Transform Customer Service with Salesforce Service Cloud

We know your needs. Not only because we use Salesforce every day, but also because we have helped many customers find the right solutions for their business. Our approach is personal, solution-oriented, and efficient.

What makes us Salesforce experts:

• Our long history of solving complex CRM problems

• Our user-centric mindset and understanding of business models

• Our attention to detail and a team that understands and implements your business processes end-to-end.

As a Salesforce partner, we can help you tailor your Customer360 view to meet your B2B needs. The Salesforce Customer360 platform provides a single view of your customers by connecting all departments and data.

As a Salesforce Implementation Partner, we use our expertise to help you lay the foundation for seamless collaboration between sales, marketing, and service:

• Sales optimization: We provide a comprehensive view of all leads, accounts, and opportunities to streamline your sales processes. This enables your team to better manage complex sales cycles and build long-term customer relationships.

• Targeted Marketing: We help your marketing teams target campaigns to the needs of your business customers. We help you make the most of your budget by providing accurate data about your campaigns.

• Effective Service Management: We ensure that your service team always has access to relevant customer information. This enables them to respond to inquiries quickly and effectively, increasing customer satisfaction.

We provide comprehensive consulting and implementation services for customer service and service management. Our services include service level agreement (SLA) management, data integration, system integration, and service process design. We help you efficiently manage customer requests through a single platform and seamlessly design service processes. With our service cloud implementation expertise, we ensure that all systems and data are optimally integrated.

We automate key workflows and service processes to improve response times and increase productivity. With solutions such as case management, service automation, and change management, we ensure that customer requests are handled smoothly. AI-powered tools, reports, and dashboards provide valuable insights for continuous improvement of customer service. By building customer portals and supporting service level agreements (SLAs), we help companies make their customer service proactive and efficient.

Efficient processes are crucial in the IT system landscape, but the requirements are complex and growing. With the help of system integration, different environments - such as ERP, CRM, PIM, payment and many other applications - can be connected and successfully managed.

System Integration Expertise: System integration enables the seamless exchange of data. For example, orders are automatically processed and inventory levels are synchronized. Our system integration toolbox includes powerful tools like Mulesoft, Lobster, Azure Data Factory and Talend.

API development expertise: Off-the-shelf solutions are often insufficient to meet complex business needs. That is why we develop custom software solutions that are tailored to your exact needs. Our expertise in API development and management allows us to build powerful interfaces using REST or GraphQL, among others. These solutions ensure seamless integration with your systems and data sources.

Nanoscribe, a leading provider of high-precision 3D printing systems, was facing several customer service challenges. Its existing customer service software was limited and disparate systems did not talk to each other, resulting in delayed billing and unclear processes. In addition, there was a lack of self-service solutions for customer care.

As part of our collaboration, we successfully migrated the Nanoscribe org, including the authorization system, to the Bico org. We also developed seamless integrations with ERP systems to streamline data flow. Our implementation of Salesforce Service Cloud improved service processes and increased flexibility in asset management for 3D printers.

By developing a customer-friendly portal based on the Experience Cloud, we now provide Nanoscribe customers with a single point of access to important information such as tickets, contracts, and support requests. This portal significantly reduces the customer support workload and increases transparency for all parties involved.

The OMR Masterclass 2023 on B2B E-Commerce accompanied companies at a crucial turning point: increasing customer demands for digital services and platforms require comprehensive digitization. In addition, a shortage of skilled workers and increasing cost pressure make the automation of sales processes unavoidable. In short, B2B commerce is and will remain one of the "hot topics" in many companies!

Florian Wassel presented 10 use cases - from enterprise marketplaces to customer portals and order management - to show how B2B champions can adapt their complex data models and specialized business models to the digital, agile world. Topics such as service design, operating models, technology and change management were also discussed.