Customer Service and Support Process in Salesforce.com

Written by ShamrockCRM on July 14, 2009 – 9:23 pm

Yesterday, I shared with you the Sales and Marketing Process Maps that Salesforce.com created.  Today, I will enlighten you with outstanding Customer Service and Support Process Maps that will help to refine and streamline your support process with Customers.

These support business process maps illustrate the flow of communication from customers to your support reps throughout all of the mediums, such as Online Inquiries, Telephone communication, Email Support and Call Sales.  A lot of this initial communication can be automated and tracked without any support rep intervention with the use of tools, such as Web-to-Case, Email-to-Case, CTI Integration with apps such as Skype from the Salesforce.com AppExchange and more.  All communication between customer support representatives using Salesforce.com and the customer can be completely tracked within the tool.  I can help you set this up for your company!

Of course, these process maps include recommended KPI’s and metrics for tracking your support center within SFDC.

salesforce.com customer service and support

Take a look at the following service process maps below in both PPT and PDF format.  Enjoy!

force.com service and support process

Download these process maps in PPT or PDF


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Sales and Marketing Process Maps

Written by ShamrockCRM on July 13, 2009 – 9:20 pm

This one is an oldie, but goodie.  I love the process maps that Salesforce released a while back.

These sales methodology process maps can be sliced, diced and used by any industry in some way.  Some portions might need to be removed and some terminology might need to be changed, but generally the marketing aspects and sales processes in thes process maps are universal across all businesses in some way.

These sales process and marketing process maps can be downloaded in full color in both PowerPoint and PDF formats.  They follow the process from Generating Leads to Optimizing Lead Flow to Closing More Deals within Salesforce.com.

Of course, each major stage in the process gives example metrics that you might like to record such as Lead Quality and Lead Source as well as Month to Date Sales Trending and Top Sales Reps.

Salesforce.com Sales Process Methodology

One interesting point to note is that there are several stages in the game where you are following up possible sales in Salesforce.com:  Qualifying Leads, Following up on Opportunities and Re-Marketing to your existing Customer/Lead database.

Salesforce.com Marketing Methodology

Download the Sales Process Powerpoint or PDF.


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Posted in Business Analysis, marketing, sales, Salesforce.com | Comments Off on Sales and Marketing Process Maps