Harmonizing Operations – How a Media & Advertising Giant Streamlined Sales, Service, and Legal with Salesforce

The Challenge:

A global media and advertising conglomerate, facing increasing pressure to optimize operations and enhance collaboration across departments, struggled with disparate systems and fragmented workflows. Their sales, service, and legal teams operated in silos, relying on outdated tools and manual processes. This resulted in inefficiencies, data inconsistencies, and a lack of visibility into key performance metrics. Specifically, their sales team struggled to manage leads and opportunities effectively, their service team lacked a unified view of customer interactions, and their legal team faced bottlenecks in contract management and approvals. The company needed a solution that could integrate these critical functions, streamline workflows, and improve collaboration across all departments.

The Solution:

Recognizing the transformative potential of a unified platform, the media giant partnered with [Your Consultancy Name] to implement a comprehensive Salesforce solution. Our team conducted a thorough analysis of their existing processes, identifying key pain points and outlining specific requirements for each department. We then designed and implemented a tailored solution that included:

• Salesforce Sales Cloud Implementation: We configured Sales Cloud to streamline the sales process, from lead generation and opportunity management to sales forecasting and reporting. Customizations were made to align with the company’s specific sales cycles and deal structures.
• Salesforce Service Cloud Implementation: We implemented Service Cloud to unify customer interactions across all channels (phone, email, chat, social media), enabling the service team to provide faster, more personalized support. Case management and knowledge base functionalities were configured to improve efficiency and customer satisfaction.
• Third-Party Integrations: Recognizing the need for seamless data flow, we integrated Salesforce with the company’s existing media systems, DocuSign, and billing platforms. This enabled automated data synchronization, eliminating manual data entry and ensuring data accuracy. Specifically:
  • Media System Integration: Integrated Salesforce with their media buying and planning systems, allowing sales teams to access real-time campaign data and track progress against targets.
  • DocuSign Integration: Integrated DocuSign to automate contract generation, e-signatures, and approvals, significantly reducing the time required for legal reviews and deal closures.
  • Billing System Integration: Connected Salesforce with their billing system to automate invoice generation and payment tracking, improving accuracy and efficiency in revenue management.
• Custom Development: We developed custom Salesforce applications to address specific business needs, such as a centralized contract management portal and automated reporting dashboards for sales, service, and legal teams.
• Training and Enablement: We provided comprehensive training and support to all users, ensuring they were proficient in using the new system and maximizing its potential. We also developed customized training materials and documentation to facilitate a smooth transition.

The Results:

The implementation of the integrated Salesforce solution had a significant positive impact on the media and advertising company’s operations. Within a short period, they achieved the following results:

• 20% Increase in Sales Productivity: By automating key sales processes and providing sales teams with real-time access to customer and campaign data, sales productivity increased by 20%. The impossible goal – save 100,000 hours of work with Salesforce – was achieved and how!
• 15% Improvement in Customer Satisfaction: Unified customer interactions and improved response times led to a 15% increase in customer satisfaction scores, and a boom in the Out of home sector of the client.
• 30% Reduction in Contract Cycle Time: Automated contract generation and e-signatures through DocuSign integration reduced the contract cycle time by 30%, accelerating deal closures.
• Improved Data Visibility and Reporting: The integrated platform provided management with real-time insights into sales performance, customer service metrics, and legal contract status, enabling data-driven decision-making.
• Enhanced Collaboration: The unified platform facilitated seamless collaboration between sales, service, and legal teams, improving communication and reducing errors.

Conclusion:

By partnering with our consultants and implementing a comprehensive Salesforce solution, the media and advertising giant was able to transform their operations, improve efficiency, enhance collaboration, and drive significant business results. The integrated platform provided a single source of truth for customer and business data, empowering the company to make better decisions, improve customer relationships, and achieve sustainable growth. This case study demonstrates the power of Salesforce and strategic integration to harmonize complex business processes and unlock significant value for large organizations.