Share this article…Salesforce is well known as a system that provides a 360-degree view of your customer, but what it’s not known for is resource planning and management, despite the fact that this critical process can significantly affect the customer experience. In this article, we’ll… Read More …
Here are highlights from article Improve the Customer Experience With Resource Planning & Management in Salesforce | Salesforce Ben
1. What is resource planning & management:
– Estimating, allocating, and controlling resources for successful project completion
– Helps identify areas for improvement, minimize waste, and optimize operations
– Efficient use of resources while meeting timelines and expectations
2. Use cases of resource planning & management in Salesforce:
– Projects: Salesforce provides a cohesive solution that aligns sales with execution, improving customer experience by ensuring deliverables meet customer needs and expectations.
– Tracking project delivery: Similar to tracking the sales process, Salesforce can be used to track the different phases of a project and the tasks required for each phase.
– Skills management: Allocating resources with the necessary skills is critical for project success, and Salesforce can help manage and track resource skills.
3. Benefits of managing resource planning in Salesforce:
– Seamless integration with existing Salesforce systems and processes
– Provides a holistic view of customer interactions and aligns project deliverables with customer needs
– Streamlines operations and improves efficiency
4. Implementing resource planning in Salesforce:
– Custom objects can be created by Salesforce Admins to track projects, but utilizing a third-party tool from the AppExchange is a faster and more comprehensive option.
5. Impact on customer experience:
– Efficient resource planning and management ensure timely project delivery, meeting customer expectations
– Improved coordination between sales and execution enhances customer satisfaction
– Optimal use of resources minimizes delays and waste, resulting in a smoother customer experience.
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Source from salesforceben(dot)com