Case Study: A Drone SaaS Company’s Salesforce Complex Solution

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About the Company

Industry

High-Tech, Business Productivity, Media, and Information Services

Growth Velocity

30 percent to 45 percent
year over year revenue

Company Background

Our client is a high-tech developer of drone software designed to make geospatial intelligence available to everyone. Its software leverages automation and artificial intelligence to offer accelerated graphics processing and enhanced accuracy tools. Through a user-friendly interface it allows organizations to create detailed 2D or 3D digital maps.

Business Challenges

  • Manual and outdated processes
  • Data was spread out and not connected
  • The sales team was more focused on administration work than keeping up with leads and outreach

The company’s proprietary platform had a wealth of data being generated on users but it was not connected to the rest of their customer story.

“The Coalescence support team was super responsive to any questions I had or issues that arose. They really got me up to speed in Salesforce.”

Business Analyst I Drone SaaS Company

Solution

Coalescence began its work by examining the company’s environment to understand the business process and find the company’s pain points. Ultimately, Coalescence created a 3-stage implementation process to expand the company’s Salesforce org. to improve their business processes. To interconnect their SaaS Platform with Salesforce for user insights.

Business Areas

Outcome

          Sales

  • Migrating data from the legacy system and training the sales team

         Service

  • Automated the case management system and the methods

         Marketing

  • Enabled to create customer-based journeys that fed to the sales team
  • Allowed the ability to reach out to new and existing customers
  • Utilized Journey Builder to create customer campaigns
  • Synced Google Analytics tools to generate leads

These implementations allowed the company to take full advantage of the Salesforce platform and have a complete 360° view of its customer and user base. This allowed them to create tailored campaigns for their customers.

 

 

Results and Benefits

Single Source of Truth
With all necessary data migrated into one system, the drone company now has a complete view of its customers.
Easy Tracking of Sales Activities
Managers can track the activity of sales representatives, pull investor reports, and properly forecast for future quarters.
Improved Customer Support Capabilities
The customer success team can easily attach cases to knowledge base articles to support customers with similar issues.
Increased Productivity
There was an overall increase in productivity within all teams due to the new level of transparency.

"The Coalescence team was really great! There was a huge learning curve and the team was very personable and willing to get the job done."

Manager l Drone SaaS Company