EXPERTS IN SALES CLOUD, SERVICE CLOUD & COMMUNITY CLOUD

NEED CERTIFIED CONTRACTORS FAST?

CERTIFIED SALESFORCE™ CONSULTING, DEVELOPMENT & ADMIN

THE DECLARATIVE AGENCY PROVIDES SALESFORCE CONSULTING, DEVELOPMENT & ADMIN CONTRACT RESOURCE TO SMALL, MEDIUM AND LARGE BUSINESSES AS WELL AS APPEXCHANGE & CONSULTING PARTNERS

Let us support your Transformation project by working as an extension of your existing team to help you innovate faster and deliver value quicker, all built on great customer experiences.

WE KNOW SALESFORCE...

and to ensure we continue to be experts in what we do, we only focus on three clouds:

On top of standard sales force automation capability, we also excel in forecasting and quotes, order capture and eSignature, through to order management and orchestration. A great product catalogue and pricing model is central to getting your orders right first time.

We know case management implicitly and how to get the most out of it, however we really love Omni-channel case distribution. Queries from all contact channels delivered to the right agent at the right time, with automated task management measured through customer milestones.

Great sales and service capability needs to be exposed online. We build beautiful customer portals and websites to deflect contact and increase customer satisfaction. Branded customer and partner communities or pixel-perfect bespoke sites, allow us to amaze you.

WITH SALES CLOUD WE'VE TRANSFORMED SALES JOURNEYS USING VLOCITY & CLOUDSENSE CPQ

Talk to us to see how our delivery team successfully implemented CPQ at TalkTalk in less than 5 months

The build and launch of a new product catalogue with dynamic pricing using availability and compatibility checks to generate beautiful, branded quotes.

  • COMPLEX QUOTE BUILD AND ORDER CAPTURE

    We delivered near zero order rejection rates on a highly technical product set in an industry known for complexity. Get it right, first time, at point-of-sale!
  • ESIGNATURE DRIVES HIGH NPS/CSAT

    Our implementation of DocuSign for electronic signature is loved by agents and customers alike, driving better order quality and minimising customer credits. Boost sales productivty by maximising selling time!

WITH SERVICE CLOUD WE'VE DOUBLED AGENT PRODUCTIVITY & REVOLUTIONALISED CUSTOMER EXPERIENCE

Talk to us to see how our delivery team reduced Average Handling Time (AHT) for cases from 14 to 7 minutes, and seriously improved CSAT.

DRAMATICALLY IMPROVE YOUR CUSTOMER EXPERIENCE & SUPERCHARGE YOUR SUPPORT TEAM'S PRODUCTIVITY

Let us introduce you to a blended, omnichannel case distribution framework based on configurable SLA's - the right case to the right agent at the right time

We've integrated Bucher & Suter CTI into Salesforce, plugged into the Cisco telephony platform system, for inbound and outbound calling. Screen pops have been customised with an ID&V (Identity and Verification) panel to allow agents to confirm a customer's identity. Calls that are transferred within the business show as having already passed ID&V. A suite of reports and dashboards show agent activity and performance.

We've got huge experience in email case management having performed complex migrations from Rightnow (Tiscali), Microsoft Dynamics (Executel) and Netsuite (Totem Communications) onto Salesforce. We know how to optimise the platform to get the best case routing results, and use email header interrogation to reduce duplicate cases from forwarded emails. Continuous monitoring removes spam emails and increases case classification accuracy.

We've migrated multiple instances of LivePerson onto Salesforce LiveAgent from Pipex, Nildram and Freedom2Surf with great success. Our customised solution ensures that creating a case takes a single click, and the chat transcript is automatically attached to the relevant case. Customers who use live chat from within an authenticated portal (eg customer community) have their details automatically attached enabling the system to screenpop the customer's information straight to the agent.

Fast deployment of Tweet-to-Case is achievable bringing your support teams onto social media. Monitor tweets and find customers that need help, with automated cases delivered to your agents through the Salesforce Omnichannel platform.

Having your customer raise their cases online facilitates high levels of deflection using knowledge articles and self serve options. Bringing in a guided case journey auto generates the case classification ensuring that the cases are delivered to the right agent with the right skills to be able to effectively resolve the customer issue quickly and efficiently. Using Entitlements and Milestones, we're able to keep the customer updated on the progress of their case and set their expectations, greatly reducing chase calls into your contact centre.

SMS integration with various platforms supports inbound and outbound messaging services. Utilise for two-factor authentication for your portals or communities, delivering a one-time code to your customer's mobile device, or incorporate VoiceReach for an automated call.

Sometimes your customers just cannot get online and need to use the phone to raise a query. Optimised IVR's can be connected to Salesforce through an extension of an existing telephony integration, or through API based integration. Identify and verify your customers before they speak to an agent, or even allow them to raise a case on the IVR without even talking to an agent. We've blended this approach with BluePrism Robotics to reduce calls into the contact centre by 25%.

WITH COMMUNITY CLOUD WE'VE DRIVEN DIGITAL TRANSFORMATION WITH CUSTOMER & PARTNER PORTALS

Talk to us to see how our delivery team took online customer interactions from 2% to 25% in under 12 months

Call deflection and increased CSAT/NPS using branded Salesforce Customer Communities

  • VIEW OF CUSTOMER ORDERS, PRODUCTS & CASES

    Using ETL (Extract-Transform-Load) software we present information from disparate systems in a single customer view
  • VIEWS BILLS & RAISE CASES

    API integration into multiple billing environments to deliver a seamless customer experience, with an easy-to-use bill query process
  • KNOWLEDGEBASE & GUIDED JOURNEYS

    Present the Salesforce knowledgebase online using knowledge articles to educate and deflect, guiding your customers to self-serve

SOME OF THE APPS & MANAGED SOFTWARE WE'VE IMPLEMENTED

THINKING ABOUT ENGAGING OUR TEAM FOR YOUR PROJECT?

Just get in touch - we'd love to see how we can help

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