Service Cloud™ QuickStart
Whether you’re new to the Salesforce® Service Cloud™ or an existing customer, Velocity Werx’s Service Cloud™ QuickStart Implementation Package is specifically designed to help you quickly maximize the value of your Salesforce® investment. This shorter engagement project is well-suited for a business seeking a rapid deployment of a small team of users focused on customer support.
Fast-track deployment: up and running in a few short weeks!
Guidance and expertise on how to best leverage Salesforce® to manage your company’s customer support processes.
Avoidance of costly mistakes
Training for up to 10 people, focused on 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.)
Using a structured agenda, our consultants facilitate a requirements gathering session to:
Quickly learn how your business provides post-sales support to your customers
Find out what information you’d like to track in Salesforce®
Discover how your team interacts with customers
Work with you to define your support process in Salesforce®, and capture requirements around measurement to track your success through reports and dashboards
Once we’ve learned your vision, our consultants configure Salesforce® to facilitate your support processes while making it quick and easy for your users to enter and update records. We “sweat the details” to make sure Salesforce® is optimized to provide your users the best experience possible. If we can reduce frustration and make their jobs 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:
Accounts and 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
At this milestone meeting, we present the configuration for your review and feedback. At this stage, we have Salesforce® 90% configured, but final changes can still be incorporated as needed. We also demonstrate how your team will work in the Sales Cloud™ – managing information and tracking interactions with your customers.
Creation of Reports and Dashboards
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 we complete configuration, we configure two dashboards comprised of 12 custom reports: a dashboard for service agents to monitor their individual performance and a "leaderboard" dashboard for management to provide a roll-up view of the entire team.
Creation of Training Materials
Velocity Werx will tailor a training presentation in MS PowerPoint™ that reflects your business processes using screenshots from your configured Salesforce® instance. The presentation will be about 30 slides in length and will be archived inside Salesforce® as a reference and as a training resource for new employees.
Delivery of End User Training
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. The in-person or live end-user training covers:
Key concepts and best practices for quickly finding, creating and updating records
Demonstration of "WIFM" (what’s in it for me) for end users – how Salesforce® can make them more productive and successful
Hands-on exercises to reinforce business processes and drive adoption
Total Price: $6,900.00
The following components are not included in a Service Cloud™ QuickStart implementation, but may be added for additional cost (depending on your edition of Salesforce®). Contact us for details and pricing!
Service Levels (SLAs) and Entitlements