Small Business AI – Biz Automation ?

We are too small for AI – Business Automation….. are you ? if not you are your competitors gaining an exponential advantage using it? I will offer an example of how even a business of modest means can greatly benefit their bottom line using Salesforce Automation tools.

Use case: Customer Manually e-mails customer satisfaction survey for all Tech Support Cases. In this example the Business was using Salesforce for all of it’s tech support cases.  They knew who handled the case, who the customer was, the products involved, and the person they dealt with at the customer end.


Solution: First we determined that this was an on going process, the process was well defined and we had the data to send the e-mails to the right people. No use automating a one off or sending random e-mails to everyone. The person manually sending the e-mail spend 100 hours a year on this process. I estimated that the labor cost was $3,000 per year. They provided me a copy of the e-mail so I could create a Template for our automation to use. We personalized the template (Much like a mail merge) so it grabbed the Customer Name, Company, Product, Customer Satisfaction Survey Link, the Tech Support Agents name, Case Number etc.

Next I wrote a Salesforce Workflow that would run when a case status was changed to Closed, included specific products and was closed that week. Once those conditions were met the Workflow fired sending a copy of the Personalized email with the link to our customer satisfaction survey.  We then tested our Workflow & Template in the Sandbox before going live. This workflow took all of 4 hours to write, test, an implement. Cost to create $450.00 First year Net Savings $2500, next year Savings $3,000, last I knew it was still running and that was 3 years ago.

I don’t suppose any of this applies in your world? on the off chance it does it might be worth a quick conversation.

About Phil Sallaway - Manager Orange County California

Manager at SalesForceMaven in Orange County California. He is a Salesforce Consultant with a strong Marketing & Sales background.
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