Our client is a leading national insurance provider of vision care services, committed to ensuring customers receive the full benefits of their insurance coverage. A disruptor in the healthcare sector, the company was recently recognized as one of Fast Company’s Most Innovative Companies.

Despite a new Salesforce implementation, our client faced significant challenges with user adoption. The generic Salesforce setup lacked the necessary customization to address the unique needs of the business, leading to a system that was difficult to navigate and did not reflect the company’s evolving business processes.

Key challenges included:

• Poor User Adoption: The generic Salesforce implementation felt clunky and did not align with internal workflows.
• Inconsistent Data Quality: Opportunities were advancing through the sales process without critical data fields being completed, resulting in inaccurate reporting.
• Cumbersome Navigation: Users struggled to navigate record pages that were slow and difficult to work with.
• Inaccurate Forecasting: The complex Sales Renewal process was not properly integrated into Salesforce, making pricing and forecasting difficult and inaccurate.

To address these issues, we implemented a series of custom solutions that greatly enhanced Salesforce functionality and aligned it with the company’s business needs.

• Custom Apps: We configured custom apps tailored to each business unit, applying the company’s branding and logo to create a cohesive, familiar interface for end users.
• Data Validation Rules: We implemented complex validation rules to ensure that opportunities could not progress without the completion of key data fields, improving data accuracy and consistency.
• Enhanced Navigation: Lightning Records Pages were customized to incorporate dynamic Forms, Dynamic Actions, and Conditional Visibility. This allowed for single pages to support multiple business processes and record types, reducing complexity while maintaining flexibility.
• Sales Renewal Automation: Salesforce Screen Flows were used to automate the Sales Renewal process, which involved creating up to 36 individual services per client. Product and service pricing data was imported from spreadsheets into Salesforce Price Books to ensure accurate pricing.

The customized Salesforce solution delivered measurable improvements in both user experience and business operations:

• Improved User Adoption: Custom apps with the company’s branding created a more intuitive and efficient user experience. End users developed greater ownership of the platform, as it now reflected their unique business processes.
• Higher Data Quality: The introduction of validation rules significantly reduced the number of incomplete records and minimized the time required to correct missing data. This allowed for more accurate reporting and real-time insights.
• Faster Navigation: With the implementation of Lightning Records Pages, dynamic forms, and actions, users experienced faster navigation with fewer clicks, enhancing overall productivity. Additionally, business processes like the Deal Desk were integrated directly into the app, reducing reliance on external systems.
• Accurate Forecasting: The automated Sales Renewal process provided users with an interactive flow, ensuring accurate data migration from spreadsheets to Salesforce Price Books. This not only improved pricing consistency but also enabled precise forecasting, with clear insights into both products and revenue streams.

• Salesforce Sales Cloud
• Salesforce Flow

This tailored Salesforce implementation not only streamlined operations but also transformed how the client managed their sales process, making forecasting, pricing, and data management more efficient and accurate.

To learn more about how KeyNode Solutions can help you, please call us at 1-858-215-5371 or email hello@keynodesolutions.com today!