Health Life Sciences

Industry:

Health Life Sciences

Overview:

Accounts that weren’t Meaningful - Salesforce “account” wasn’t representing customer’s real-world accounts in a meaningful or clear way.

Details:

With over 150,000 accounts in Salesforce, often with complex data stored in ways that were difficult to interpret. Built a collection of flows that took into account the relationship between different data fields in order to effectively achieve a sorting process. By organizing their immense data hierarchies resulted in immediate, tangible impacts on the business.

Problem:

Client needed to organize their immense data hierarchies. They had over 150,000 accounts in Salesforce, often with complex data stored in ways that were difficult to interpret. If a sales rep needed to respond to an inbound lead from a given dentist office, for one example, they would have to search in four or five different places in order to get an understanding of Henry Schein One’s relationship with the office. It could be difficult to find the history of their interactions, whether they had made purchases and other information that the rep would need to connect with the customer. The sheer amount of data and the lack of a unified system for presenting it posed problems that the organization was actively trying to fix when they partnered with SaltClick. Simply put, a Salesforce “account” wasn’t representing Client’s real-world accounts in a meaningful or clear way. This posed particular problems for a larger organization like Client, where partners or new employees would benefit from a clear way to understand how to manage accounts through a customer relationships database.

Solution:

SaltClick was able to simplify Client’s accounts by creating four clear, simple classification layers: customers, locations, corporate accounts, and customer person accounts, a hybrid category that stored additional necessary data. By diving into the reporting details and establishing clear relationships between data entry fields in Salesforce, SaltClick was able to streamline all 150,000 accounts into groupings. Each account was also changed to create a clearer presentation of data, changing fields and prioritizing information to make the account field as a whole meaningful, actionable, and accurate. SaltClick built a collection of flows that took into account the relationship between different data fields in order to effectively achieve this sorting process. At the same time, SaltClick cleaned out the hierarchies of data in Client’s Salesforce system. Whereas before, hierarchies were complex, sprawling, and difficult to tame, afterward a cleaner system was in place that rolled up reporting metrics to overhead categories and top-level accounts. This allowed our Client to more effectively manage their data.

Results:

SaltClick changed Client’s Salesforce set up in just three months. In addition to exceeding project deadline requirements, SaltClick’s new organizational system had immediate, tangible impacts on the business. One of the most important was the new ability to algorithmically determine strategic accounts. These were accounts that were most important for the business and would be named and assigned to sales representative. They carried downstream implication for the wider sales team, operations, and finance, changing the strategy for engaging with customers. The new Salesforce system used a rule set to evaluate each account, checking them against a complex set of requirements to determine whether or not an account was indeed strategic. Using the relationships between different Salesforce data entry points, SaltClick created an intuitive flow system that clearly indicated whether and when an account was strategic. The system was also more user-friendly, and it met Client’s key requirement that data could be managed through clicks, not code. SaltClick was able to solve problems with data organization while solving a major pain point for the business.

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