When the Enterprise division of ClearTax approached Salesforce, they had grown 5x in a span of six months. However, with data residing across different spreadsheets, they lacked a unified view of the business and their customers. Key Account Managers wanted full visibility and real-time data on their customers. Also, siloed data made internal collaboration a challenge.
“Our customers loved the experience of our online platform for e-filing of GST. But, as with the adoption of any new tool, they sometimes faced technical challenges,” says Gupta. “When a customer is not able to use a tool effectively, they could develop negative feelings towards it. And we will only be able to provide a positive experience if we are able to proactively identify their struggles and offer timely help.”
This need to proactively reach out to customers to support them has become even more important during the COVID-19 crisis and lockdown. Customers do not have direct access to their CAs and auditors, and frequently changing government regulations and deadlines are adding to their confusion.
The ClearTax leadership team also wanted to support their employees during this time and ensure that they could continue to work remotely and efficiently. What they needed was a single, unified platform that would help sales and service teams collaborate and deliver a consistent customer experience.
“As a cloud-based solution, we have the natural advantage of being accessible from anywhere. But we needed to strengthen our backend to extend support efficiently during this period,” says Gupta.
This pressing need for a platform that could help ClearTax scale their customer support led the company to quickly implement Salesforce.