Anthony Pica discusses three customer success stories highlighting the Salesforce consulting services Internet Creations provides.

1. Anthony Pica
@anthonypica
Internet Creations
@icsfdc
Internet Creations
Salesforce Consultants & Business Technology Experts

2. Salesforce since 2004: AppExchange Apps & Salesforce Consulting Services
Service Cloud® Community Cloud®Accounting Seed for Salesforce

3. • 150,000+ support cases
per year
• Time-consuming to locate
customer information,
register their products and
process RMAs

4. Search results
Create a new
contact, case, and
register products
in one step
Quickly locate
customers in
Salesforce

5. A great customer experience starts with a great agent experience.
• Eliminated antiquated
processes and technologies
• Agents work smarter, not harder
• Customers receive faster service

6. • Rapidly growing clientele
• Manual invoicing and
collections process
• Payment authorization involves
multiple customer contacts

7. Custom email template with
account statement directly
in email body
Streamlined
invoicing and
automated
dunning process
Sales Cloud®
and
for CRM, Finance, and ERP

8. • Scalable accounting process
• Customers are pleased with
timely, consistent, and easily
accessible account statements
• Faster time-to-pay rates and
improved short term cashflow

9. • Increased demand on customer service from
growing customer base and product portfolio
• Everyone expects self-service resources
• Customers want to collaborate and share code snippets

10. Encourage people
to search before
contacting support
Start a new
discussion and get
help from the
community

11. Collect data on articles,
discussion, community
ideas, and engagement

12. • Customers are empowered to get help
fast, collaborate, and crowdsource
knowledge
• Improved analytics lead to
better content and engagement
• Reduced burden on support agents

13. Thank you