Can you share any information that demonstrates the impact that this project has had on your business?
There is no secret that current clients bring about 75% of the revenue to the business. One of the core business focuses at SmartexLab is to enhance customers’ satisfaction and as the result retention rate. By the delivered solution we’ve increased the confidence of our client, recommendations and have got another profitable project from him.
At Smartexlab we always stay informed of our clients’ success and try to collect information about the benefits they’ve got working with us. This client shared thу info that the implementation of a ticket support system reduced the churn rate for 15%. It means that Lightpoint team helped our client painlessly build in a new custom logic into the functioning business processes, migrate their data (it’s huge) with no loss of objects from the previous CRM, with the improved reporting system they’ve got the opportunity to see clearly their growth points.
The scope of work that was delivered by the LP team: Data Migration from the previous CRM to the Salesforce system; Rules customized so the sales rep could validate record data during the sales processing and fill up fields as required during the selling procedure;
Workflow rules customized so the customer-owner was enabled to change an order status no matter on what stage & condition the order is.; Implementation & Automation of mailing logic that provides the ability to send a particular email-template in response to a particular action; Automation of task assignments & notifications for a Sales reps; Process Builder Flows customized so customers with certain work type orders could be assigned to the specific group of sales; The process of the price & discount calculation before the Opportunity is Closed automated; Automation of the Support process depending on the ticket type; Implementation of a Custom Client Submission Form with Authentication available on desktops, tablets, and mobile devices; Reduction of the Time spent on order evaluation; Sales department efficiency increased.
How was project management arranged and how effective was it?
They’re perfectly organized & self-motivated. I am a pretty demanding client as I run the same kind of business and have great insight, however, the Lightpoint team & its Salesforce crew exceeded my expectations. All the interactions were logged and approvals were maintained.
What did you find most impressive about this company?
The whole team is fully involved, each of them cares about every feature and it’s impact, trying to contribute by sharing their ideas, experience or vision. They exceed expectations, making just pretty simple things: staying flexible and curious.
Are there any areas for improvement?
Lightpoint Global has proved to be a reliable partner. All tasks were completed quickly and at a high professional level. However, based on customer needs, I would recommend improving data security services. It will also enable highly increase Softline and LightPoint Global collaboration.
Their team's efforts were highly effective. Lightpoint Global's development project was completed on time and they implemented a series of new automated features. Organized and self-motivated, their team was fully involved and cared deeply about the project. They were reliable and hard-working.