Friday, November 22, 2013

SkyPlanner Success Spotlight: Elephant Group



In our newest blog series, SkyPlanner will showcase some of the successful projects that we've completed over the last few years. Today we highlight the work we did for Cubamax. 



Overview
The Elephant Group’s use of an external billing system for its brand Techzilla led to more than a few headaches concerning the linking of sales data to subsequent billing. SkyPlanner integrated a billing system into Techzilla’s existing Salesforce platform to give customer support a complete 360 degree view of customers. 

Challenges
Elephant Group's Techzilla brand was utilizing an external billing system that was disconnected from the company’s Salesforce platform. Customer support had to gather sales information then go outside of Salesforce to perform the actual billing activities. The external billing platform meant there was a lack of visibility in customer accounts when it came to billing history and a lack of enforcement of business rules that could restrict certain actions for transactions depending on the type of transactions.

Solution
SkyPlanner provided Force.com custom development within Techzilla’s preexisting Service Cloud application and removed the dependency on external system for billing operations. SkyPlanner also provided integration with the new billing system to transfer the information to the accounts. Lastly, SkyPlanner implemented a business rules engine that could determine the possible actions needed and/or allowed to execute a billing transaction.

Value
Techzilla saw an exponential decrease in the rate of billing errors stemming from misfiled sales data in the external billing system. More visibility concerning billing activities led shorter beginning-to-end sales cycles, and shortened time between approval request submissions and approval by authorized personnel thanks to new approval system. Elephant Group/Techzilla also experienced an improved customer service response and satisfaction as a result of shortened information retrieval time by customer support staff.

Notes
  • SkyPlanner created and implemented, using the Service Cloud Console Integration Toolkit, an entirely customized billing console that is launched from the same UI (user interface) on the Service Cloud as the account of each Elephant Group/Techzilla customer. This allows customer support staff to see a true 360 degree view of each customer as each account now includes billing records for easy retrieval. 
  • SkyPlanner used fully-customized APEX code to leverage the standard Salesforce queuing mechanism in order to create a unique approval system for the Elephant Group. The customized approval system feeds approval requests into queues separated by request type instead of sending them to a specific manager. Once in a specific queue, any authorized personnel with access to the queue could approve it. This leads to much quicker approval turnaround. 
  • SkyPlanner designed the new billing platform to allow backend configuration so that administrators can customize the application as needed without altering the application coding.
Screenshots

SkyPlanner designed and implemented, using the Service Cloud Integration Toolkit, an entirely customized billing console that gives Techzilla support staff a true 360 degree view of, and complete control over, each customer account billing information.



Elephant Group and Techzilla’s new approval system funnels approval requests into its corresponding queue for approval by a team instead of one manager. This has led to a less time-consuming approval process.