slalom consulting socal customer engagement practice
DESCRIPTION
Learn more about the Customer Engagement practice at Slalom Consulting in Southern California. We offer planning and implementation services for Microsoft Dynamics CRM and Salesforce in Los Angeles, Orange County and San Diego.TRANSCRIPT
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Slalom Consulting, Southern California
CUSTOMER ENGAGEMENT PRACTICE
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In a world of social media, always-on consumers, and instant feedback, “joining the conversation” isn’t
enough
to maintain—let alone grow—your customer base. Engaging your customers means building and
maintaining
authentic and meaningful relationships.
We work side by side with your marketing organization to design and create complete, customer-centric
strategies
and solutions that draw from other Slalom service areas, like CRM, information management and
analytics,
and user experience.
These solutions help you connect new and existing data to gain a better understanding of your customer
interactions
and create micro-segmented campaigns based on personalization. They also enable you to unearth
valuable insights
for product and service development.
Connecting with customers on their terms
Customer engagement offerings
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CRM platform evaluation & selectionWe leverage our expertise in the world’s leading CRM platforms to find the best fit that meets our clients’ requirements.
CRM system implementationWe implement and integrate systems so that our clients can build authentic relationships with their customers.
Differentiated digital experiencesWe design and build beautifully rich and intuitive apps, sites and portals for an increasingly mobile world.
Change management & user adoptionWe facilitate behavioral change that supports adoption, improved performance and overall strategic goals.
Customer insight & strategyWe unlock new insights, create personas and journey maps, and define customer engagement strategies.
Customer intelligenceWe offer new ways to gain value from data and enable actionable decision making.
Agile project deliveryWe bring the right blend of lean and agile methods to accelerate time-to-benefit.
Portals & collaborationWe bring collaborative tools together with user-centered visual design for knowledge and document sharing.
Fast stats
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GOLDCertified Partners for Salesforce and Microsoft Dynamics CRM
91%Customer satisfaction
250+ CLIENTS
1,000+
PROJECTS30% Microsoft Dynamics CRM27% Salesforce42% Other Customer Engagement services
427Consultants with customer engagement expertise
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DENVER
LONDON
SAN FRANCISCO
SOUTHERN CALIFORNIA
PHOENIX
DALLAS
HOUSTON
MINNEAPOLIS
PORTLAND
SEATTLE
ATLANTA
CHICAGO NEW YORK
BOSTON
HARTFORD
A business and technology consulting firm with more than 2,500 consultants across 15 offices in North America and London.
We help clients from global brands to emerging companies
Local customer engagement projects
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Academy of Motion Picture Arts & SciencesCRM system implementation for the movie industry library and OSCARS® events.
Advantage Sales & MarketingCRM system implementation for in-store experience scheduling system for supermarkets.
American Homes 4 RentCRM system integration with SharePoint, website and accounting system for real estate.
The Active NetworkImplemented knowledge portal and agent console to increase self-service and lower cost-of-service.
Magento (acquired by eBay)Integrated CRM with chat and agent console to provide seamless customer service.
Toyota Motor SalesCRM platform evaluation and implementation for Toyota and Lexus.
Greystar Real Estate PartnersCRM system implementation to improve cross-BU communication and improve customer data quality.
Zodiac AerospaceCRM system implementation to standardize the sales process, increase productivity, data quality, and speed to market.
Neil BensonPractice Area Lead
Microsoft Dynamics CRM MVPCertified ScrumMaster
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Suman KonidanaPractice Area Lead
Salesforce Sales Cloud CertifiedCertified ScrumMaster
Charina PalmaPrincipal Consultant
Microsoft Dynamics CRM CertifiedCertified ScrumMaster
Todd BoergerPrincipal Consultant
Microsoft Dynamics CRM CertifiedSalesforce Certified AdminPMI Project Management Professional
Travis LacourConsultant
Salesforce Sales Cloud CertifiedCertified ScrumMaster
Cedrick HolmesConsultant
Microsoft Dynamics CRM CertifiedCertified ScrumMasterPMI Project Management Professional
Tiffany ChenConsultant
Salesforce Admin CertifiedSalesforce Sales Cloud CertifiedSalesforce Service Cloud Certified
Elyssa FoxConsultant
Salesforce Dev Certified
Stacy FairbrotherConsultant
Microsoft Dynamics CRM CertifiedSalesforce Certified Admin Certified ScrumMaster
Andy NauliConsultant
Microsoft Dynamics CRM CertifiedCertified ScrumMaster
Matt AkselConsultant
Microsoft Dynamics CRM CertifiedSalesforce Certified Admin Certified ScrumMaster
Slalom SoCal customer engagement team members
Juan RoblesConsultant
Salesforce Certified AdminSalesforce Certified Developer
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“An executive sponsor that espouses a clear vision, sets meaningful objectives and smashes roadblocks is vital. But only user adoption really matters. The best executives engage customers by first engaging employees.” – NEIL BENSON, PRACTICE AREA LEAD
SLALOM CONSULTING
APPROACH & CONTRIBUTION
• Over the course of three months, Slalom
employed a full-time solution architect with
part-time technical support to create
customizations.
• Out-of-box Service Cloud Console and Live
Agent protocols were configured and
integrated with standard and custom objects
• Custom Visualforce pages and Apex
controllers were created to handle
integration with go.magento.com and pass
customer pre-chat data through the
JavaScript-based Live Agent API.
RESULTS
• A Live Agent solution was implemented to work
seamlessly within the Service Cloud Console and
Salesforce Knowledge.
• Automated creation of Contacts, Accounts, and
Cases through the Live Agent API based on
customer data.
• Live Agent reports for agents to access during
analysis of chat sessions and integrate with Cases
and Entitlements.
• Integration with Magento Commerce customer
data for 1:1 matching with back-end databases
and Salesforce contact records.
Slalom consolidated customer service tools within Salesforce.com for Magento and eBay Inc., integrating Live Agent and the Service Cloud with the existing self-service portal to create a unified experience for both agents and customers.
BACKGROUND & VISION
• Magento and eBay Inc. sought to unify all
eBay subsidiaries on Salesforce as part of
the firm-wide “One Salesforce” initiative.
• Magento’s legacy customer service tools
were disjointed and not integrated within
Salesforce.com, leading to lost productivity
and out-of-sync reporting.
• Slalom was engaged to implement the
Service Cloud Console and Salesforce Live
Agent, integrating this solution into the
“Magento Go” self-service customer portal.
BACKGROUND
The Academy of Motion Picture Arts and Sciences (AMPAS) needed to replace a multitude of existing systems with a single, integrated enterprise architecture.
PROJECT
Slalom learned how AMPAS functioned as a business, then brought deep technical expertise blended with creative design to produce a dynamic, flexible, and original enterprise solution.
RESULTS
AMPAS now has significantly improved processes for tracking, relating, and archiving of assets through a single interface that uses Microsoft Dynamics CRM, Microsoft Dynamics GP, SharePoint, FAST, and Silverlight.
A new enterprise solution gets rave reviews
and helps the Academy of Motion Picture Arts and Sciences improve workflow.
analyze
design
deploy
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Biotech PharmaceuticalsFrom research and development to marketing and distribution, we help biotech and pharmaceutical leaders with some of their most strategic business challenges.
Business and Consumer ServicesWe help companies in this space grow their customer bases, improve their operations, and expand to new markets.
Financial ServicesWe partner with leaders in banking, and capital markets to develop and launch new operating models, identify and monetize new revenue sources, and gain more value from their compliance investments.
Food and BeverageWe bring strategic insights and solutions to some of the biggest food and beverage companies in the world.
HealthcareWe partner with healthcare providers and payers to strengthen their organizations, improve their systems, and empower their patients.
InsuranceWe work with insurers across healthcare, auto, life, and property to better determine risk, unlock information, and find new ways to reach customers.
Media and InformationWe help a wide variety of companies that share information, communicate their ideas and expand their audiences using the latest technology and services.
Non-profitWe help organizations that strengthen their communities better manage projects, budgets, and people.
Committed to your industry
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Real EstateWe help real estate-focused companies improve how they buy, sell, rent, and manage their commercial and residential properties.
RetailWe help retailers transform their organizations into seamless, customer-centric, omni-channel businesses, improve their supply chains, and develop and launch new products.
SoftwareWe design, develop, test, build, and manage software that powers our clients’ businesses.
TelecomWe help telecom leaders put the latest technology and thinking to work for their customers, employees, and organizations.
Utilities and EnergyFrom oil and gas to electric and renewables, we enable global utility and energy companies to improve their operations, connect their people across locations, and drive efficiency worldwide.
Committed to your success
We have won numerous awards for helping our clients and partners succeed,as well as topped countless rankings nationwide of best places to work.
NORTH AMERICAN ALLIANCE PARTNER OF THE YEAR 2013
© 2014 Slalom, LLC. All rights reserved. The information herein is for informational purposes only and represents the current view of Slalom, LLC. as of the date of this presentation.SLALOM MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.