Leader in the debt-relief industry transitions to Salesforce to streamline processes across their organization
Founded over a decade ago, our client, a leader in the debt-relief industry, is helping thousands of clients resolve large credit card bills and other unsecured debts. Their dedicated team of financial consultants works one-on-one with clients to create a custom debt relief plan they can afford with low monthly payment options, often leaving clients with more cash on hand to spend as needed.
Integration
NICE
DocuSign
Twilio
Digital Engagement
Giact
LexisNexis
Experian
Client
Debt-Relief Company
Salesforce™ Products
Salesforce Sales+Service Cloud as the core Sales & Service platform
Salesforce Shield for Platform Encryption, Event Monitoring, and Field Audit Trail to increase client security
Salesforce Customer Community Portal to replace and enhance the existing client portal experience
Solution
Core Implementation
Challenge
With a substantial size of clients seeking assistance in achieving financial freedom, our client struggled to control their data and optimize the data to serve their clientele better. Without the correct technical infrastructure, they struggled to share critical client information internally and effectively communicate externally with their clients. As a result of not having uniformity, the client could not assist promptly and track and record client interactions on a single platform. The client needed a single platform with uniform processes that could be used across their entire organization!
Vantage Point Solution
The Salesforce Ecosystem
The platform to provide our client the streamlined connectivity and capabilities to provide their clientele exceptional service
With the companies challenges brought to light, the client chose Vantage Point to rebuild their technological infrastructure to ensure that their data is structured to meet the procedures and operations of the organization. Vantage Point began working in partnership with the company to use our Salesforce expertise to achieve the organization's goals of streamlined connectivity. We started by establishing a single source of truth and a single platform (Salesforce) with uniform processes that can be scaled across the organization. We integrated the Salesforce platform with core tech stack solutions and eliminated existing systems that were no longer needed post-Salesforce implementation. Specifically, Vantage Point transitioned their sales and customer services teams and transitioned their negotiations/settlement team to Salesforce from QuickBase. The Salesforce platform gave their associates the ability to complete and record all client interactions. Also, it provided associates with a 360 view of clients and enable them to access critical client information and provide assistance in a timely matter. Vantage Point established easy-to-follow process flows that guide the client's associates through each step of their interaction with the client and automate redundant processes (when possible).
Integrations were a crucial part of delivering effective results for our clients. After transitioning from Quickbase to Salesforce, the foundation was created to achieve the client's goals; Next Vantage Point integrated the following systems:
1. Telephony - NICE inContact for omnichannel capabilities within Salesforce via the AppExchange.
2. eSignature - DocuSign offered the client contract delivery, approvals, and relevant routing based on their client's data.
3. Digital Engagement - Twilio was integrated to offer text solutions for the client.
4. Bank Account Verification - Giact integration provides the company and their client's protection from payments and identity fraud through gVERIFY.
5. Identify Verification - LexisNexis integration helps the company predict and manage risk while providing advanced analytics.
6. Credit Report - Experian integration provides credit reports for clients. Other integrations specific or proprietary solutions in connection with Salesforce.
