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Reimagine Customer Experience with Salesforce Implementation

Customer Experience Transformation

February 11, 2022

In one of its analyses, Gartner quotes, “The CRM sales software market grew by 10.9% to register an overall revenue of $17.5 billion in 2020. Sales growth slowed from 13.7% due to working from home in the selling environment and an accelerating shift to digital channels and digital commerce in 2020.”

The Stellar Force Behind a Thriving Business

In today’s digital world, customer expectations have changed dramatically. To keep up with this demand for quick responses and instant gratification from customers, many companies are reinventing themselves. As technology evolves, so do our needs  forcing businesses to innovate more than ever as customers increasingly want differentiating services. This demanding and continuously shifting ecosystem is creating more challenges for the CXOs who are already battling the responsibilities to increase revenues and decrease costs. This has resulted in more focused strategies on customer acquisition and retention through optimized Customer Engagement.

The One for All and All for One tool

Customer Engagement Strategy is an essential component in the arsenal of any company seeking to improve their profitability and improve business relationships with customers. The aim? To provide businesses with data on existing customer touchpoints, which can be used for better product, service and retention tactics – like cross-selling or upselling products more effectively. And let’s face it, we are all aware of the potential of technology, especially when it is driven towards increased profits and provides data about each customer’s touchpoints enabling improved services, cross-selling and customer retention.

This is where Salesforce, the cloud computing service that allows you to customize your bespoke solution, plays a crucial role. It is a well-known fact that Salesforce can integrate with external applications or create one completely from scratch, which will perfectly serve the needs of any business and the advantages of Salesforce customer experience and engagement are also widely regarded. It can be seamlessly integrated while allowing users maximum flexibility to customize their own apps. Salesforce has many benefits that make your business more efficient and effective at managing everything – from customers to inventory levels with ease and its flexible nature makes using this system easy for a broader range of users.

Salesforce benefits for broader range of users
Salesforce benefits for broader range of users

Seek guidance from one who is a master

Salesforce implementation can be overwhelming if you don’t have the skilled expertise, the time to dedicate all of your attention, and the technical know-how. Implementing Salesforce requires absolute dedication to prevent data loss during transition periods. To get the most out of your Salesforce investment, it’s important to have an expert friend and guide; a knowledgeable partner with experience in this domain and industry best practices who will be able to dive into what needs to be done from start-to-finish while integrating new technology seamlessly into the existing processes. The right Salesforce implementation partner can go a long way in helping you through your digital transformation.

Selecting an experienced, long-term and cost-efficient Salesforce consulting partner who has relevant industry experience is crucial to your success. Narrowing down on the perfect Salesforce partner might seem daunting at first glance, considering the variety of options available in the market today. Be sure to select one with dependable credibility and experience, who can withstand changing business requirements, improve your current process and provide end-to-end architectural guidance for a successful implementation. The potential partner should have a pool of certified professionals and be flexible regarding the scalability of workloads  based on your business requirements while ensuring optimal efficiency during implementation. An integral part of extending an end-to-end plan is future-proofing your business against challenges that may possibly emerge.

To summarize it, all you need is complete business transformation with an experienced Salesforce partner like Hexaware, who has completed numerous successful Salesforce implementations in agreed timelines on various engagement models over time.

Hexaware, the perfect partner for Salesforce Implementation

At Hexaware, our capabilities are built on a strong foundation of experience and we are well-equipped to handle any industry or scale. From providing value-driven solutions that exceed expectations in services ranging from innovative customer service functionality to increased sales capabilities and AI Analytics, we help strategize an effective deployment strategy tailored specifically for you. We are one of the fastest growing Salesforce partners and have made a significant investment in building our Salesforce Practice and augmenting Salesforce customer experience. We have rapidly grown in every facet of our practice and take pride in having transformed our customers’ business by delivering value every day through our services, ranging from industry-focused solutions and innovative customer service functionality to increased sales capabilities and AI Analytics. We believe that our customers’ appreciation is our greatest reward!

our Focus Clouds
our Focus Clouds

Hexaware Named a Leader in the ISG Provider Lens™ Salesforce Ecosystem Partners US 2021 Quadrant Report

Our Differentiating Salesforce Strategy and Implementation

The Hexaware team brings over 18+ years of strong CRM domain experience across industries. Our highly satisfied customer pool includes a diversified set of Fortune 500, mid-sized and fast-growing companies providing repeat business up to 90%. ISG has named Hexaware a ‘Leader in Implementation Services for Core Cloud’ in their ISG Provider Lens™  Quadrant Report for 2021.

Hexaware is a Salesforce Partner with 10 years of experience and over 400 certified consultants servicing over 40+ active Salesforce engagements. Our Salesforce offering footprint spans multiple industries such as Healthcare, Insurance, Travel and Transportation, Banking and Capital Markets, Energy and Utilities, Education, Media, and Entertainment across the globe. Hexaware’s comprehensive Salesforce services portfolio covers the full spectrum from Digital Consulting and advisory, Application Transformation, Implementation services to Managed services providing business value adds to our esteemed customers mentioned below.

Hexaware holds 16 Salesforce navigator badges, including expert certifications in Sales Cloud, Service Cloud, Experience Cloud, and Customer 360 Platform. We also heavily focus on specific product clouds like Sales Cloud, Service Cloud, Revenue Cloud, Communities, Integration (MuleSoft, ESB, P2P), Salesforce platform and more. Hexaware holds an overall CSAT of 4.9/5 for its Salesforce projects. Hexaware is also a proud Pledge 1% Program member of Salesforce. Some of our key capabilities and achievements are

Hexaware actively contributes to the AppExchange community and does have BOLT solution and LWC and Aura components for clients.

  1. Prebuilt lightning bolt solutions for Experience Cloud
  2. Lightning components for dynamic lightning theme to provide rich user experience, Lightning Files and Multiple data lookup
  3. AppExchange industry solutions built on Salesforce for Patient Engagement – Carrot Cube, E-diary
  4. Rich experiences in leveraging platform capabilities delivering AppExchange products such as Korn Ferry’s Perform and Korn Ferry’s Sell

HexSprightly – Our Hybrid agile implementation methodology is time-tested to deliver a successful implementation. Our key to success is the well-defined methodology with entry and exit criteria defined for each phase and the right engagement at the right time from stakeholders. Our methodology consists of Pre-Engagement, Discovery, Design, Iterative Build and Test, Training and User Acceptance Testing, Go-Live & Warranty.

6 step

6 step

Salesforce Consulting Framework

At Hexaware, we believe that relationships are founded on trust and understanding. That is why our industry-focused solutions help you stay ahead of the competition by keeping up with rapid market changes while protecting your intellectual property rights through best-in-class IPs or accelerators.

Our engagement frameworks and a partnership approach for seamless integration with technology goals make us unique in this market. We’re industry-focused yet innovative when it comes to navigating the ever-changing world of technology.

Our Salesforce Expertise
The Power of 4

Our Salesforce implementation offers a comprehensive solution with innovative initiatives that will transform your enterprise’s digital capabilities while ensuring perfect recreation of a seamless, personalized and high-quality experience.

Enriching features to aid in successful Salesforce implementation include but are not limited to:

  • Implementation of best practices and the most optimal strategy for traditional and new customers, processes
  • Design thinking-led methodology with accurate user personas and journey definitions
  • Robust Sales/Service/Platform optimization framework for continuous improvement and customer service
  • Hybrid agile approach to deliver with speed and gain active user feedback leveraging Hexaware’s modern delivery framework, HexOptima
  • Automation-first approach leveraging the power of numerous frameworks, tools and accelerators
  • Salesforce implementation best practices like engagement with business users through participation and engagement throughout the lifecycle of the implementation
  • Configuration v/s Customization: Organization strategy with business processes, workarounds and configuration v/s coding to ensure optimal Total Cost of Ownership and maintainability of the application.
  • Dedication with cognizance of brand and focus on customer success, which is reflected in our high CSAT score

Success Stories

For a US-based non-profit aiming to provide affordable housing to residents, we successfully delivered digital transformation and automation of end-to-end processes with Salesforce Service and Community Cloud. Our client’s manual processes resulted in challenges with customer service, staff efficiency, and productivity. Hexaware performed detailed discovery and assessment of existing client processes to completely reimagine the sales and renting processes. We digitized and automated several processes such as Advertising, Qualification, Enforcement, Property Management, and Move-in. Our solution was also integrated with external systems such as Oracle Fusion Financials, GIS for Maps, SharePoint for Document Management, Laserfiche for Content Management and Chargent for Payment Processing. The key benefits our solution provided to the client included enhanced customer satisfaction and experience, with increased employee productivity. Know More.

For a leading corporate business services provider, we redesigned the Salesforce application with consistent user experience and standardized performance tracking of key commercial metrics by establishing a global userbase across the organization. Our client faced several challenges such as ineffective sharing of data and failed cross-regional collaboration, inconsistent usage, duplication of effort, poor adoption, with a lack of ability to measure the ROI of marketing and business development efforts. Hexaware redesigned the Salesforce application with consistent user experience and streamlined sales processes. We also developed a single ERP interface by integration with ZoomInfo, Outlook, Sales Navigator and other applications that led to increased collaboration. Benefits to the client included faster time-to-market with higher win rates and increased closed/won ACV, and increased collaboration between regions and business units. Know More

We extend holistic solutions for you while focusing solely on what’s important – growing with Salesforce. Our Salesforce partnership provides qualified support throughout every step – from implementation to support and beyond. We’re not just here to help you get your Salesforce ecosystem up and running, we aim to achieve the best ROI and productivity for you! We deliver results like no other and we’re dedicated to enabling your business transformation for a successful future!

About the Author

Sachin Deshmukh

Sachin Deshmukh

Sachin is the CXT Practice Lead for Salesforce and has been part of Hexaware for over 20 years. He has helped win and deliver multiple CRM engagements during his tenure at Hexaware.

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