The client is a leading US based payment processing organization that provides customized electronic payment processing, equipment, merchant services and support for North American companies. 

Challenge

With rapid growth, companies must address customer needs on an ongoing basis. Furthermore, with different processes and modules in place and millions of records changing on a daily basis, this particular company’s sales team could not monitor or assess the business’ key relationships with its clients. Sales and marketing teams didn’t have complete information about the company’s customers, which then resulted in a negative customer experience.

Additionally, the sales team wanted to ensure there was a way to connect to client applications through Salesforce. Business unit leaders were aware that consolidating, automating and interfacing some tasks within Salesforce would improve visibility, reporting and servicing of their customers, so the company needed a user-friendly solution for sales reps. This way, it would be seamless for the company to integrate the new platform into its existing Salesforce CRM application.

Solution

Orion worked with the company in developing a process automation solution. After determining that Salesforce products were the best way to go, Orion built a custom Salesforce application for the company. Sales Cloud, Service Cloud, Marketing Cloud and Chatter were all built into this application, which helped provide full visibility into the company’s products, services inventory and order processing. Therefore, users were able to: 

  • Track and manage Partners (Bank, Call Centers etc.), Customers (Equipment users), Residuals (pricing data), Products etc. through personal inventory captured in Salesforce 
  • Claim the tickets associated with their account by just a single click upon arrival 
  • Identify opportunities and make deals without re-keying information 

Impact

  • Increased order processing speed 
  • Increased productivity by reducing the time needed to generate reports and consolidate data 
  • Delivered a positive customer experience through better customer support 
  • Enabled targeted marketing activities 
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