Project Name : PromoPros CRM Autmomation
Description :
Developed and enhanced several Salesforce features to streamline customer feedback integration, case management, order management automation, and advanced user interface integrations. Leveraged Apex triggers, Visualforce, Aura Components, and Lightning Web Components (LWC) to improve customer service, operational efficiency, and user experience.
Technology Used :
Platforms : Salesforce
Tools : Salesforce Apex, Visualforce, Aura Components, Lightning Web Components (LWC)
Languages : Apex, JavaScript
Salesforce Features : Email Templates, Visualforce Pages, Apex Triggers, Case Assignment Rules
Methodologies : Agile, Continuous Integration and Deployment (CI/CD)
Case Study
Objectives :
Integrate a customer feedback system for improved customer service.
Enhance email-based case management and case owner management.
Automate order management processes.
Improve user interface with advanced integrations.
Key Features :
1. Integrated Customer Feedback System :
Customer Feedback Integration :
Developed an integrated feedback system within Salesforce using email templates that direct customers to a Visualforce page for rating their experience. The system intelligently creates a Customer Survey record for positive feedback and initiates a case for poor ratings, significantly enhancing customer service and responsiveness.
2. Email-Based Case Management Enhancements :
Case Status Automation :
Created an Apex trigger on the EmailMessage object to update case statuses and queue associations automatically when emails are linked to existing cases, optimizing case flow management.
3. Case Owner Management :
Automated Ownership Transfer :
Implemented a trigger on the Case object to automatically transfer ownership to a specific queue when a case is closed and the current owner is inactive, ensuring continuity in case handling.
4. Order Management Automation :
Order Delay Automation :
Developed a trigger on the Custom Order Line Object to automate the creation and updates of cases for delayed orders, linking each case to its respective Order record and managing case assignments to guarantee timely resolution of order issues.
5. Advanced UI Integrations :
PDF Quote Display :
Integrated an Aura component with a Visualforce page using JavaScript and Apex to display detailed PDF quotes in a modal, including product prices, descriptions, and delivery times. This functionality is accessed through a Quick Action, automating the attachment to Salesforce records and enhancing user interaction with immediate notifications. This setup ensures that users can generate and view PDFs seamlessly from within the Salesforce UI, thereby improving the efficiency and responsiveness of customer engagements.
6. Quote Management Improvements :
Seamless Quote Editing :
Implemented a Quick Action button linked to a custom Lightning Web Component on the Quote Request detail page. This setup allows users to edit and save new quotes seamlessly, with an Apex class automatically replicating all related product details from the original quote, ensuring data accuracy and efficiency in quote management.
7. Dynamic Case Assignment Configurations :
Dynamic Case Assignments :
Created varied case assignment rules to dynamically assign case owners based on triggers and direct interactions from the Case object detail page, improving operational responsiveness.
8. Large Order Case Handling :
Automated Case Updates :
Crafted a trigger that activates when a new case under the Clarification record type is created and linked with an EBS Order with a high total. This trigger ensures that any existing cases of the Large Order type associated with that EBS Order are automatically updated, enhancing data integrity and case management efficiency.
Business Benefits :
Increased Efficiency : Automated processes reduced manual effort and errors, saving time and resources.
Enhanced Customer Service : Integrated feedback systems and improved case management significantly boosted customer satisfaction and responsiveness.
Improved User Experience : Advanced UI integrations and dynamic case assignments enhanced user interaction and operational efficiency.
Better Collaboration : Automated case assignments and ownership transfers ensured continuity and collaboration across teams.
Achievements :
Customer Satisfaction : Achieved higher customer satisfaction scores due to responsive feedback management and streamlined case resolution.
Operational Efficiency : Reduced case resolution times and improved order management, leading to enhanced operational efficiency.
Innovation Recognition : Recognized for innovative use of Salesforce features, improving the company’s reputation within the industry.
User Engagement : High user engagement and adoption rates due to intuitive interface designs and automated processes.
Cost Savings : Optimized resource allocation and reduced operational costs through automation and efficient case management processes.