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Using Salesforce Communities to Drive Efficiencies and Reduce Costs Through Increased Collaboration

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There are very few companies that aren’t looking to lower their costs, enhance their operational efficiency and improve revenue performance. Connecting the dots in your ecosystem ─people and …

There are very few companies that aren’t looking to lower their costs, enhance their operational efficiency and improve revenue performance. Connecting the dots in your ecosystem ─people and processes─ is vital to accomplishing these objectives.

Learn how one of our clients is engaging and supporting their clients with the power of Salesforce Communities.

You’ll learn how to:

Create an interactive community home page.

Use Chatter and collaboration with customers in a community.

Connect customers to the product management & development cycle.

Support complex case access and sharing controls.

Develop engaging UX/UI with CSS and Visualforce.

In this slideshare, our client, MedAssets, will tell the story of how they have improved the quality and effectiveness in healthcare with Salesforce Communities.

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  • 1. Salesforce Communities Webinar Drive Efficiencies and Reduce Costs through Increased Collaboration June 17, 2014 facebook.com/perficient twitter.com/Perficientlinkedin.com/company/perficient
  • 2. Speakers Dustin Johnson Senior Director, Business Solutions Brendan Callum Service Cloud & Communities Architect Perficient
  • 3. • Founded in 1997 • Public, NASDAQ: PRFT • Major market locations throughout North America • Global delivery centers in China, Europe and India • >2,100 colleagues • Dedicated solution practices • ~85% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards Perficient Profile
  • 4. • More than 450 customers │ Completed ~ 3,000 Salesforce engagements • Expertise: Sales and Service Clouds, Chatter, Portals, Communities, Mobile and Custom Development on Salesforce Platforms • Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail • One of the highest Salesforce.com customer satisfaction ratings: 9.4 out of 10! Salesforce Practice
  • 5. Practice Overview • Service & support communities • Multi-channel support • Knowledge & self-service • Live chat • Mobile/embedded support • Zendesk/RightNow migrations • Complex community sharing models Our Current Focus A Few of our Successes Communities & Service Cloud Practice
  • 6. Agenda •MedAssets & Salesforce •Objectives of Client Community Portal •Community Functionality •Highlights of Deployment •Lessons Learned •Q&A
  • 7. MedAssets & Salesforce • Deployed in 2011 • 1,600 Unlimited Edition • Sales, Service, Marketing Clouds • Custom Application Development • Prior Customer Portal was on the Salesforce • Authenticated sites platform and was primarily only for support cases
  • 8. Client Community Portal Objectives • Support entire customer lifecycle • Accommodate all products/services • Increase self-service support resources • Build a secure customer community
  • 9. Approach • Use out-of-the box functionality as much as possible – Profile – People – Files – Groups • Maintain corporate brand • Team effort – Client support – Account management – Product management – Corporate & segment marketing – Client training product implementations – IT
  • 10. Home Page • Open support case • Call to action widgets • Central “My Feed” • “My Project” – product implementations
  • 11. 1. Define projects related to program 2. Upload files 3. Manual share access to customers Program Implementation Setup
  • 12. Program Implementation Site • Project team collaboration • Status of individual projects • Integrated Chatter files with document related list
  • 13. Product Ideas • Built on top of free AppExchange App “Ideas Widget Library” • Topics = product families • Idea themes - beta
  • 14. Products News Landing Page • Open to entire community • Rich-text field • Events widget • “My Products” pages controlled by account “live” assets
  • 15. Product Page • Rich-text field • Events widgets • Document widget • Product specific collaboration
  • 16. Deployment • Customer Communication – Two minute marketing video http://communities.medassets.com – Email communication (pre and post) – Customer conference & regional user group meetings • Metrics & Measurement – Dashboard • Logins • Questions • Ideas • Most active users – Google Analytics • Browsers/screen size • Page flow • Average session time / # of pages in session • Which pages being viewed • Tip: Remember to filter out your domain/IP Addresses to not artificially inflate numbers by employees – In the future Chatter Analytics
  • 17. Lessons Learned • Test data queries in full sandbox (full data set) • Change management for employees – What goes between internal org versus community • Nurturing a community is harder then deploying the technology
  • 18. Enter in Chat Window
  • 19. Thank You! For more information email us at sales@perficient.com