Case Studies

ChatBot Implementation into Salesforce

Objective

  • This project was to implement a Custom ChatBot into Salesforce that allows customers to ask queries/ issues or get information using Live chat feature on website and it also allows agents on service cloud to resolve custom queries using chat feature. Also, it should auto answer the common queries and provide required information to customer automatic.

Challenges

  • 24/7 Availability
  • Instant Customer Service
  • Auto answers based on keywords and workflows
  • Should allow user to Log a case using Auto chat

Solution Delivered

  • Developed IVA (intelligent virtual assistant)ChatBot using the Kore.ai platform and integrated the chatbot into Salesforce Service cloud and website.
  • It reduces the amount of phone calls that come in at the service desk every day by automating relatively simple questions that are asked frequently and can be answered easily by looking up information in the back-end system based on information that can be retrieved from the customer by asking a couple of questions.
  • Implemented the following functionality in the chatbot:
    • Auto suggest answers to customer based on keyword and workflow defined in backend.
    • Getting generate the case into Case object with case description
    • Attached Knowledge base links to allow customer to retrieve the information by asking a question defined in Bot workflows.
ChatBot Implementation into Salesforce

Salesforce Bot

Objective

  • The objective of the project was to implement the chat bot into Salesforce that allows Users/Employees to raise IT support cases using Chatbot.

Challenges

  • Get initial form auto-filled
  • Show Intents into chat using NLU
  • Auto answers based on Intents and workflows
  • Should allow user to Log a case using Auto chat

Solution Delivered

  • Salesforce Bot allows users to carry out -
    • Hardware Request (keyboard, mouse, desktop)
    • Software Request (Oracle, VLC Player, MS Office)
    • Network Related Issues (LAN not working, VPN issues)
    • IT Support
Salesforce Bot

Einstein Bot - AI Powered Chatbot

Objective

  • The objective of the project was to implement Einstein ChatBot for service cloud that makes agent life easier by allowing self service for customer over website and allow agent to focus on complex problem by providing them insights from data.

Challenges

  • Greet customer and define the customer conversation dialog into Chat bot.
  • Allow customer to get the answers/information by asking some questions.
  • Show suggestions as per query keywords

Solution Delivered

  • We enabled the Einstein ChatBot into service cloud.
  • Create the Chatbot using template and edit the details as per business requirement.
  • Define the conversation for Greeting the customer and defining Entity and variables.
  • Defined Rules for Bot conversion navigation
  • Used NLU by managing intents for chatbot
Einstein Bot - AI Powered Chatbot

Appfrontier

Objective

  • This project was to implement a Payment System in the Salesforce system and also implement a scheduler to remind their customer/users to renew subscription. The project scope includes
    • Payment System
    • Scheduler
    • Integration with Authorize .NET
    • Recurring Payment

Challenges

  • To implement a recurring payment system into the client’s Salesforce instance

Solution Delivered

  • When a user clicks on the 'Credit Card' button on visualforce, a new window opens which will display the page provided by our payment team. The customer details should be auto-populated and only card details should be entered. Once user hits 'Submit' button, the payment should be processed and it should be able to capture the response (get the unique reference number) and store the same in the payment record.
  • Used Force.com to develop the proposed payment system for the client. Stored payment gateway information of the users in the payment gateway object.
  • We used jQuery and JavaScript to capture the response from payment gateway
Appfrontier

Maximcc

Objective

  • The Maximcc company is a financial consulting organisation which provides opportunities to small and mid-sized businesses (SMBs) to become financially secured.
  • As the Maximcc company didn't have a proper reporting tool to manage their reports related to their data, they needed a system as salesforce whereby they can have some advanced analytics to see the data. Also, they required a reduction in the manual interventions for generating the output by incorporating the artificial intelligence capabilities.
  • Furthermore, they wanted to capture the data from external source under one roof on a single system so that they could properly visualize the data and further generate the reports using salesforce.

Challenges

  • To Salesforce automation and workflows as per client business use cases and implement external data source so that data from third party website is directly being applied through REST API.

Solution Delivered

  • We have created a chrome extension popup. We created REST APIs to check and receive the incoming call information from the Client API and check incoming phone number to the Existing contacts in Salesforce. If any existing contacts match with phone number then relevant contact details populates in the popup. If they are existing then they can refer those details to look the entries in Salesforce.
  • Popup which we have created has some features like save detail, call accept/reject or hang. We have also implemented a note functionality in popup so if person who is taking call want to enter some notes for that then it can be done easily through notes sections
  • We System user can enter the comments in notes which will directly be saved in Salesforce.
  • The team Implemented Salesforce sales cloud and Salesforce Einstein Analytics to manage their sales process from the sales cloud(CRM) and for the reporting, using artificial intelligence. We have implemented various salesforce-automation and workflows as per the business use cases, and further implemented the external data source in such a way that data from the third-party website is directly coming into the Salesforce through the REST API.
  • Einstein Analytics Setup: In the analytics setup we have implemented various charts such as :
    • Pyramid Chart
    • Waterfall Chart
    • Map Chart
  • We have also implemented the artificial intelligence capability which helps to show the automatic reports and it assists in forecasting as well. Einstein Analytics helps in evaluating trends in the opportunity category for the growth of the sales pipeline and also provides a list of opportunities to work on - all of it within the application. Salesforce Einstein Forecasting helps Maximcc sales managers as they can estimate sales and revenue to the exact amount. Forecasting dashboards may be used by sales managers, either to set up for the sales period or to set up for the future quarter and tell when the expected deals will be closed.
  • When multiple user calls at a time then all users are added in queue and show on popup as unseen. User can see previous calls by help of next and previous buttons.
  • Automations - We have written various automation techniques in the Salesforce, such as :
    • When a lead is created in the Salesforce, it a directly assigning to the sales rep on a round-robin basis.
    • Automatic reports scheduling to the sales manager of Maximcc
    • Automatic capturing of leads directly from the website, using the 'Contacts Us' form.
    • Different email notifications for each status change of the opportunity to the sales teams and customers, as well for continuous engagement.
    • Automatic activities allocation, such as automatic tasks and call assignment.
    • Automatic leads capturing from social media (Facebook and Linked-in)
  • Rest API Integrations:
    • We have integrated third-party data sources such as "https://www.nadaguides.com/" and "https://www.nadaguides.com/". We have connected these data sources with the help of APIs, making it possible to capture the relevant details as per the business needs directly into the salesforce to have data from a different source into a single place.
  • Box.com Integration:
    • With the Box.com integration with salesforce, it helps Maximcc to easily share, access, and manage Box files within Salesforce.
Maximcc

Incoming Call Popup POC

Objective

  • This project is relevant to the service cloud, this is the call popup that will open on any incoming calls

Challenges

  • To open a pop-up whenever calls come. We have created a chrome extension to open when call comes on PBX.

Solution Delivered

  • We have created a chrome extension popup. We created REST APIs to check and receive the incoming call information from the Client API and check incoming phone number to the Existing contacts in Salesforce. If any existing contacts match with phone number then relevant contact details populates in the popup. If they are existing then they can refer those details to look the entries in Salesforce.
  • Popup which we have created has some features like save detail, call accept/reject or hang. We have also implemented a note functionality in popup so if person who is taking call want to enter some notes for that then it can be done easily through notes sections.
  • System user can enter the comments in notes which will directly be saved in Salesforce.
  • When multiple user calls at a time then all users are added in queue and show on popup as unseen. User can see previous calls by help of next and previous buttons.
Incoming Call Popup POC

Artwork Network

Objective

  • This project was to develop an ecommerce front end site using visual force pages (Customer Community License) and, to sync the data of box.com into Salesforce. The ecommerce website has Artists who can create their account and upload their Artwork on the site. They would need to purchase a subscription package. User can also Register/login and purchase the Artwork uploaded by different Artists. It also has integration with ‘PaySimple’ payment gateway.

Challenges

  • To develop a custom shopping cart and set the permissions based on the plan subscribed by Artist.

Solution Delivered

  • We have created custom objects for subscription plans and to store the Artwork related information like Artist Information, Artwork Images etc. and visual force pages to display the Artwork and Artist data on the front end.
  • We have provided facility to buyers to add multiple Artworks into the cart and purchase them as well. The payment integration is done by using ‘PaySimple’ payment gateway. There are subscription plans developed and the Artist permissions are set based on these plans.
  • The reporting section has also been developed in backend where Artist can view the reports related to the Artwork uploaded by him, who purchased a particular Artwork etc.
Artwork Network

Congruity Warehouse

Objective

  • This project was to create a custom search component to Search Model and Part Number. And, to refresh the data of reports automatically after certain duration. It was also required to create a workflow to send a single consolidated email of all the expiring service agreements in different time frames like (before 30 days, 60 days, 90 days etc.).

Challenges

  • The challenging activity of this project was to stop sending the multiple emails that goes to Sales persons when the agreements expire.

Solution Delivered

  • We created a custom page which inserts records in many custom objects at one click. Also, we created a custom search component which can be integrated in any custom page. We used Google Charts library for displaying the Open/Closed Assets in Chart format.
  • Workflows were created to send a consolidated email of all the expiring service agreements. We also created Apex class to group these service agreements. Some Triggers were created to store the location co-ordinates in custom fields.
  • Also, a relationship was created between the models and part numbers.
Congruity Warehouse

Tableau Dashboard Integration

Objective

  • This The project was to display different Tableau reports/dashboards in Salesforce using canvas app.

Challenges

  • Integration between Tableau and Salesforce using canvas app

Solution Delivered

  • We did setup sparkler on Tomcat server and Tableau on another server, and enabled SSL certificate on the both servers. In order to establish a connection between Sparkler and Tableau server, we configured the sparkler server.
  • After establishing connection, a canvas was created in Salesforce and stored canvas app secret keys in sparkler to establish connection between Salesforce and Sparkler. Afterwards, we created a visual force page to display tableau Dashboard through canvas app.
Tableau Dashboard Integration

Skill Training Group

Objective

  • This The proposed system is a Salesforce environment for managing classes, course schedule, and bookings for Skills Training Group website.
  • The project was to create following new Salesforce sections as per client needs
    • Bookings
    • Calendar
  • Calendar feature is a dynamic and interactive calendar where user will be able to manage all training course’s schedule centre wise and trainer wise.

Challenges

  • Filtration issues
  • Colour Coding
  • Month view format for tutors was not visible

Solution Delivered

  • Contacted the Support team via Email for help
  • Integrated Full Calendar API
Skill Training Group

Customer Relationship Management

Client Brief and Enterprise Domain

The client was having several companies that he needs to manage from a single CRM platform.
These companies were of the following domain:

  • Vehicle Leasing
  • Freight Forwarders
  • Food and Drinks Distributors

Initial Requirements

Initially, the client has an idea to build a CRM for their enterprise. They have a large-scale business and a huge amount of data to manage. It was tough to generate daily quotes and invoice manually on excel sheets.

So through Salesforce, the client aims to develop the CRM of their own. There was a need to manage customers, companies, opportunities, contacts, invoices, reports, and various other enterprise roles. The highlighted features of the CRM cover the area: sales force automation, digital marketing, service management, and organization benefits.

Challenges or Client Verdicts

  • Vehicle Leasing:
    Within Sage, there is a project for every car leased to a customer. There was a requirement to build a search feature for the hire agreement and see the amounts due, record any emails and phone calls regarding each lease.
    There were two customers: End-users and brokers. For the brokers, they need to see the deals that have been supplied and tie the customers to their file. Record the commission paid to them and send marketing emails.
  • Freight Forwarders
    This company uses a software system called Freight Management. This system creates invoices and shipping documents.
    This software needs to be integrated with Salesforce. The customer, track sales, and send marketing emails to selected customer groups, in selected countries. Each shipment has its unique reference, so tie this reference to the customer.
  • Food and Drinks Distributors
    This business deals with customers all around the world. Send the marketing emails to selected countries. Issued Sales Orders / Purchase Orders, view sales to a customer and record emails.
    To start with only one user, the company owners to be able to see everything that is going on. As a sales or admin joins the business only be able to see projects or groups they work in.
  • Management of all three business
    Redirecting easily within all three companies' data.

Solution/Strategies

  • Vehicle Leasing
    For managing the data, we took the following steps:
    • Integrating Sage API with Salesforce.
    • Separately managing both Customers' data.
    • Managing and searching various Agreements and other Records.
    • Managing Vehicle Records.
    • Workflow to set reminders.
    • Managing permission sets for the authentic user.
  • Freight Forwarders
    The solution proposed as per the challenges, we need to develop the following:
    • Integrating Freight Management Software with the Salesforce.
    • Managing Customers (End users, Business Users, and Other).
    • Managing Countries
    • Synchronize invoice and shipping documents into Salesforce Application.
    • Workflows to send marketing emails.
    • Managing permission sets for the authentic user.
  • Food and Drinks Distributors
    The below are the features that developed for achieving the requirement:
    • Managing Customers from different divisions with no hassle.
    • Manage and sync the orders and sales with customers into the Salesforce Application.
    • Workflows to send marketing emails.
    • Managing permission roles sets for the authentic user.
  • Single Track System for all Companies
    Through the Salesforce platform, it is now convenient to access the data of all companies.

The Main benefits got from our solution delivered

The project development is solely based on the Agile Work methodology and the Scrum architecture. This raised our projects to a peak level in quality, security, profit, promotion, etc. We design, build, configure, test and then release the potentially shippable project increment. This process cycle is also performed in an iterative manner or sprints.

Listing the major benefits gained by the system:

  • Integrating Sage API with Salesforce.
  • Single Track System for all Companies
  • Management of Multiple Contacts
  • Bulk Customer Data Management
  • Integrated Software with the Salesforce
  • Synchronize the orders and sales with customers into Salesforce App
Customer Relationship Management

Electricity Supplier Project

Client Brief

The client is delivering electricity to almost 1.1 million residents. It provides services regarding electricity connections, life support services, private overhead electric lines, etc. The client set up the Customer Consultative Committee, which helps in maintaining a strong relationship with the members of the communities.

Initial Requirements

The client came up with the requirement to use Salesforce as the CRM and SimPRO as the job quote/ job management tool.

The following information needs to be captured in Salesforce:

  • Name
  • Contact details
  • Address
  • Request (solar / battery / energy audit, and so on)
  • Quote request and due date

The information should come back from simPRO into the Salesforce:

  • Quoted
  • Make a follow-up call 24 hours after the quote sent
  • Accepted / declined
  • Price
  • Revised price
  • PO signed/received
  • Job started
  • Job completed

Domain

Sales

Major Challenges

  • Two-way transfer of data:
    The major challenge was to manage the data present on both ends. There was a need to use Salesforce as the CRM and SimPRO as the job quote/ job management tool.
  • Reflect Real-Time Data:
    The data as edited or updated on any of the cloud CRM needs to be reflected in real-time on each platform.
  • Update Opportunity Status:
    The opportunity status when gets updated to leads or quotes, then the data has to be updated on the other end.
  • Strict Monitoring on both CRM:
    For retrieving the data at real data time, there was a need to have a strict monitor on both platforms.

Solution Proposed

  • Merged two different Cloud-based CRM:
    A simPRO API was proposed to manage the data on both cloud-based CRM. This helps in capturing the information from both sides. The Customer Consultative Committee
  • Scheduler created:
    We have developed a scheduler that updates the data every 10minutes. This was done using Window Task scheduler C#. The data displayed on both the platform gets streamlined according to the changes made by the user.
  • API integrated:
    With the help of scheduler developed, the updates of opportunities at the simPRO system were managed via API and
  • Developed Custom Objects and Fields:
    For accomplishing this objective, we have developed some custom objects and fields. This made monitoring more flexible.

Solutions Delivered

We have delivered the following major solutions to the Customer Consultative Committee of the Client:

  • We have built a C# executable file and scheduled it for every 10 minutes using Window Task scheduler that help in synchronizing the data on both sides.
  • Also, we have created some Custom objects and Fields at both Salesforce and simPRO to achieve the desired task of the initial requirement.
  • The Scheduler has strict monitoring on both simPRO and Salesforce whenever any Opportunity will be processed to "Site Assessment" option on Salesforce. Then further the scheduler in its next run will detect the opportunity changes using the Salesforce API and immediately create Quote, Site, and Contact with the help of simPRO API at simPRO using Salesforce Account and Contact object.
  • Similarly, when the status of any quote has been changed at the simPRO platform, the scheduler will update the status of Opportunity on the Salesforce platform.
  • The information (like Name, Contact details, Address, various Requests, Quote requests, and due date) gets captured in Salesforce.
  • All the information asked has come from simPRO successfully.

The Main benefits got from our solution delivered:

The Customer Consultative Committee of the client got the flexibility to reach their large number of customers and manage their data from both ends. This helped them to attain faith in their customers. The secure and strict monitoring provides them the confidence to handle the customer data with more ease.

Electricity Supplier Project

Sports & Leisure Project

Client Brief

The company’s mission is to help the members in developing confidence in their children through gymnastics. They provide learning and training in the fields of Gymnastics, Acrobatics, and Trampolining. This enterprise offers membership in various Gymnastics clubs.

Domain

Learning and Training (Gymnastics, Acrobatics, and Trampolining)

Challenges

The campaign management was desired from both online as well as offline platforms. The client wants to keep track of Campaign to revenue and simultaneously observe the campaign analytics.

Testing was another major task in this project as the existing system was having many unexpected bugs. We have tested the overall functionality and resolved the issues accordingly.

Solution

We came up with the solution after performing the quality analysis and testing the bugs present. We detected that the Field Accessibility property of some Salesforce Account fields has issues. So that existing code failed in creating an Account on the Salesforce side. We have set the Field Accessibility property to “Editable” and the registration hence performing well.

For campaign management, the solution delivered helped in planning, tracking, and executing the entire marketing mix, both online and offline. The Future/Scheduled reports and the Campaign can perform the ‘add and remove’ auto function. The reports can be mapped with the campaign.

Benefits

The registration is the first step for the enterprise to gather the opportunity and customers. So our solution helped them to raise the number of users and therefore enhanced the business.

Sports & Leisure Project
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