Situation
Our client is a well-established Indian enterprise with 20 divisions spanning financial services, education, travel, healthcare, and more. Its housing loan division serves over 24,000 customers purchasing residential properties. Our client’s goal is to unlock new revenue paths, increase sales leads and conversions, and enhance customer service.
Salesforce increased productivity and generated 10,000 new sales leads.
However, the division lacked a sales pipeline process, and field sales reps struggled with cross-selling. Communications and reporting were slow, with field sales reps relying on email and spreadsheets. Customer satisfaction was low due to the absence of a feedback system during loan processing.
Action
We implemented a Lead Management System (LMS) using Salesforce Sales Cloud and Partner Community Plus to streamline sales leads from cross-sell, direct, and digital channels.
The Salesforce Sales Cloud setup included user profiles, accounts, lead routing, validation, and assignment. Automated workflows handled approvals, email templates, and triggers. Ten reports and five dashboards provided a unified view of lead status and performance. Lead assignments and conversion data were automated for easy access. Integration with the CRM and document management system ensured seamless access to lead data, status, and related files.
Salesforce Experience Cloud was deployed to over 400 sales reps, enabling remote lead access and improving customer engagement through an intuitive interface. The Partner Community portal captured lead details, status updates, assignments, and overdue tasks.
To explore new revenue opportunities, we built prototypes in Sales Cloud and Experience Cloud, resulting in four new sales streams.
Leveraging Salesforce enhanced lead management, boosted cross-sell efficiency, increased sales team productivity, and generated thousands of new leads.
Results
- Increased revenues and business growth through four new sales streams.
- Enhanced customer engagement via remote lead access and an intuitive website interface for field reps.
- Improved lead management efficiency, with automated workflows, real-time dashboards, and seamless CRM integration.
- Higher customer satisfaction, due to faster response times, better lead tracking, and more personalized service delivery.
Four new sales streams boosted revenues, leading to business growth.
Automation, real-time dashboards, and seamless CRM integration led to more sales.
Faster response times and better lead tracking led to better customer satisfaction.
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400+
Field Sales Reps -
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4
New sales streams -
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10K +
New sales leads