“You just can’t jump in all by yourself to accomplish such a comprehensive task – we couldn’t do it without an

expert consultant”

The formidable objective of exceeding each client’s individual expectations was placed in the charge of the Director of Service and Implementation, who quickly determined that Netchex could not internally meet this need. Netchex required optimization of their Salesforce Sales Cloud™, integration of their Marketing Autmation platform, and introduction of the Salesforce Service Cloud™ to shift from a cumbersome paper-based process to a streamlined customer service computer system - which meant that Netchex needed to find someone they could trust to deliver this technology.

Copyright © 2013 CRM Evangelist, LLC. All rights reserved. www.crmevangelist.com

So, Netchex began the search for a consulting firm with experience in mission critical deployment, with advanced practice in the utilization of best industry procedures, and a broad skillset (i.e., Sales Force Automation, Marketing Automation, Avaya CTI integration, portals, data integration, and call agent performance).

At this point, Netchex was referred to CRM Evangelist – a Salesforce.com® Silver Cloud Alliance partner with expertise in the introduction of cloud technology into companies – by Salesforce.com to assist Netchex in optimizing operations and

Netchex exists to help businesses by providing services such as payroll/tax services, human resource management, and benefits administration amongst other services. As the kind of company that believes the client is their number one priority, Netchex’s clients are assigned a dedicated service representative who is not only familiar with the clients’ specific needs, but does everything within their power to ensure those needs are met. The focus of Netchex is to maximize the quality of services for their clients, which method is proven by their 97% customer retention rate. And then Netchex set a new objective to not simply meet the clients’ needs but to exceed their expectations.

THE COMPANY

THE CHALLENGE

TO EXCEED CUSTOMER EXPECTATIONS TURN TO THE PROS AT CRM EVANGELIST

THE DECISION

Copyright © 2013 CRM Evangelist, LLC. All rights reserved. www.crmevangelist.com

After receiving formal approval to proceed, the CRM Evangelist team of expert consultants sprang into action. In a mere nine weeks, the full Netchex Salesforce CRM implementation was completed.

Major milestones of the project included:

• Migrated information from paper management to Salesforce using better integration of existing cases with new cases and inbound information

• Enabled Salesforce Solutions adoption to internal S a l e s f o r c e . c o m Knowledge Base, making it easy for agents to navigate, find, and browse issues and resolutions, as well as enabling keyword search for solutions

• Visibility to management through reporting and dashboards to show group as well as individual customer service representative performance

• Standardized processes such as validation rules and workflow actions and enforced business rules and processes by preventing missing information, skipped steps, and human error, e.g.: cases cannot be closed until all fields are entered or

THE RESULT“Our goal going in was on a scale we had never done before. CRM Evangelist helped us find the low hanging fruit that we could get to and turn around quickly to more effectively increase revenue.”

- Netchex Founder and CEO

customer service.

With confidence that the Salesforce.com partner would lend vital aid to meeting their new objective, the Netchex CEO reached out to CRM Evangelist.

To clearly establish Netchex’s goals, CRM Evangelist visited onsite. CRM Evangelist asked probing questions to best determine what was required to fulfill these aspirations. Impressed, the CEO asserted, “they [CRM Evangelist] were professional and spent time trying to understand our needs -- they didn’t just pull the trigger and leave.”

Copyright © 2013 CRM Evangelist, LLC. All rights reserved. www.crmevangelist.com

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cases that are open longer than expected send an alert to a supervisor.

• Avaya CTI adapter installed, integrated with Salesforce and configured to provide a pop-up window of customer contact using automatic look-up from incoming caller’s phone number

Prior to the cloud enhancements implementations, if an employee were out of the office, it was inefficient for another employee to step in and handle the case. However, now they are able to track their clients’ cases within the Salesforce Service Cloud, and it is simple for any employee to locate and update a case. Additionally, employees are able to view a customizable dashboard that displays their schedule for the day, coworkers’ projects, and clients’ needs. To complete the project, CRM Evangelist formally trained Netchex staff on how to use the Salesforce

Service Cloud system.

Netchex said that they found the CRM Evangelist consulting team to be “very organized” and “very easy to work with” which made the whole process “no problem at all.” CRM Evangelist was able to prove they were the right team for the project and helped Netchex reach their goals.

Today the business relationship between CRM Evangelist and Netchex continues to thrive as CRM Evangelist provides on-demand support to Netchex and makes system tweaks to continually improve the efficiency of the cloud enhancements. Through the renovations made by CRM Evangelist, business at Netchex is running more smoothly that ever before. Netchex is able to focus more time with the client, enabling them to reach their objective of surpassed customer service.

Netchex affirms that CRM Evangelist set the right foundation “to make us that much better!”

“A great group, very organized, lived by

the team effort. CRM Evangelist really lived up to

all expectations.” -Director of Service and Implementation