Scott Roan

Cradle to Grave roll out of Salesforce replacing the internal custom build application at Ideal Image.
Salesforce Service Cloud, Pardot, CPQ, Docusign Integration, SMS Magic, Chargent (payment solution), Custom Scheduling Engine, Inventory Management, Integration with Netsuite, Integration with MS Data Warehouse, High Velocity Sales, Five9, Salesforce Engage, Omni-Channel, Olark - Chat

Lead - Consultation - Invoicing, Financing, Payments - Scheduling and tracking of all services… Show more

Cradle to Grave roll out of Salesforce replacing the internal custom build application at Ideal Image.
Salesforce Service Cloud, Pardot, CPQ, Docusign Integration, SMS Magic, Chargent (payment solution), Custom Scheduling Engine, Inventory Management, Integration with Netsuite, Integration with MS Data Warehouse, High Velocity Sales, Five9, Salesforce Engage, Omni-Channel, Olark - Chat

Lead - Consultation - Invoicing, Financing, Payments - Scheduling and tracking of all services provided across the organization.

We moved the call center from 5 separate systems to a single software instance by building everything within Salesforce and increasing the Call Center efficiency by over 300%.

We built out CPQ and Chargent to support location level marketing and pricing covering 150 different locations across 2 countries.

Built out the invoice and contract creation to support eSigning documents with the use of Docusign, CPQ. We leveraged Chargent for the payment processing including CC, Financing, Cash, Account Credits.

Put all the customer scheduling aspects of the Providers, Clients, Services, Rooms and movable equipment into a custom scheduling application.

The roll out consisted of moving all 15 years of historical data from MS SQL to Salesforce and running both systems simultaneously while we moved 7 centers per week from one system to the other. We experienced less than 1% hit to revenue that was able to be recovered the following week for each of the center roll outs. Completed all 130 centers within a 8 month period.

The entire team did a fantastic job and we were supported by other key members. Show less

Lead project team to replace .net custom developed application with Force.com. Full lead to guest flow completely within Salesforce which included the following Managed packages: CPQ Steelbrick, Chargant, SMS Magic, Calendar Anything, Pardot, Drawloop, Docusign, Olark chat and Shoretel phone integrations.

Changed call center processes and implemented Salesforce. Replaced MS CRM, internal business application, message media stand alone text software, reliance on MS Outlook, Exact Target and Live Person with tightly integrated software from the SF exchange to provided a single system of record and process execution.

SF: service cloud, Olark chat, tight integration with internal business systems, SMS Magic for texting, Pardot/Salesforce Engage for integrated email, Shoretel CTI integration… Show more

Changed call center processes and implemented Salesforce. Replaced MS CRM, internal business application, message media stand alone text software, reliance on MS Outlook, Exact Target and Live Person with tightly integrated software from the SF exchange to provided a single system of record and process execution.

SF: service cloud, Olark chat, tight integration with internal business systems, SMS Magic for texting, Pardot/Salesforce Engage for integrated email, Shoretel CTI integration for click to Dial and screen pops.

1 month measures show a 6% increase in top of funnel conversion rates and 15% to 20% increase in per call center rep capacity over 2016.

This is just the first phase of the project. Remote center operations + custom build should continue increases throughout the funnel.

Bottom line: find the right solution, pick a great partner and communicate and guide your users through the process.

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Took over a failed application and rearchitected the base class infrastructure to bring the application live within 5 months.