Connecting with customers through multi-channel communications

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.


Helping to build a better E*TRADE

The Objective

E*TRADE asked us to guide the organization with the continued adoption of 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:

✓ 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.


Using Salesforce to serve its employees and partners

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 and Alternative Solutions to provide a solution.

Products Implemented

✓ Care Center 360™ Service Cloud for Case Management

✓ 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



Providing guided selling and quoting to its sales channels

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.


Tires are just the beginning

The Objective

Searching for a way to automate case management and capture eligible program customers along with the customer’s exact geographic location to be able to identify registered service providers to provide roadside assistance in a timely manner, the client looked to and Alternative Solutions to provide a solution.

The Deliverables

✓ Implemented an Agent Console to allow the customer support agent the ability to manage multiple intake channels (email, phone, text).

✓ Use of knowledge articles to equip the agent with a method to quickly solve common issues.

✓ Use of mapping tool to geo locate customers in order to quickly find and deploy assistance in a timely manner.

✓ Created an algorithm to rank and score vendors that provide service to clients in a pre-defined manner.

The Benefits

✓ Significant improvements on client’s internal support processes, thus ensuring new business and extended contracts with current customers.

✓ Significant improvement of customer service agent response time.

Our Hubs

Chicago, IL

70 West Madison Street,
Three First National Plaza, Suite 1400
Chicago, Illinois 60602

Dallas, TX

2911 Turtle Creek Blvd.,
Suite 300
Dallas, Texas, 75219

Atlanta, GA

3399 Peachtree Road NE,
Suite 400
Atlanta, GA 30326

Nashville, TN

2550 Meridian Boulevard,
Suite 200
Franklin, TN 37067