Success Stories

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Our Customers
Journeys in Achieving Excellence

OMS setup with 3rd party integrations

Tools : Salesforce Order Management, Integration with fulfillment center, finance portal and delivery system.

Configuring Chat to Retrieve User Information

Tools : Salesforce Order Management, Integration with fulfillment center, finance portal and delivery system.

Building Non-Profit Capabilities

Tool: Non-Profit Cloud, Integrations with external systems like Linvio, Tiingo

Building OMS Capabilities

Tool: Service Cloud, Salesforce, B2C connector, chatbots, live agent, automation of incoming web-case.

Enhancing Customer Booking Portal

Tool : Sales Cloud, Flows, Sharing Settings, Experience Cloud

Norman Love Confection

Introduction

Norman Love Confections is a Award-winning, premium chocolate gift boxes and chocolate gift baskets company.

Challenge

It was required to integrate with 3rd party integration to complete the business needs, supporting B2C and B2B orders. This requires implementing the order with multiple and single fulfilments based on delivery addresses.

It needs to be integrated with ShipStation for delivery packages and price calculations. Payments must be handled with the Stripe integration. All the orders must synced to Sage Intact for financial needs for fulfillment
and cancel the orders.

Fulfillment was handled by an external system called Where four, which will handle the actual fulfillment of the orders.

Implementation

We implemented the fulfillment based on the incoming custom attributes for the list of addresses to deliver the order. We created fulfillment
orders separate for all the addresses and sync that information to the delivery system “ShipStation” so that it can handled with the calculated
price for the delivery of certain addresses and brought that information in the OMS to show in the order delivery group.

The financial information of the orders was synced to Sage Intact for all the fulfillment orders. Any cancel request and refund were also synced to
Sage Intact for better financial reporting.

Wherefour was also synced with the fulfillment stages of the order with the provided API. 

Order refunds and cancels were integrated with its provided API with Stripe. The tax information was also synced with the Avalara 3rd party with different state information based on the delivery group. Which required to setup Avatax in the OMS.

The Result

With the OMS setup and implementation of the corporate and wholesale orders business was able to handle all the orders from a single place concerning all the integrations in their process. 

Client Satisfaction

Client was able to run the business from single place as all the different type of order were being served from OMS

Revenue Increase

Our adept team offers cost-effective solutions tailored to your business needs.

Seamless Sync to 3rd Party

All the orders are being synced to all external systems seamlessly. Avoiding hassle to do manual entries on those platforms.

Ready Finance Details

With all the orders finance data synced to Sage Intact, business was able to see the financial details readily available.

Standard Bank

Introduction

Standard Bank, stands as one of Africa’s largest financial institutions, boasting a rich heritage spanning over 150 years. With its headquarters in Johannesburg, South Africa, the bank has positioned itself as a key player in the continent’s financial landscape, offering a comprehensive range of banking and financial services to individuals, businesses, and
institutions across Africa and beyond.

Challenge

Standard Bank Group faced a significant challenge in efficiently managing basic or general queries from users. These queries often overwhelm customer service channels, leading to increased response times and potential frustration among users. Moreover, the traditional method of creating a case for each query proved to be cumbersome and time-consuming, posing operational inefficiencies for the bank. As the volume of queries continued to rise, it became evident that a more streamlined and automated solution was imperative to enhance, customer experience and optimize resource utilization.

Implementation

In response to the challenge, Techsol and Services successfully implemented a personalized bot for Standard Bank’s experience site, harnessing Salesforce data to handle queries dynamically. Unlike the previous method of creating cases for basic queries, the personalized bot now autonomously addresses common inquiries, thus alleviating the workload on customer service teams and expediting response times. What distinguishes this solution is its personalization feature, tailoring the bot’s responses to match the logged-in user’s profile and preferences. By seamlessly integrating Salesforce data, the bot can access pertinent customer information in real time, ensuring a more contextual and customized interaction. This innovative approach not only enhances user satisfaction but also streamlines operational efficiency, enabling Standard Bank Group to deliver a seamless and personalized customer experience at scale.

The Result

The implementation of a personalized bot leveraging Salesforce data has significantly enhanced Standard
Bank Group’s customer service, reducing workload, improving response times, and enhancing user
satisfaction while optimizing operational efficiency.

Reduced Workload

Significantly improved clients financial transparency with their donors.

Improved Response Times

With dynamic query handling, users received faster assistance, enhancing satisfaction.

Enhanced User Satisfaction

Personalized responses from the bot improved the overall customer experience, promoting loyalty.

Optimized Operational Efficiency

Automation and Salesforce integration streamlined processes, allowing better resource allocation.

The Chicago Community Trust

Introduction

For over a 100 years, CCT’s stewardship has managed philanthropic resources for it’s respective donors. With consolidated asset management of $4.5 billion (FY 2023), CCT is a behemoth organization translating funds into impactful giving strategies that promotes prosperity in Chicago region and beyond.

Challenge

Refactoring existing architecture to meet new requirements takes a considerable amount of expertise and thought. And this was one of the main challenges faced by CCT. From legacy code to data re-modeling and integration dependencies, we had to be vigilant to stay ahead of the expected curvature and provide optimal solutions that would support their future functionality in Salesforce.

Implementation

We utilized salesforce Non-Profit Cloud to base our implementation. Non-Profit Success Pack (NPSP) was configured for Finance, Philanthropic Services, and Grant Management. Our technical prowess led to Gift Processing, enhancements to donor portals and Fund Opening/Closing – all happening in Salesforce to give a unified experience to the users.

We enhanced the Donor-centric processes where Grant recipients use Grant Central which allows scope of all grants received, manage electronic funds, transfer bank details and so on. The Donor Portals for the grant recommendations were optimized for seeing the balances of accounts over time by both donors or key constituents.

Custom solution via Lightning Web Components (LWC’s) were given to update the existing functionality present in Aura Components and Visualforce Pages. Integration with external systems enhanced business processes. Like fetching share values from Tiingo. All of this helped deliver a more futuristic platform that would be scalable and reliable.

The Result

We excel in creating and distinguishing your company’s image, products, and services from competitors. Work with us for strategic expertise and experience in developing brands and businesses.

Client Satisfaction

Significantly improved clients financial transparency with their donors.

Unmatched Prices

Our adept team offers cost-effective solutions tailored to your business needs.

Customized Solutions

We provide tailored solutions that streamline your processes and supercharge the productivity.

Donor Portals

Donor Portals were designed to give unified experience to users and track fundraising and incoming grants.

Nike

Introduction

Nike is an American athletic footwear and apparel corporation. It is the world’s largest supplier of athletic shoes and apparel and a major manufacturer of sports equipment.

Challenge

It was required to implementing Service Techsol and Services for their Peru store in Spanish language. We need to implement the chat bots to facilitate the client plus creating automation on the custom web-to-case implementation with attachment, which user can send through the form. For service staff we need to provide the Order and accounts in Salesforce.

Implementation

This is how we provided the implementation solution to their problem.

Live Agent with Chatbots
We setup their Service with Live Agent support facilitated with chatbot in Spanish language to able to embed in their Commerce website.

Order sync from Commerce
We implemented B2C commerce connector in the Salesforce to sync order from the Commerce website, so that service agent can provide better support to their clients.

Custom web-to-case form
We implemented custom web-to-case form in VF pages to be allow the users to send attachments with the functionality as there was no option to add attachment with web-to-case.

Automation of the incoming request from web-to-case
They required to send the email notification with in the company to different departments and persons for the incoming web-to-case with some filters applied to the request. We implemented this with the use of flows.

The Result

With Service Techsol and Services implementation the service agents were able to provide robust support to their customers and can better address the issues on their end.

Highest Response Rate

Agents were able to see the orders of the contact client and can provide better support on their need.

Self Service

Customer were able to see their required information from the chatbot itself with the provided list of FAQs and queries.

Orders Synced

Orders were getting synced from Commerce side without delay in the Service Cloud for agents to review.

Knowledge Articles

With chatbot the Knowledge articles were published through the chatbots to the customer requiring some information.

CBRE

Introduction

CBRE Group Inc. is an American commercial real estate services and investment firm. The firm is ranked 135th on the Fortune 500 and has been included in the Fortune 500 every year since 2008.[6] CBRE serves more than 95+ of the top 100 companies on the Fortune 100. CBRE provides services to both occupiers of and investors of real estate.

Challenge

The challenge involves managing opportunity and its related survey records linked through a lookup relationship, with sharing settings controlled by the parent record unlike Master Detail lookup relationship does not have Controlled By Parent sharing settings. The goal is to ensure that the child record inherits sharing settings from the parent, maintaining alignment between opportunity and survey access levels for opportunity team members.

Implementation

To tackle this challenge, we devised a solution centered on the creation of shared records based on the access levels of opportunity team members for surveys. By implementing this approach, we ensured that the sharing settings for surveys mirrored those of their respective opportunities, thereby achieving alignment between the two. When a team member’s access to an opportunity was updated, the system automatically extended the same access level to the associated surveys. This streamlined process not only simplified access control but also maintained consistency across the board. Through careful implementation of shared records, we successfully bridged the gap between opportunity and survey access, empowering team members with seamless and synchronized access to critical data.

The Result

Empower experience site users with intuitive access to Survey record management while optimizing operational efficiency and cost-effectiveness through integrated access control, benefiting CBRE.

Cost Effective

No separate licenses required, making this solution cost-effective and optimizing the budget.

Consistent Data Access

Users effortlessly access records in accordance with their assigned permissions.

Enhanced Collaboration

Effortlessly streamline the process to enhance efficiency and foster teamwork synergy.

Maximize Efficiency

Boost productivity with our cutting-edge operational efficiency solution.