Case Study
Bell Canada
Saving Time and Money with Salesforce Community Cloud
Enhancing the Partner Community
A lack of centralized data was adding significant time to calls, and leading to inaccuracies in the system. But the team at Ateko was ready to help.
The Challenge
Bell Canada’s legacy system for Live-Order Entry (LOE) was manual and inefficient, resulting in significant time and cost overheads. The process involved multiple agents, with Field Agents needing to work with Contact Center Agents to verify customer details before orders could be completed. This process was time-consuming and costly, as Bell was billed for the duration of these calls.
Goal #1
The primary goal was to reduce the average time on call for Live-Order Entry Teams.
Partner organizations charge by the minute, and expenses were growing.
Goal #2
Extend the functionality of Community Cloud to Partner Agents, granting them instant access to pre-populated customer data.
Bell wanted to improve overall efficiency and minimize the chance for errors in data entry.
The Solution: Community Cloud
To achieve these goals, Bell partnered with the Ateko Salesforce Team to implement a Partner Portal within their existing Salesforce Community Cloud platform. This portal was designed to streamline the LOE process and provide partners with access to real-time customer data.
The Partner Portal introduced several key improvements.
References to Existing Salesforce Data
The system now integrates and pulls the pre-existing information for Opportunities and Contacts in Salesforce Sales Cloud.
This aids in identity verification and ensures accurate spelling of important customer information including email and address.
Reduced Manual Data Entry
These new features virtually eliminate the need for manual data entry by sales representatives.
With direct access to the accurate information in Salesforce, the likelihood of errors is minimized and significant time is saved.
Key Success Metrics
The implementation of the Partner Portal yielded significant improvements in efficiency and cost savings:
- Reduced Call Times: While the initial forecast was to save 3-4 minutes per call, the actual time savings achieved were between 7-9 minutes per call.
- Cost Savings: Over five years, the cumulative savings from reduced call times are estimated to be $4 million.
- Increased Sales Efficiency: Sales representatives can now focus more on customer engagement and sales activities, potentially leading to increased sales.
“We highly recommend this team of Salesforce experts to any organization looking to optimize their partner operations and drive business value.”
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