Whether you’re new to the Salesforce Service Cloud or an existing Service Cloud customer, ShellBlack.com’s Service Cloud QuickStart Implementation Package is specifically designed to help you quickly maximize the value of your Salesforce investment. This 25-hour engagement is well-suited for a business seeking a rapid deployment of a small team of users focused on customer support.
- Up and running in a few short weeks – a fast track deployment!
- Guidance and expertise on how to best leverage Salesforce to manage your company’s customer support processes, and avoid costly mistakes
- End-user centric training for up to 10 users, with hands-on exercises that drive adoption
- Implementation of best practices around usability and data quality
Reporting and analytics that provide visibility to your key business metrics (e.g. average time to close a Case, total open Case volume by agent, Cases by channel, Case aging, number of Cases handled by day, month, etc).
Discovery Session (4 Hours)
Using a structured agenda, our consultants will facilitate a requirements gathering session to quickly learn how your business provides post-sales support to your customers. We’ll uncover what information you’d like to track in Salesforce as well as how your team interacts with their customers. We’ll work with you to define your support process in Salesforce. Lastly we’ll capture requirements around how you want to measure your business so that Salesforce is able to track your success through reports and dashboards.
Salesforce.com Configuration (10 Hours)
Once we’ve learned your vision, our consultants will then configure Salesforce to facilitate your support processes while making it quick and easy for your users to enter and update records. We’ll sweat the details to make sure that Salesforce is optimized to provide your users the best experience possible. If we can reduce frustration and make their job easier – you’ll have adoption and a great return on your CRM investment. That’s our goal.
A QuickStart implementation includes configuration of the following CRM components:
- Home Tab
- Accounts & Contacts
- Communications (1 branded Letterhead & up to 2 Email Templates)
- New Case Queue and a Case Assignment Rule with up to five routings
- Activities (Tasks, Events and Email)
- Analytics (12 custom reports and 2 dashboards)
Configuration Review Meeting (2 Hours)
At this milestone meeting we will present the configuration for your review and feedback. At this stage we’ll have Salesforce 90% configured, but final changes can still be incorporated as needed. We’ll demonstrate how your team will work in the Sales Cloud – managing information and tracking interactions with your customers.
Creation of Reports and Dashboards (3 Hours)
As a business manager, visibility to your company’s data is critical. You need to know the speed and quality of your service interactions, and the effectiveness of your customer service reps in real time – not when it’s too late. Once the configuration has been completed, we’ll configure two dashboards comprised of 12 custom reports. For example, a dashboard for service agents to monitor their individual performance and a "leaderboard" dashboard for management that provides a roll-up view of the entire team.
Creation of Training Materials (2 Hours)
ShellBlack.com will tailor a training presentation in MS PowerPoint that reflects your business processes using screenshots from your configured Salesforce instance. The presentation will be ~30 slides in length and will be archived inside Salesforce for you to keep as a reference and to use to train new employees.
Delivery of End User Training (4 Hours)
It’s time to go-live! You provide the room (with internet access and computers for participants) and we’ll provide the evangelism and expertise to guide your team to success. Alternatively, we can deliver training online through a "virtual classroom" experience. We’ll cover key concepts and best practices for quickly finding, creating and updating records. We’ll show your end users "WIFM" (what’s in it for me) – how Salesforce can make them more productive and successful. Participants will have hands-on exercises to reinforce business processes and drive adoption.
Total Price: $5,000 (25 hours @ $200 / hr)
The clock is ticking on your annual subscription – get your customer support and management team up and running quickly and drive adoption, while avoiding common Salesforce CRM implementation mistakes.
The following components are not included in a Service Cloud QuickStart implementation, but may be added for additional cost (and depending on your edition of Salesforce). Contact Us for details and pricing!
- Escalation Rules
- Importing Data
- Service Console
- Service Levels (SLAs) and Entitlements
New to Pardot? See our Pardot QuickStart package.
For Sales Cloud users, see our QuickStart for sales teams.