“We built Sales Cloud around our sales team. We said, ‘Just tell me how you do your job and what would make it better,’” said Stefanacci. LendingTree’s sales team was spending 75% of its time handing lender service requests. For example, a vendor would call for a copy of an invoice. The sales team would have to email the request to the accounting team, wait for response, receive the invoice copy, and email it to the vendor. “With Sales Cloud, we were able to build an automated case management system that routes requests directly to the right team, such as accounting or legal. The sales team can now spend more time growing accounts than chasing service requests,” he said.
Meanwhile, Einstein Activity Capture automates the sales team’s data tracking, streamlining and improving activity reporting. With Salesforce, LendingTree’s sales and customer service departments can work together to source consumer insights. As a result, LendingTree has increased the data points it can report on by a factor of 3.5.
In addition, using Salesforce Community Cloud, the company has introduced self-service communities for both consumers and vendors. This not only saves time for LendingTree staff members, but it also enables the company to share leads directly with vendors.
“We’re trying to help empower our partners to help engage our customers on the channels that we know consumers are asking for — and that is our digital engagement suite — live chat, SMS, social, and automation,” said Stacey.