Customer Success Stories

Transforming Operational Effectiveness with ASVP Improve

  • United States
  • Manufacturer of commercial flooring
  • ASVP Improve
  • Salesforce Service Cloud
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46

Improved user adoption

20

Reduce S1 defects

About Company

A global leader in modular flooring, offering an integrated collection of premium carpet tiles, luxury vinyl tiles, and resilient flooring solutions, has successfully demonstrated the transformative power of strategic IT solutions in enhancing customer support. 

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Challenges

  • Latency in support response time, impacting time-to-value
  • Inconsistent support for platform-specific questions
  • Needed faster response times for critical issues
  • Managing new functionality additions & keeping up with Salesforce updates
  • Inefficient automation processes and Technical debt accumulation due to custom code
  • Security vulnerabilities, specifically around managing user access and permissions

Solutions

Through implementing the Application Success Value Plan (ASVP) Improve, this renowned organization has effectively tackled challenges such as latency in support response times and inconsistencies in support for platform-specific questions. This comprehensive approach has driven their journey from Go-live to Growth, leading to marked improvements in operational effectiveness.

Value Delivered

24/7/365 Troubleshooting & Resolution

With a 1-hour response time for business-critical issues, and bug fixes using configuration and custom development. This proactive approach tripled support response times and preempted potential risks

Functionality Addition

New functionalities using configuration and custom development to support evolving business needs. Impact analysis of deprecated features, uptake of potential new features from Salesforce updates

Technical Debt & Custom Code Reduction

Identified and implemented strategies to reduce technical debt and replaced customizations with configuration-driven or packaged AppExchange solutions. We assessed process automation opportunities and the effective use of flows

Enhanced Security through User Access Management

Implemented strict user access controls using Permission Sets and Profiles. Performed regular Security Health Checks and Security Audits to identify and mitigate potential vulnerabilities

Related Insights

Transform and optimize the heartbeat of your operations, systems and product development to reduce costs and facilitate growth.

Decision intelligence matched with customer success

We put people first—our team, our clients, and our community. With the right technology, talent, and strategy, we deliver real results that drive success.

1500

Successful Customers Engagements

4.9

Customer
Satisfaction

350

Decision Science
Consultants

21

Years Of
Customer Success

Rewards and Recognition
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