There are very few companies that aren’t looking to lower their costs, enhance their operational efficiency and improve revenue performance. Connecting the dots in your ecosystem ─people and processes─ is vital to accomplishing these objectives.
Learn how one of our clients is engaging and supporting their clients with the power of Salesforce Communities.
You’ll learn how to:
Create an interactive community home page.
Use Chatter and collaboration with customers in a community.
Connect customers to the product management & development cycle.
Support complex case access and sharing controls.
Develop engaging UX/UI with CSS and Visualforce.
In this slideshare, our client, MedAssets, will tell the story of how they have improved the quality and effectiveness in healthcare with Salesforce Communities.
3. • Founded in 1997
• Public, NASDAQ: PRFT
• Major market locations throughout
North America
• Global delivery centers in China,
Europe and India
• >2,100 colleagues
• Dedicated solution practices
• ~85% repeat business rate
• Alliance partnerships with major
technology vendors
• Multiple vendor/industry technology
and growth awards
Perficient Profile
4. • More than 450 customers │ Completed ~ 3,000 Salesforce engagements
• Expertise: Sales and Service Clouds, Chatter, Portals, Communities,
Mobile and Custom Development on Salesforce Platforms
• Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail
• One of the highest Salesforce.com customer satisfaction ratings: 9.4 out
of 10!
Salesforce Practice
5. Practice Overview
• Service & support communities
• Multi-channel support
• Knowledge & self-service
• Live chat
• Mobile/embedded support
• Zendesk/RightNow migrations
• Complex community sharing
models
Our Current Focus A Few of our Successes
Communities & Service Cloud Practice
7. MedAssets & Salesforce
• Deployed in 2011
• 1,600 Unlimited Edition
• Sales, Service, Marketing Clouds
• Custom Application Development
• Prior Customer Portal was on the Salesforce
• Authenticated sites platform and was primarily only for
support cases
8. Client Community Portal Objectives
• Support entire customer
lifecycle
• Accommodate all
products/services
• Increase self-service
support resources
• Build a secure customer
community
9. Approach
• Use out-of-the box functionality as much as possible
– Profile
– People
– Files
– Groups
• Maintain corporate brand
• Team effort
– Client support
– Account management
– Product management
– Corporate & segment marketing
– Client training product implementations
– IT
10. Home Page
• Open support case
• Call to action
widgets
• Central “My Feed”
• “My Project” –
product
implementations
11. 1. Define projects related to program
2. Upload files
3. Manual share access to customers
Program Implementation Setup
12. Program Implementation Site
• Project team
collaboration
• Status of individual
projects
• Integrated Chatter files
with document related
list
13. Product Ideas
• Built on top of free
AppExchange App
“Ideas Widget Library”
• Topics = product
families
• Idea themes - beta
14. Products News Landing Page
• Open to entire
community
• Rich-text field
• Events widget
• “My Products”
pages controlled by
account “live”
assets
15. Product Page
• Rich-text field
• Events widgets
• Document widget
• Product specific
collaboration
16. Deployment
• Customer Communication
– Two minute marketing video http://communities.medassets.com
– Email communication (pre and post)
– Customer conference & regional user group meetings
• Metrics & Measurement
– Dashboard
• Logins
• Questions
• Ideas
• Most active users
– Google Analytics
• Browsers/screen size
• Page flow
• Average session time / # of pages in session
• Which pages being viewed
• Tip: Remember to filter out your domain/IP Addresses to not artificially inflate
numbers by employees
– In the future Chatter Analytics
17. Lessons Learned
• Test data queries in full sandbox (full data set)
• Change management for employees
– What goes between internal org versus community
• Nurturing a community is harder then deploying the
technology