Salesforce CPQ Enhances Case Resolution Speed by 45% for a Premier Fire and Life Safety Services Provider

The client is a prominent fire and life safety services provider in the Northwestern U.S., which offers comprehensive “single-point-of-management” compliance services and solutions. They collaborate with Fire King, a company focusing on fire extinguisher sales and services, cylinder requalification and maintenance, and overall fire protection services in Western Washington.

The client encountered challenges with case management, data collection integration, and contact management. Here’s an overview of the business challenges:

Unable to Manage Cases Competently

• Fragmented Case Information: Without a unified system, case information was scattered across various platforms, making it difficult to track and manage each case.
• Manual Processes: Reliance on manual processes for case management led to delays and errors.
• Lack of Real-Time Updates: Delays in updating case statuses hindered timely resolution and affected customer satisfaction.
• Poor Visibility and Reporting: Inadequate reporting tools prevented managers from having a clear overview of case progress and performance metrics.

Data Collection Integration with Formstack

• Data Silos: Collecting data through Formstack without proper integration led to data silos, where information was isolated in different systems and not easily accessible.
• Manual Data Entry: Manually transferring data from Formstack to Salesforce was time-consuming and prone to errors.
• Inconsistent Data Formats: Differences in data formats between Formstack and Salesforce complicated integration and led to inconsistencies.

Manage Contacts Linked to Multiple Accounts

• Complex Relationships: Contacts had relationships with multiple accounts (e.g., a consultant working with several companies), complicating the management of these relationships.
• Duplicate Records: Without proper management, contacts linked to multiple accounts resulted in duplicate records, which led to data inconsistency and confusion.
• Tracking Interactions: Monitoring interactions and activities across multiple accounts proved to be challenging, which affected the ability to provide personalized service.

LevelShift used Salesforce CPQ to streamline the business process for the client.

• Optimized Quoting Process: We automated the client’s quoting process, leading to a reduction in manual work and error minimization. This automation ensured the rapid and accurate generation of case-related quotes.
• Dynamic Pricing and Discounts: CPQ provided the client with access to real-time pricing and discount functionalities, which facilitated swift and precise management of pricing queries and adjustments related to cases.
• Advanced Reporting Capabilities: CPQ’s comprehensive reporting tools equipped the client with an in-depth analysis of quotes, configurations, and case-associated pricing. These insights enabled managers to closely monitor performance metrics and identify areas for process improvement.
• Tailored Quoting Experience: Through CPQ, personalized quotes were crafted to cater to the specific requirements and interactions of contacts across multiple accounts. This customization not only ensured relevance but also aligned quotes with each customer’s individual context, elevating the overall customer experience.

• Faster Case Resolution Time: Centralized management and automation have improved response and resolution times by 45%, leading to increased customer satisfaction.
• Improved Accuracy: Automated processes have reduced human errors by 99%.
• Better Visibility and Control: Real-time tracking and detailed reports provide managers with better control over case progress and team performance.
• Boosted Productivity: Streamlined processes have freed up support agents’ time to focus on complex issues, increasing operational productivity by 73%.
• Heightened Customer Satisfaction: Improved and precise case management has resulted in 100% customer satisfaction and improved loyalty.