Client Overview
Location: Philadelphia, PA, USA
Employees: 100-250
Industry: Consulting, Insurance
Solution: Sales Cloud, Service Cloud, Pardot, PandaDoc, Intacct, CTI
Go-Live Dates: 2021: On Going Phases and Support
Exude, Inc. is a consulting firm that focuses on all things people in the areas of: Employee Benefits, Human Resources, Diversity/Equity/Inclusion, and Training & Development– aiming to improve employee and customer experiences while driving greater business results. Today, Exude has 450+ clients ranging from small startups to large businesses– taking pride in being good at ‘All Things People’.
Challenge
Decentralized data and systems across teams (phone system, email tracking, document generation, marketing, finance, sales, consultants, benefits, human capital, underwriting, account managers, client care) – creating less data integrity and reliability. Existing CRM did not serve as a single source of truth.
Relied heavily on spreadsheets and checklists for each department to track progress per client by line of business based on each renewal/coverage offering.
Could not clearly report on every aspect of the customer lifecycle from lead to customer of client support.
Solution
Custom solutioned Sales and Service Cloud to meet the needs of consultants, account managers, underwriters, sales, marketing, finance, and client care teams
Migrated and normalized data from previous CRM system based on reengineered process design
Connected all marketing touchpoints into one unified lead pipeline – including website, paid advertising, social media, and events.
Developed opportunity process by coverage to automatically spin up renewals; flows and process builders were created to update status based on each line of coverage.
Automated project team assignments and custom project checklists for each policy and project team member
Integrated email and phone call tracking
Create projects, track payments, and recognize commissions against sold work.
Result
Complete 360 view of engagement with accounts from every department – from prospect to closed won to continuing support.
Automatically generated renewal opportunities and project checklists for each project team member.
Highly segmented account-based marketing targeting.
Integrated third-party tools to Salesforce and Pardot.
Holistic view on Client Care time spent on cases and case reasons
Custom reporting for each department as well as internal reporting against goals.
Overall, more efficient account and time management.