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Customer Success

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Objective of the programme is to onboard all the Partners and Customers into Salesforce and cater the needs with customer centric approach. All customer data in one place.
Range of Salesforce products implemented to suffice the seamless experience of Novozymes employees through out the customer lifecycle.

Sales Cloud

Enabled sales representatives to close deals faster by centralizing customer data, including previous orders, quotes, inquiries, and cases.
Implemented Opportunity Management with CPQ for accurate quoting and efficient pipeline forecasting.
Integrated with Netsuite for streamlined billing and DocuSign for electronic contract management.
Established lead duplication logic to enhance lead quality and efficiency.
Automated pipelines to forecast revenues and apply discounts based on sales projections.

CPQ (Configure, Price, Quote)

Configured product bundling to facilitate appropriate product sales and improve customer engagement.
Utilized Pricebook and pricing rules for accurate pricing across multiple currencies, enhancing customer satisfaction.
Applied various discount methods and advanced approval workflows to streamline pricing and contract renewals.
Generated branded quotes with conditional product rendering for a professional presentation.
Enabled easy contract renewals with updated discounts and quantities through CPQ setup.

Service Cloud

Implemented omni-channel support to manage customer cases from web, email, chat, and social media within Salesforce.
Set up automations for initial case responses and intelligent routing based on agent skills.
Defined SLAs to ensure timely resolution of customer issues and meet service milestones.
Optimized support processes to minimize agent interactions while resolving customer cases.
Deployed chatbots for handling simple queries, enhancing agent productivity for complex issues.

Customer Portal

Developed a branded portal for partners to access trending products and update their information.
Integrated agent web chat support for real-time customer assistance without the need for case creation.
Utilized knowledge articles and support documentation to reduce the volume of support cases.
Implemented Single Sign-On (SSO) for seamless access across various applications, improving efficiency.

Setup from Scratch

Completed account setup, including user permissions and security protocols.
Configured Sender Authentication Package (SAP) with domain authentication and dedicated IP addresses.
Managed IP warming to build a positive sending reputation with ISPs.
Established Data Extensions, imported contacts, and set up subscriber keys for email campaigns.
Created and sent basic email campaigns, including templates and content blocks.

Advanced Components & Integrations

Integrated multi-channel campaigns including email, SMS, push notifications, and social channels.
Leveraged AI for personalized content and predictive analytics through Salesforce Einstein.
Developed custom integrations with external systems such as CRM, e-commerce platforms, and third-party applications.
Utilized APIs for advanced customizations, including real-time data updates and preference centers.
Implemented a Data Management Platform (DMP) for audience segmentation and campaign optimization.

Intermediate Features

Designed and automated customer journeys across multiple channels using Journey Builder.
Scheduled and automated tasks such as data imports and segmentation with Automation Studio.
Created dynamic content and conducted A/B testing with Content Builder for email, mobile, and web.
Used SQL queries and filters for targeted audience segmentation.

Analytics & Reporting

Tracked campaign performance, including open rates, click-through rates, and ROI.
Developed custom reports and dashboards for in-depth data analysis and decision-making.

Compliance & Security

Ensured compliance with GDPR, CAN-SPAM, and other data privacy regulations in all campaigns.
Recommended best practices for data security and privacy management.

Digital Transformation - Case Study

Client Challenge: The client sought to embark on a digital transformation journey to address technical limitations that were impeding their growth objectives.

Solution: Partnering with Aventra, the client implemented Salesforce Communications Cloud alongside MuleSoft APIs and hybrid connectivity solutions. This comprehensive approach significantly enhanced the user experience and supported both organic and inorganic growth strategies.

Benefits:

50% Reusability: Achieved substantial reusability in the common data model, improving efficiency.
80% Improvement in Data Accuracy: Enhanced the precision of data, leading to more reliable business insights.
Enhanced Customer Experience: Provided a significantly improved experience for end-users.
Advanced Insights: Leveraged AI and machine learning for deeper and more actionable insights.
40% Reduction in Time to Market: Accelerated product and service delivery, positioning the client for faster growth.

Supply Chain Modernization - Case Study

Client Challenge: The company faced substantial operational inefficiencies and rising maintenance costs due to outdated systems and non-standardized data formats, which hindered effective collaboration with trading partners.

Solution: Aventra modernized the company’s B2B platform by implementing MuleSoft’s AnyPoint Partner Manager. This solution streamlined B2B processes, improved data exchange, and established a standardized schema for better data consistency and interoperability.