Streamlining Creative Service Requests with Salesforce: A Case Study

Client Profile:

The client is a leading creative agency that provides a wide range of services, including branding and advertising. With a growing client base and increasing service requests, the client found its existing processes inefficient, time-consuming, and prone to errors.

The Pain Point:

The client’s case creation/ service request process was entirely manual, involving email exchanges, spreadsheet tracking, and a convoluted approval workflow. This led to several pain points:

1. Lack of Visibility: The team had limited visibility into the status of ongoing requests, making it challenging to prioritize and manage workloads effectively.
2. Inefficient Collaboration: The process’s disjointed nature made it difficult for team members to collaborate and share information, leading to delays and miscommunications.
3. Excessive Administrative Overhead: The team spent significant time on administrative tasks, such as data entry and status updates, rather than focusing on creative work.

Selectiva’s Approach:

Selectiva, a leading Salesforce consulting firm, was engaged by the client to address these pain points and streamline the case creation and service request process. The Selectiva team took the following steps:

1. Requirement Gathering: Selectiva conducted in-depth interviews with the client’s team to understand the existing process, pain points, and desired outcomes.
2. Solution Design: Leveraging the Salesforce platform, Selectiva designed a custom “Creative Service Request (CSR)” application to address the client’s needs.
3. Technical Implementation: Selectiva utilized the following Salesforce technologies to build the CSR application:

   – Salesforce Lightning Platform

   – Visualforce Pages and Components

   – Apex Language

   – HTML, JavaScript/jQuery, and Twitter Bootstrap CSS Framework

The Solution:

The CSR application built by Selectiva provided the client with a centralized and streamlined platform for managing creative service requests. Key features of the solution include:

1. Intuitive Request Submission: The client’s team can easily submit new requests through a user-friendly web form with pre-populated fields and dynamic workflows.
2. Real-time Visibility: The application provides a comprehensive dashboard, allowing the client’s team to track the status of all ongoing requests and monitor key performance metrics.
3. Collaborative Workflows: The CSR application enables seamless collaboration among team members with features like task assignments, comments, and file attachments.
4. Automated Approvals: The application streamlines the approval process with configurable rules and notifications to ensure timely decision-making.
5. Reporting and Analytics: The client’s team can generate detailed reports and analytics, providing valuable insights to optimize the creative service request process.

The Impact:

The implementation of the CSR application by Selectiva has had a significant impact on the client’s operations:

– Improved Efficiency: The streamlined process has reduced the time spent on administrative tasks by 75%, allowing the team to focus on operation work.

– Enhanced Collaboration: The application’s collaborative features have improved team coordination, leading to a 60% reduction in communication-related delays.

– Increased Visibility: The real-time dashboard and reporting capabilities have improved client management visibility, enabling more informed decision-making.

– Reduced Errors: The automated workflows and pre-populated fields have minimized data entry errors, resulting in a 90% reduction in request-related issues.

Overall, the CSR application developed by Selectiva has transformed the client’s case creation and service request process, leading to significant improvements in efficiency, collaboration, and overall customer satisfaction.