Euresys: Optimizing a Salesforce Cloud
Context
After eight years of using Salesforce and five years of using Pardot (Account Engagement), Euresys had accumulated significant technical debt as a result of several changes in integration partners.
The company needed a partner capable of taking over maintenance of its Salesforce environment while resolving existing issues and optimizing the use of marketing and post-sales support tools.
Objectives
Euresys wanted to improve the reliability of web tracking and the conversion of visitors into leads in Account Engagement, while resolving issues with its marketing automation programs.
The company also needed to improve customer support management via Service Cloud and its partner and customer communities. Finally, modernizing email templates, integrating webinar management, and strengthening the security of the Salesforce organization to meet new compliance requirements were among the priorities.
Solution developed by Yelido
On Account Engagement (Pardot), the team restored proper functionality to web tracking and marketing automation programs. Email templates were updated with dynamic personalization by region, and webinar management was integrated into the platform.
On Service Cloud, Yelido optimized the management of support tickets and customer and partner communities by resolving notification issues and adapting workflows to different regions.
The collaboration also includes assistance with Salesforce security updates, comprehensive technical documentation, and on-demand support.
Benefits
Marketing automation is up and running again, enabling effective lead nurturing. Web tracking now provides complete visibility into the visitor journey all the way through to conversion.
Support teams receive notifications reliably, regardless of the contact person. The organization is prepared for the security updates required by Salesforce, and the documentation and training enable internal teams to manage day-to-day operations independently.
