We had a pretty large Salesforce deployment across our company. This deployment was for all internal customers around our globe, such as shared services and business services, which were connected with the contact centers in each region of the world (NA, LATAM, ASPAC and EMEA). Salesforce was the platform that we consolidated all our Level 1 and Level 2 processes on. We brought it together with Genesis across all call centers which integrated our platforms.
When we first did the assessment, this was at a global level. We were putting in a standardized software platform for all the corporate functions, such as HR, finance, procurement, payroll, and compliance. We standardized all their processes on Salesforce case management and knowledge management. Key day to day to day integration was required with ServiceNow and Workday and other financial systems, such as SAP. We used Salesforce as one of our enterprise platforms.
We use ServiceNow for the IT side of our operations and needed to e-bond tickets and requests across these systems
The most valuable features of Salesforce Einstein Analytics is the flexibility around the deployment, overall capabilities, user-friendliness, and interactions with the tools that came built with it.
The interaction with AI for Salesforce Einstein Analytics was required for our contact agents and some of our portal capabilities. With the Bot and self-service capabilities, we built a global portal. The Salesforce Einstein Analytics and automation capabilities were key for the self-service capabilities that we were trying to deploy as part of this digital transformation. We put all of our documents in and we digitized almost all documents and put everything online. Salesforce Einstein Analytics helped in the evaluation of these solutions. It helped navigate for the end-users which were all internal. We had some external requirements as well because we ended up providing procurement and financial services for third party invoicing and procurement. Salesforce Einstein Analytics Einstein helped in the user effectiveness and efficiencies around the interactions.