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Case Studies

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Using Salesforce to serve its employees and partners

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The Objective

Struggling to service its over 55,000 Humana business partners and employees, the company needed a better solution for guiding the creation and processing of Business Service Requests (BSRs) necessary for Humana to support its healthcare members. Humana looked to Salesforce.com and Alternative Solutions to provide a solution.

Products Implemented

  • Care Center 360™ Service Cloud for Case Management
  • Salesforce.com Partner Community (58,000 community users)
  • Informatica® Cloud Integration

The Deliverables

  • Re-designed security model (profiles, permission sets, role hierarchy, SSO) to allow flexible scalability in their environment
  • Implemented consistent user experience across the various user types
  • Implemented real time data visualizations used by Humana management to monitor critical KPI’s and identify areas for improvements to the process

The Benefits

  • Significant improvements on Humana’s internal support processes, thus eliminating timely mistakes in customer requests
  • Customizable dashboards provided real-time insight into the current state of active BSR’s at any stage of the process

Helping to build a better E*TRADE

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The Objective

E*TRADE asked us to guide the organization with the continued adoption of Salesforce.com by the Trading, Margin, Lending and Cash Management business unit for analyzing customer feedback. Increasing Data Integrity and implementing a Business Intelligence tool was integral.

The Deliverables

Provide analysis and visualization on enterprise customer feedback processed from various intakes:

  • etrade.com website visitors
  • Customer Satisfaction Surveys
  • Customer Services Phone Support

The Benefits

Provided common dashboard of Key Process Indicators (KPIs) that will be used to measure customer responsiveness to E*TRADE products and product features.

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The Objective

Struggling to service its over 55,000 Humana business partners and employees, the company needed a better solution for guiding the creation and processing of Business Service Requests (BSRs) necessary for Humana to support its healthcare members. Humana looked to Salesforce.com and Alternative Solutions to provide a solution.

Products Implemented

  • Care Center 360™ Service Cloud for Case Management
  • Salesforce.com Partner Community (58,000 community users)
  • Informatica® Cloud Integration

The Deliverables

  • Re-designed security model (profiles, permission sets, role hierarchy, SSO) to allow flexible scalability in their environment
  • Implemented consistent user experience across the various user types
  • Implemented real time data visualizations used by Humana management to monitor critical KPI’s and identify areas for improvements to the process

The Benefits

  • Significant improvements on Humana’s internal support processes, thus eliminating timely mistakes in customer requests
  • Customizable dashboards provided real-time insight into the current state of active BSR’s at any stage of the process
Learn More

The Objective

E*TRADE asked us to guide the organization with the continued adoption of Salesforce.com by the Trading, Margin, Lending and Cash Management business unit for analyzing customer feedback. Increasing Data Integrity and implementing a Business Intelligence tool was integral.

The Deliverables

Provide analysis and visualization on enterprise customer feedback processed from various intakes:

  • etrade.com website visitors
  • Customer Satisfaction Surveys
  • Customer Services Phone Support

The Benefits

Provided common dashboard of Key Process Indicators (KPIs) that will be used to measure customer responsiveness to E*TRADE products and product features.

    Connecting with customers through multi-channel communications

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    The Objective

    This customer is a major retailer with 130 locations nationwide and offers specialized products, accessories, and professional service to recreational vehicle owners. The customer engaged Alternative Solutions to design and build a solution that allows over 4,000 sales staff members to communicate with their customers through calls, text messages, and emails directly from the Salesforce platform. They also needed to track and log these customer interactions to build internal metrics, improve performance, and give Management data to make informed decisions.

    The Deliverables

    Alternative Solutions chose Twilio to extend the native functionality of the Salesforce Platform. The consulting team built a custom solution that integrated the 2 applications and allowed this retailer to accomplish their objective for communicating with customers.

    • Prioritized tasks and created a custom Utility component allowing the sales staff to place calls, send / receive text messages, and send emails from one screen in Salesforce.
    • Created a phone number management system to give each user a unique and concealed local phone number to contact customers. The local phone numbers are recyclable and usable for new hires to control costs.
    • Call, text, email logs, optional recordings, and opt-in/out processes were created to track interactions, increase customer touches, and improve their sales process.

    The Benefits

    Using Twilio allows this retailer to reach their customers across multiple communication channels, the way the customers prefer to communicate. The solution with Salesforce increased communication, improved interactions, and recorded results of all interactions.

    Providing guided selling and quoting to its sales channels

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    The Objective

    Atkore focuses on delivering value-added solutions to the electrical raceway markets. Alternative Solutions was brought in to customize and design a quoting application that would allow Atkore to stay on top of customer demand. Atkore’s main objective was to implement an automated solution that would enable Atkore’s sales reps to eliminate redundant proposals and streamline the quote to order process.

    The Deliverables

    The system gave Atkore the ability to:

    • Manage the entire quoting process in one user experience (quote entries, approvals, etc.).
    • Create and synchronize sales projections in the quote with the company’s forecasting application – all based on the input from the quote.

    The Benefits

    With this new application, Atkore is able to have constant interaction with all quotes in every part of the sales process.

    Learn More

    The Objective

    This customer is a major retailer with 130 locations nationwide and offers specialized products, accessories, and professional service to recreational vehicle owners. The customer engaged Alternative Solutions to design and build a solution that allows over 4,000 sales staff members to communicate with their customers through calls, text messages, and emails directly from the Salesforce platform. They also needed to track and log these customer interactions to build internal metrics, improve performance, and give Management data to make informed decisions.

    The Deliverables

    Alternative Solutions chose Twilio to extend the native functionality of the Salesforce Platform. The consulting team built a custom solution that integrated the 2 applications and allowed this retailer to accomplish their objective for communicating with customers.

    • Prioritized tasks and created a custom Utility component allowing the sales staff to place calls, send / receive text messages, and send emails from one screen in Salesforce.
    • Created a phone number management system to give each user a unique and concealed local phone number to contact customers. The local phone numbers are recyclable and usable for new hires to control costs.
    • Call, text, email logs, optional recordings, and opt-in/out processes were created to track interactions, increase customer touches, and improve their sales process.

    The Benefits

    Using Twilio allows this retailer to reach their customers across multiple communication channels, the way the customers prefer to communicate. The solution with Salesforce increased communication, improved interactions, and recorded results of all interactions.

    Learn More

    The Objective

    Atkore focuses on delivering value-added solutions to the electrical raceway markets. Alternative Solutions was brought in to customize and design a quoting application that would allow Atkore to stay on top of customer demand. Atkore’s main objective was to implement an automated solution that would enable Atkore’s sales reps to eliminate redundant proposals and streamline the quote to order process.

    The Deliverables

    The system gave Atkore the ability to:

    • Manage the entire quoting process in one user experience (quote entries, approvals, etc.).
    • Create and synchronize sales projections in the quote with the company’s forecasting application – all based on the input from the quote.

    The Benefits

    With this new application, Atkore is able to have constant interaction with all quotes in every part of the sales process.

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      Community Partners

      “Community partners like Alternative Solutions are making a huge difference in the lives of our youth and families even with the most simplest of gestures, from donating clothes to a family in need or providing a holiday memory to a child who might otherwise not even receive one gift…to life changing investments, like financially assisting a young adult to fulfill the dream of a college education after aging out of state custody with no family or other support. We simply can’t make these monumental changes without the help of our corporate partners and community volunteers…it truly does take a village.”

      Rae Ryan
      Youth Villages | Director of Development

      Youth Villages – The Force for Families

      Youth Villages cares for the most vulnerable, emotionally and behaviorally troubled children in our community. Most have experienced abuse, neglect and/or violence. Short-term goals include providing food, water, clothing, shelter and safety. Long-term goals are to provide basic and immediate needs, but not necessarily a “hand out,” rather a “hand up,” to serve as the catalyst for getting families back on track. Youth Villages does this by education, counseling, and introducing families to community resources that can improve their overall living situation and future success.

      Runnin’ Free Ranch

      The mission of Runnin Free Ranch is to provide a non-judgmental, non-pressured environment where veterans, at-risk youth, those with special needs and their families can experience freedom, hope and positive life-changing relationships through the facilitation of equine assisted activities and counseling.

      Nashville Adult Literacy Council

      The NALC is focused on helping to improve adult literacy along with English skills which positively impacts the Nashville community. Their belief in empowering adults throughout the community by providing educational gains has resonated with Alternative Solutions. We support their continued efforts to make a vital and meaningful contribution to our community. We were able to help NALC kick off their Salesforce Enterprise Edition for Nonprofit to help manage their relationships between individual donor, student and tutor progress, and volunteer management. Our relationship has continued with pro-bono work including end-user training, recommendations for apps to enhance their business process and to provide additional admin support for their Org. This organization provides help to more than 1,000 people each year and works with nearly 500 amazing volunteer tutors.

      United Way of Wayne and Holmes Counties, Inc. (Ohio)

      The mission of United Way of Wayne and Holmes Counties, Inc. (Ohio) is to mobilize community resources to help people measurably improve their lives. They believe everyone deserves the opportunity to live their best life in their communities. Helping more than 30,000 different local people each year, requires a significant number of donors and amount of money. Alternative Solutions helped United Way of Wayne and Holmes Counties set up their Salesforce NPSP to ensure donors feel engaged, acknowledged, and loved and staff feel empowered to fundraise efficiently and build lasting relationships with community members who choose to be part of the united solution.