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Explore Salesforce Success Stories

We’re proud of the tangible results we deliver to our clients across various industries. Our case studies highlight the challenges our clients faced, the innovative solutions we implemented, and the measurable outcomes achieved. From streamlining operations to driving digital transformation, each success story is a testament to our commitment to delivering impactful solutions. As we continue to expand our expertise, we’ll keep adding new case studies showcasing the value we bring to our partners. Check back often for the latest insights into how we’re helping businesses thrive in the digital age.​

Transforming Customer Management for a Leading Canadian Insurance Company

Forms

Our client is a leading insurance and wealth management company in Canada, with operations extending internationally. Their services cater to the financial, physical, and mental well-being of their clients, meeting insurance, retirement, and investment needs. However, like many large enterprises, they faced challenges in managing their customer relationships due to fragmented legacy systems.

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Challenges: The client was grappling with multiple legacy systems for customer management, which created significant inefficiencies. Advisors had no single source of truth and struggled to track and manage their clients' insurance policies, wealth management products, and services.

 

This led to:

  • A disjointed customer experience with inconsistent data across systems

  • Time-consuming processes for advisors, limiting their ability to provide personalized and efficient service

  • Limited visibility into real-time customer data and insights

  • Delayed decision-making due to scattered data points and ineffective reporting mechanisms

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The client needed a solution that would unify their systems, streamline operations, and allow their advisors to manage client relationships efficiently.

Solutions Implemented: Winobell developed and implemented a custom Salesforce Community solution designed to integrate data from various legacy systems into a single platform. This community provided real-time visibility and empowered advisors to manage their client base more effectively.

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Key aspects of the solution included:

  1. Customer Community Platform:

    • A unified platform that combined data from multiple legacy systems, offering advisors a holistic view of customer interactions, policies, and product ownership.

  2. Real-Time Visibility:

    • Advisors were provided with tools to track and update client records using real-time metrics, reports, and customizable dashboards. This gave them the ability to monitor customer engagement, product usage, and service needs instantly.

  3. Advanced Analytics & Reporting:

    • Integrated Salesforce’s powerful reporting capabilities enabled advisors to generate detailed insights into client portfolios and service requirements. Metrics-driven insights helped them make data-driven decisions.

  4. SaaS Cloud Solution:

    • Delivered a scalable, cost-effective, and responsive solution using Salesforce’s SaaS capabilities, ensuring minimal downtime, faster deployments, and easy updates.

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Key Benefits: The implementation of this Salesforce community transformed the client's operations and customer management practices. Notable benefits included:

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  1. Centralized Data Management: Advisors could now access all customer information in one place, providing a single source of truth. The integration eliminated data silos, streamlining operations and improving data accuracy.

  2. Real-Time Data and Enhanced Decision-Making: With real-time visibility into customer data, advisors could make informed decisions quickly, improving customer interactions and satisfaction. This also led to more timely and data-driven investment decisions.

  3. Greater Transparency and Operational Efficiency: The solution enhanced the transparency of customer interactions, policies, and product ownership. This increased operational efficiency, allowing advisors to focus on building stronger client relationships rather than dealing with administrative tasks.

  4. Improved Reporting and Reduced Time Spent: The use of automated reports and dashboards drastically reduced the time advisors spent on generating and analyzing reports, allowing them to focus more on strategic initiatives.

  5. Cost Savings: The company transitioned from managing multiple legacy systems to a single Salesforce community, reducing overhead and maintenance costs. The cloud-based solution provided the flexibility and scalability needed to support future growth.

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This case study demonstrates how Winobell helped a leading Canadian insurance company overcome its customer management challenges by leveraging Salesforce’s robust community and cloud-based tools. By integrating their legacy systems and providing real-time insights, we enabled the company to enhance advisor productivity, improve customer satisfaction, and achieve greater operational efficiency.

As a Salesforce consulting partner, Winobell continues to deliver innovative solutions that empower businesses to meet their customer engagement and operational goals.

Revolutionizing the Pet Care Industry Through Digital Solutions

Resting Dog

Our client, one of Canada’s leading pet food providers, specializes in delivering tailored nutritional solutions for pets, ensuring they live in optimal health. They wanted to enhance their digital engagement by creating a platform that would enable veterinarians to seamlessly access nutrition tools and order pet food for their clients. Although the client had a Salesforce setup utilizing Sales and Service Cloud, they sought to build a more connected, efficient platform that addressed their evolving needs.

 

Challenges:

Despite having a Salesforce org in place, the client faced significant challenges:

 

- Disconnected Processes: The existing systems didn’t provide a seamless experience for veterinarians looking to manage nutrition tools or order pet food. The platform lacked a unified system for easy access and communication.

- Inefficient Case Management: Delayed responses to support requests led to a high volume of customer complaints. Veterinarians experienced long resolution times, affecting their ability to deliver timely care.

- Lack of Centralized Product Support: Managing product inquiries and support cases required better automation and tracking to improve overall service.

 

To remain competitive and improve customer satisfaction, the client needed a digital platform that would unify these processes, enhance service efficiency, and support growth in order management.

 

Solutions Implemented:

Winobell stepped in to redesign the client’s Vet portal by implementing a solution in Salesforce Customer Community, tightly integrated with the existing Salesforce Service Cloud and additional tools. This solution addressed key challenges and provided a unified, highly responsive system.

 

1. Salesforce Customer Community Platform: 

   - Winobell built an entirely new Vet portal using Salesforce’s Customer Community. This platform gave veterinarians a direct, streamlined interface to access nutritional tools and easily place orders for pet food.

 

2. Product Support and Case Management:

   - We implemented a comprehensive product support system integrated with Salesforce Service Cloud, enabling veterinarians to quickly raise and track cases related to product inquiries or support. The solution used **Omni-Channel** routing and **automation** to efficiently assign cases to the right representatives based on priority, complexity, and case type.

 

3. 360-Degree Customer View:

   - The Salesforce solution was optimized to give the client a complete 360-degree view of customer portfolios and engagements. This allowed the company to better track interactions, orders, and inquiries, ensuring they could proactively manage relationships and provide better service.

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4. Omni-Channel Integration & Automation:

   - By leveraging Salesforce’s Omni-Channel capabilities, Winobell integrated multiple communication channels—email, chat, and phone—into one cohesive system. Automation was applied to speed up case resolution and improve response times, especially for routine product support queries.

 

Key Benefits:

 

1. 80% Reduction in Customer Complaints:

   With the new case management system in place, veterinarians experienced faster response times, leading to an 80% reduction in complaints about delayed resolutions. Cases were routed and resolved more efficiently, improving the overall experience for users of the Vet portal.

 

2. 30% Increase in Orders via Vet Portal:

   The optimized platform for placing pet food orders resulted in a 30% increase in orders over just six months. This growth was driven by the enhanced usability of the portal and the increased confidence veterinarians had in the timely processing and delivery of their orders.

 

3. 360-Degree View for Improved Customer Engagement:

   The new solution provided the client with real-time visibility into veterinarian interactions and behaviors. With centralized data on customer preferences and interactions, they could tailor their marketing efforts and customer outreach, driving stronger engagement and loyalty.

 

4. Efficiency & Cost Savings:

   The integration of Omni-Channel capabilities and automation reduced the time spent on manually handling customer queries and orders. The automated workflows ensured that inquiries were handled quickly and routed efficiently, reducing operational costs while boosting productivity.

 

Conclusion:

By redesigning the Vet portal and integrating it with Salesforce’s Service Cloud, Omni-Channel, and automation features, Winobell helped this leading Canadian pet food provider dramatically improve their service operations. The solution empowered veterinarians to access resources quickly, order products seamlessly, and resolve issues faster, resulting in increased customer satisfaction and significant business growth.

 

Winobell continues to support innovative digital transformations for businesses, helping them achieve long-term success through powerful, scalable Salesforce solutions.

Streamlining Data Integration for a Leading North American Agricultural Company

Agriculture

 The client, a major North American agricultural chemical and seed company, focuses on maximizing agricultural productivity by offering innovative solutions in crop protection, seed treatment, vegetation, and pest management. With a Salesforce system in place and Oracle Eloqua as their primary marketing tool, they sought a more cohesive and synchronized data environment to ensure that both their sales and marketing teams had a unified and accurate view of prospects and campaigns.

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Challenges: The client faced a significant challenge with data integrity and siloed information between Salesforce and Oracle Eloqua. Without integration, their marketing and sales teams lacked access to a 360-degree view of customer and prospect data, leading to:

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  • Data Discrepancies: Information between the marketing and sales systems was inconsistent, resulting in misaligned efforts between teams.

  • Lack of Unified Prospect View: Sales teams were not equipped with key marketing data, such as prospect interactions, web activity, and campaign engagement.

  • Inefficient Reporting: Reporting processes were fragmented, making it difficult to attribute marketing efforts to revenue-generating opportunities within Salesforce.

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To address these issues, the client sought a solution that would integrate their Salesforce and Oracle Eloqua systems, enabling smoother data flow, deeper insights, and improved sales and marketing alignment.

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Solutions Implemented: Winobell provided an end-to-end integration solution that bridged the gap between Salesforce and Oracle Eloqua, ensuring real-time synchronization of critical data across both platforms.

  1. Seamless Salesforce & Oracle Eloqua Integration:

    • Winobell implemented a seamless integration between Salesforce and Oracle Eloqua, ensuring a smooth flow of data between both systems. This integration allowed data on accounts, contacts, leads, and marketing campaigns to be automatically synchronized, reducing manual errors and discrepancies.

  2. Synchronized Data for Marketing & Sales Teams:

    • The synchronized integration provided marketing teams with real-time insights into campaign performance and gave sales teams access to detailed prospect information from Eloqua, such as web activity, email opens, and form submissions. This provided a unified view of each customer’s journey across both platforms, enabling teams to work from the same set of data.

  3. Closed-Loop Reporting with Salesforce:

    • Winobell implemented closed-loop reporting, which allowed the marketing team to track opportunity revenue in Salesforce back to specific marketing campaigns in Eloqua. This helped attribute revenue directly to marketing activities, providing more accurate insights into the effectiveness of their campaigns.

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Key Benefits:

  1. Boost in Marketing & Sales Alignment:

    • By integrating Salesforce and Eloqua, the company benefited from a much closer alignment between marketing and sales efforts. Sales teams could see detailed information about each prospect, including their engagement history, web activity, and interactions with marketing campaigns. This enabled more targeted, relevant outreach.

  2. Enhanced Campaign Accuracy:

    • With accurate data synchronized between platforms, marketing teams could better tailor campaigns based on the most up-to-date information, leading to more effective targeting and personalization.

  3. Closed-Loop Reporting for Marketing ROI:

    • The implementation of closed-loop reporting provided clearer insights into the return on investment (ROI) of marketing efforts. The company was able to directly link revenue opportunities in Salesforce back to specific marketing campaigns in Eloqua, helping them optimize future marketing strategies.

  4. 360-Degree View of Prospects:

    • Sales teams now had a complete view of each prospect’s journey, including interactions, web activity, and email engagement. This led to more informed sales engagements, allowing the sales team to be more proactive in addressing prospect needs and closing deals.

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Conclusion: Through Winobell’s integration of Salesforce and Oracle Eloqua, the client now operates with a unified system that enhances both marketing and sales efforts. With synchronized data, closed-loop reporting, and a 360-degree view of each prospect, the client can now leverage real-time insights to drive more effective marketing campaigns and sales outreach. This transformation has allowed the client to align its resources efficiently, increasing revenue opportunities while maintaining their leadership in the agricultural industry.

Winobell continues to empower organizations with innovative solutions that help them optimize their Salesforce ecosystem and achieve long-term growth.

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