  • Length of Project:

    5 Months

Problems and Challenges

Buffalo 7 were using an alternative CRM solution (Pipedrive) for the past 5 years and a separate system to manage their projects. Up until recently, these had been fit for purpose. But in the last 12-18 months the staff headcount and turnover has almost doubled and the ability to build more advanced functionality around their CRM/Project systems has become a necessity.

Issues:

  • Multiple systems – Data replicated across several systems meaning there was no single-customer view.

  • Management Information – Very difficult to report on Sales lifecycle and forecasts.

  • Managing Communications - Unable to combine all communication channels in to one central location.

  • Manual data Entry - Double entry required from CRM to Project Management to Invoicing systems.

  • Invoicing - Inability to generate invoices from current CRM.

  • • Calendar Integration – Unable to link their google calendars in to current CRM solution.

Proposed Solutions

During on site sessions with the project team, we identified and prioritised all of Buffalo 7’s requirements. Nadcoms then documented a proposed solution and implemented the following features.

  • Case Management – Developed case functionality to allow the management of inbound enquiries.

  • Live Agent – Implemented Live Agent web chat to manage customer enquiries from the website.

  • Web-to-Case – For queries outside of business hours, Nadcoms implemented Web-to-Case forms.

  • Email-to-case – Linked the support desk’s central email box so that email enquiries can managed from SFDC.

  • Sales Process – Defined the end to end sales process and developed Leads, Accounts and contacts to manage the process.

  • Xero Integration – Implemented the Breadwinner application to integrate Xero with ‘Mission Control’ projects.

  • Salesforce Inbox – Implemented Salesforce Inbox and rolled out to the team.

  • E-signatures – Integrated DocuSign into Salesforce opportunities, creating multiple dynamic document templates with ability to pull through salesforce data.

  • Train-the-Trainer – Ran a train-the-trainer session to give Buffalo 7 the ability and tools to train all current and future users internally.

Outcomes

  • (50% Up) – Lead conversions – With cases working as a qualification area where leads are separated from enquiries, the percentage of New leads converted has increased by 50%.

  • (22% Down) – Sales Lifecycle – Through process engineering and effective automation the average end-to-end sales lifecycle time has been reduced by 22%.

  • (71% Down) – Response times – With Docusign in place, the average time to receive responses to signature requests has been reduced from 7 days to 2 days.

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