MyConnect has had to evolve more of its internal processes to keep pace with this growth and make service seamless. One thing that has made a big difference is using Salesforce Platform to integrate with systems used by utility partners to manage connection requests. This lets MyConnect submit requests and receive an almost instant response so they can sign customers up for multiple services and arrange for them to be connected as fast as the next day.
The business has gained additional efficiencies by using DocuSign from the AppExchange to formalise its contracts with utility partners. It has a standard template which is completed and signed by partners using DocuSign and then fed right back into Salesforce where it is attached to each partner’s record.
“All the different apps on the AppExchange and the ability to integrate Salesforce with other systems helps us meet different challenges as we grow. When we’re faced with a new problem, we just need to do a bit of research and there’s usually an existing app or integration that will solve it,” said Smyth.
This kind of resourcefulness together with the use of Trailhead has helped Smyth and Chadwick blaze their own trails to success. Smyth worked in sales at MyConnect before he became interested in “getting under the hood” of Salesforce and helping the business use it to further increase sales and efficiency. He developed his skills through Trailhead and became a Salesforce Certified Administrator. Chadwick used Trailhead as a way to learn and fully leverage the capabilities of Marketing Cloud. She’s more recently found it to be an invaluable training resource and onboarding tool for a new member of the marketing team.
“Over the last six months, Trailhead has helped us to really define the customer journey and use Salesforce to change the way we sell,” said Chadwick. “When you look at all of the free training Trailhead provides and what it allows you to do, it’s incredible.”