Marketing Cloud, Trailhead...
BlackBerry boosts efficiency by uniting its people and processes with Salesforce
BlackBerry provides the technology that allows endpoints to trust one another, communicate securely, and maintain privacy so that businesses and governments around the world can protect their data from cyberattacks and make the most of the Internet of Things. It’s estimated that cybercrime will cost around an average of US$6 trillion per year by 2021.
“Security is in our DNA. We help organizations identify and implement solutions to make information and collaboration more secure,” said Jason Whissell, Director of Business Systems. “With Salesforce, we can help more organizations take advantage of our solutions and provide them with a richer customer experience.”
A centralized platform unites teams and processes.
“With Salesforce, we have a single source of the truth and 360-degree visibility across the business.”
Unlocking greater knowledge with Trailhead.
BlackBerry plans to develop its own Trailmixes to personalize the learning process for team members around the globe. These Trailmixes will help users get the most from Salesforce. BlackBerry employees around the world use the platform to support thousands of enterprise customers. “From submitting orders to providing technical support, Salesforce helps make every interaction with our customers memorable and relevant,” said Whissell.
And Whissell really does mean every interaction. “Salesforce doesn’t support the sales process – it is the sales process,” he explained. “Whether they are nurturing a lead, checking the opportunity pipeline, or closing a deal, our reps live in Sales Cloud Lightning.”
Richer insights and smarter processes boost sales productivity.
By combining Sales Cloud Lightning with Salesforce CPQ, BlackBerry has streamlined the quote and renewal process. “Sales teams can get a renewal quote in just one-click and place a customer order in a couple of minutes instead of the 45 minutes it used to take,” added Whissell.
Product filters in Salesforce CPQ help reps to find relevant information faster, while rules reduce the number of human errors and ensure greater quote accuracy. The sales team is also leveraging Einstein Analytics to unlock deeper insights into conversion and renewal rates, and is running a pilot to use it for lead scoring and prioritization.
Increased visibility of team performance and case progress.
Insights from Einstein are displayed in user-friendly dashboards, which helps BlackBerry’s leaders track performance and identify any areas for improvement. “We can now pull data for reports in seconds instead of days, which means we have a real-time view of workload versus resource,” said Whissell.
The support team responds to queries via email, phone, and the BlackBerry support community. “With Salesforce, we can broaden our customer engagement channels. The next step for us will be Live Chat, SMS support, and chatbots,” added Whissell.
Communities put partners and customers in control.
Another community provides channel sales partners with the ability to register new deals, view customer accounts, track prospect opportunities, and tap into Salesforce CPQ’s smart quoting features. “Giving customers and partners the power to self-serve makes it easier for them to access information and find solutions to problems faster,” said Whissell.