Implementacija Salesforce-a u prodajni sektor i korisničku podršku
About client
BetKing je kompanija za sportsko klađenje iz Lagosa, Nigerija, koja nudi onlajn usluge širom Nigerije. Portfolio usluga uključuje sportsko klađenje, koje nije ograničeno na fudbal, hokej, kriket, tenis ili košarku, već na razne druge sportove, ali i vrhunske virtuelne igre, sa ekskluzivitetom na Kings Leauge i Colour-Colour.
BetKing nudi agencijske mogućnosti za pojedince koji žele da pruže korisnicima usluge klađenja izvan BetKing mreže.
BetKing je brend kompanije SV Gaming Limited.
BetKing je kompanija za sportsko klađenje u Africi sa više od 15.000 kladionica širom Nigerije, sa vrlo ambicioznim planovima za dalji rast.
Challenge
Najveći izazov koji je stavljen pred nas je bio usklađivanje brzine rasta poslovanja s puno novih zaposlenih, kao i postavljanje i poštovanje procesa rada kompanije koji su se neprestano menjali.
Poslovanje se uvek prilagođavalo potrebama tržišta kako bi se stvorili uslovi za otvaranje tako velikog broja kladionica u prilično kratkom periodu.
U tako turbulentnom periodu, vrlo je važno imati menadžment sa dugoročnom vizijom, misijom i strategijom. Upravo ta bezrezevna podrška koju smo imali od strane menadžmenta je omogućila da sve faze proteknu savršeno.
Menadžment tim je svojom stručnošću i znanjem iz različitih domena bio tu da podrži stvaranje cele strukture, da nam pomogne u pripremi i procesu oblikovanja procesa, uzimajući u obzir buduće planove i strategije.
Naš tim Salesforce konsultanata je na osnovu iskustva sa različitih projekata kreirao roadmap i pomogao Projektnim menadžerima tokom tog puta da svi zajedno razvijemo rešenje kojim smo uskladili potrebe klijenata i krajnjih korisnika.
Solutions
In order to align business needs specified in the user stories with Salesforce solution and platform capabilities, few approaches, and Salesforce Solutions was used.
- Preparation with the discovery sessions where Salesforce BA and Salesforce consultants already applied some concepts during the user story shaping process with the client.
- Very friendly atmosphere with a lot of understanding from both sides and compromise in order to resolve all gaps.
- Salesforce Sales Cloud – as a based product for arranging Commercial part of business, offered solutions for the following:
- New shops application capturing process with Lead Management
- The onboarding process for new shops with Opportunity
- Recording Shop details in the Accounts
- Recording Online Players details in the Person Accounts
- Salesforce Mobile App for users (Account Managers) on the field for inspection, location capturing, easy access to shop data.
- Salesforce Service Cloud – as a based product for arranging the Customer Experience department, with the following items:
- Case Management for treating all inquiries, requests, and complaints from customers
- Live Chat – integrated on the public website
- Omni Channels for managing Customer Service workforce and different communication channels.
- WhatsApp, SMS, and Phone integration
- Shop Portals (Self-Service)
- Knowledge Management
- Field Service for field management within shops
- Social Studio as a part of the Marketing Cloud for managing Betking social networks.
- Two ways API Integration with BackOffice system
Results
From the business perspective some of the main goals are already achieved with the Salesforce system in place:
- All applications coming from potential shops via website form (that wants to become a part of Betking network) are treated without exception and followed up with predefined procedures and path.
- Account Managers on the field have access to Salesforce Mobile App where they can track all tasks, events, shops, cases, locations, routes, etc.
- Communication has been centralized inside the system, a lot of auto emails and notifications going to both internal users, shops and customers (online players).
- All communication channels for customer support are under the same umbrella (omnichannel) and their managing is a way easier than before.
- All necessary business data, like transactions, payments, balances, KPIs are exchanging between Salesforce and BackOffice system. So users inside customer support and commercial teams have all information as a 360 customer degree on one click away.
- Average time for case resolution is double less than before the Salesforce
- Internal communication between different teams and departments has been increased and everything is recorded inside the system and can be attached to specific records.
- Reports and Dashboards are able to show all valuable data from business and have a clear and complete picture of the current situation – which speeds up decision making and management operations.
Technology
- Salesforce Sales Cloud
- Salesforce Service Cloud (with Knowledge)
- Social Studio
- Salesforce Community Cloud
- Salesforce Mobile App
- Lighning Platform for custom development
- Integration with REST API and Platform Events
- Threed party apps from AppExchange
- For Duplicate Management and Data Cleansing
- For SMS integration
- For Phone integration