Solutions

Addility delivers what you need to succeed

Customer Support

Get the most out of your Service Cloud investment with world class customer support processes so that your customers quickly get the service and support they need and your support agents enjoy a process that delivers the best experience to your customer.

Addility will evaluate your current support processes and suggest improvements like...

automatic, omni-channel case routing to get support requests to the right agent, at the right time, and a service console app with all the bells and whistles to increase agent productivity, improve first response and time-to-close metrics, and reduce overall issue resolution time and wait times for the customer
a chatbot and other self service tools for low-touch, routine tasks and simple inquiries that will increase deflection rates, reduce wait times, and allow customers to get the help and answers they need 24/7
establish a support process with SLAs, entitlements, and milestones if your organization currently lacks a well defined case management process with multiple channels for intake requests

Sales Operations

Get the most out of your Sales Cloud investment with a best-in-class sales process that allows your sales reps to maximize productivity and close deals

Addility will evaluate your current sales processes and suggest improvements like...

Einstein Lead Scoring to prioritize and focus on high quality leads that are most likely to convert
duplicate rules to identify and prevent duplicate lead, account, and contact data
optimize your Sales Processes and use Sales Path to guide your reps every step of the way
use opportunity scorecards to reinforce the elements of your sales process and help reps gauge the health of their deals
build reports to help the management team track lead aging, leads by source, lead conversion rates by source, revenue by lead source
establish an intake process for sales ops request and use automation to increase the productivity of your sales ops team, freeing them up to focus on higher value, complex deals
include a knowledge base to educate your sales reps and chatbot with self service capabilities to meet routine sales ops requests

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Workflow & Integration

Are reps and agents spending too much time executing steps on a manual process? Addility will help you map out your process and identify opportunities to automate using tools like Flow, Process Builder, Validation Rules, Sharing Rules, Role Hierarchy, and other out-of-the-box configurations like assignment rules, auto-response rules, and escalation rules. If you have legacy Workflow Rules, Addility can help you maintain, enhance, troubleshoot, or even convert to a Flow.

Do you need help integrating a 3rd party external system? Sometimes, the process and terminology can get very technical. Addility will navigate and help you through the process, including engagement with the 3rd party vendor.

Need to integrate with a 3rd party API but you're low on development resources? In some cases, it's possible to leverage Flow and External Services to invoke a 3rd party API and exchange data (or services) between your Salesforce org and a 3rd party external system

General

Every Salesforce org requires ongoing support, maintenance, and enhancements to continuously optimize as business needs change and processes need to evolve. Addility offers a range of services and solutions to cover what you need.

Addility will evaluate your Salesforce org and help with...

User - user management, user access provisioning, end user training, user adoption tracking
Reports - setup out-of-the-box reports, create custom reports, and build dashboards to track sales, customer support, end user, and other key metrics
Access - streamline your profiles, permission sets, custom permissions, roles, role hierarchy, sharing settings, sharing rules and more to control which objects, fields, pages, and data, users can access, and to quickly troubleshoot the next time a user reports they can't access particular field or record
Data - import/export data with the right tools for the size of the job, assess object & field usage and mark fields for deletion if underutilized, establish data standards and use validations for accuracy and completeness, data governance
Pages - manage page access, add/remove fields, re-orient page layouts for a better user experience, inject buttons, tools, and automations to increase productivity
Other - translations, field history tracking, SOQL

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AI

We're in a brave new world where AI can predict, suggest the next best action, generate new content, understand natural language, and more. If you need help getting your AI initiative(s) off the ground, Addility can suggest some good places to get started.

As previously mentioned, you can use features like Einstein Lead Scoring and Einstein Opportunity Scoring to focus the efforts of your sales team, and Chatbots to help customers right away with simple routine requests.

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If your organization is ready to explore Salesforce's AI capabilities or start with a proof-of-concept, Addility is here to help.