Euresys: optimising a Salesforce environment
Context
After eight years of using Salesforce and five years of Pardot (Account Engagement), Euresys had built up significant technical debt, the result of several changes of integration partner.
The company was looking for a partner able to take over the maintenance of its Salesforce environment, resolve the existing issues and optimise the use of its marketing and after-sales support tools.
Objectives
Euresys wanted to make the tracking of website visitors and their conversion into leads in Account Engagement reliable, while fixing the malfunctions in its marketing automation programmes.
The company also needed to improve customer support management through Service Cloud, as well as its customer and partner communities. Finally, modernising the email templates, integrating webinar management and strengthening the security of the Salesforce organisation to meet new compliance requirements were among the priorities.
Solution developed by Yelido
On Account Engagement (Pardot), the team restored web tracking and the marketing automation programmes. The email templates were reworked with dynamic personalisation by region, and webinar management was integrated into the platform.
On Service Cloud, Yelido optimised support ticket management as well as the customer and partner communities, fixing notification issues and adapting the workflows to the different regions.
The collaboration also includes support with Salesforce security updates, complete technical documentation and on-demand support.
Benefits
Marketing automation works again and enables effective lead tracking. Web tracking now gives full visibility of the visitor journey, right through to conversion.
Support teams receive their notifications reliably, whoever the contact is. The organisation is ready for the security updates required by Salesforce, and the documentation and training allow the internal teams to manage day-to-day operations independently.