Less than a year after its go-live with Sales Cloud, Interactive Accounting has removed friction from its internal processes. Employees are equipped with a single source of truth and are using Slack, the secure channel-based messaging platform, to collaborate internally and externally.
Pockets of the company have been using Slack for some time to communicate with clients and in 2018 it was adopted wall-to-wall with a mission to stop employees from living in their inbox. Interactive Accounting wanted to cut down time spent on internal email and bring notifications, conversations, and workflow into one central space. Slack has done this and much more for the company and is now integral to how work gets done. It even supported the implementation of Sales Cloud, with Interactive Accounting and Argo Logic creating a channel on Slack Connect to collaborate between weekly check-ins.
Slack is now integrated with Salesforce and several other key applications to streamline communication, collaboration, and workflow. For example, every time a new lead is entered in Salesforce it triggers a notification to the #sales Slack channel. The sales team can then share any existing knowledge about the lead and agree who will follow up. When leads sign-on as customers, another notification is triggered in the channel so the team can celebrate the new win and start the onboarding process that very same day—as opposed to in the past when it might be left to the day following.
Interactive Accounting also uses Slack with all of its Virtual CFO clients and others who require a high level of support. The platform makes it really easy to act as an extension of clients’ teams and provide support or answer questions whenever needed.
“Our clients know we are just a Slack message away which is especially useful when they’re travelling and need an easy way to reach us,” said Bungard. “At the same time, Slack gives us an effective way to send time-sensitive messages to clients too busy to keep up with email.”
The ability to connect via Slack has become even more valuable during the pandemic with teams working 100% remotely at times. The company has channels for each office where teams can share important information as well as bond over their shared experiences. Slack huddles—which enable audio and screen sharing—have helped to fill an important gap by facilitating those fast, informal conversations that once took place standing in the office.
“The other day I received a question and I thought I could either type out a ten minute response or hop on a huddle, so that’s what I did and we’re able to wrap things up in two minutes. It’s a great way for everyone to come together and solve things quickly,” said Bungard.
Interactive Accounting is now expanding on the use of Salesforce with apps from the AppExchange. These include AskNicely which the company is using to collect feedback and measure NPS. The feedback gathered so far is helping to shape a current rebranding project by enabling the business to narrow in on the aspects of service clients love most.
Working within a business which loves numbers, Bungard is especially excited about exploiting all of the reporting capabilities in Salesforce and has tapped into Trailhead to learn more about these and other features. She’s already used some of the learnings to build a weekly dashboard that’s sent automatically to management once a week. The dashboard has cut down on ad hoc reporting requests and helped reduce overall time spent on reporting.
The reporting available within Salesforce has additionally halved the time it takes to prepare stats for the business’ weekly all-hands meeting. It also provides account managers with information at their fingertips to monitor team workflow.
“All of the automation and insights we’ve gained are helping us reduce pressure on individual employees and giving us that scalability that we sought at the beginning. The next step is to take advantage of that and make sure we’re handling our referrals in a way that maximises our growth,” said Bungard.