The customer isn’t king anymore; the customer is a dictator.
– Gerry McGovern
It’s no secret that the expectations of customers have changed. They are not just demanding, but rather far more informed and engaged with brands and businesses than ever before.
Give your customers a frictionless experience, and they’ll be loyal, purchase more, and share their stellar experience with friends. Great. That’s what every company strives for. While customer experience can include a lot of elements, in the end, it is about the perception the customer has of your organization. Convenience. Speed. Consistency. And last but not least: human touch, which is all about forming real connections, harnessing the power of technology, and giving employees what they need to create the next-level customer experience.
The expectations for good customer experiences are soaring and are likely to skyrocket further. According to a Salesforce report, 90% of business buyers believe that the experience an organization offers is as important as its products and services.
This could be one of the reasons why companies are leveraging data integrations to break down data silos and create customer experiences driven by new customer insights.
In this blog, you’ll meet and learn about other businesses that leverage data integration to create exceptional customer experiences. Read on to discover more.
Create a single source of truth for all data
A leader in revenue lifecycle management software combined forces through a merger with another prominent quote-to-cash company. To maximize the full benefits of the M&A and offer a seamless customer experience, it was critical to unify the sales, marketing, services, partner, & customer community business processes and systems of both firms.
Today, the client has successfully built a single view of its migrated 23 M records, 290 M data points, and +100 GB of data. It is able to give the customers what they truly value—prompt support just when it’s needed most.
As a full-solution Systems Integration Partner for Salesforce, Forsys designed an integration methodology for the client where all the multiple instances of Sales Cloud, Service Cloud, Marketing Cloud, and Customer and Partner Portals for both companies were integrated using FloData Salesforce Data Merger, which offered a framework for data migration and consolidation, provided insights into metadata, and automated the data migration and reconciliation flow.
To learn about it in detail, read their story here.
Integrate sales and service under a single umbrella
For a global data storage client, maintenance, scalability, and user experience were the major issues with the current customer community business. Forsys helped the client align and streamline all of its operations by undertaking a broad transformation of its front office operations.
The integration of sales and service under a single umbrella helped the global data storage company enhance the customer experience by removing collaboration roadblocks, leveraging Salesforce Service Cloud and Community Cloud.
To learn about it in detail, read their story here.
Reduce data silos
One of the largest solar panel manufacturers in North America wanted to remove the data silos and standardize its business processes across various geographic locations like France, North America, Belgium, and Italy to improve the customer experience.
According to the client, data integration has been critical to its success. With a customized SFDC to capture homeowner site information, electricity usage, and cost of energy for customers across segments, data silos were removed and delivered an outstanding customer experience.
The client integrated Salesforce CRM with its existing on‐premise and cloud applications, which helped unify sales operations, improve customer relations, and support business growth. Salesforce integration helped the client tie their data together to make smarter decisions.
To learn about it in detail, read their story here.
Streamline sales and revenue processes
A global media-tech customer was manually managing revenue and quote processes and was struggling with inconsistent discounting processes, untracked approvals, time, and labor. It was facing a tough time uniting sales efforts due to disjointed Quote-to-Cash processes, tools, and data sources.
The client sees the recent implementation of Salesforce CPQ & Billing as a fantastic customer experience opportunity for the company. Reason? The CPQ deployment helped shorten the sales cycles, increase conversions, and offered complete visibility into all the customer’s channels and deliveries.
The client sees the recent implementation of Salesforce CPQ & Billing as a fantastic customer experience opportunity for the company. Reason? The CPQ deployment helped shorten the sales cycles, increase conversions, and offered complete visibility into all the customer’s channels and deliveries.
To learn about it in detail, read their story here.
Remove the organizational silos
A premier public university is home to around 10,000 undergraduates and postgraduates across its 11 campuses. The internal processes were in poor shape because the university lacked an effective way to manage student prospects, general inquiries, and applicants. Also, the admission processes across the 11 campuses were not transparent, and too often schools would send irrelevant information to the same students/prospects.
Soon after implementing Salesforce CRM and integrating it with Oracle ERP & College NetSystems, data is flowing freely in all areas, and the client is able to track everything in one place.
To learn about it in detail, read their story here
Conclusion
Building a data-driven business is a good starting point. Organizations that focus on unifying data have higher chances of delivering better customer experiences and leaving the competition behind. Integrating data helps to simplify and automate mission-critical processes and empower customers and employees. So, if you want to follow in our clients’ footsteps and see the impact of data integration on your business, connect with us to learn how we can help you unleash the maximum potential of data to offer outstanding customer experiences.