PWC Salesforce Case Studies

PwC Salesforce
Case Studies
PwC
End to end process
digitisation for call Location:
centres, stores, partner Melbourne, VIC
organisations and sales

teams Industry:
Telecommunications
Telecommunications Company
B2B & B2C Salesforce Implementation
What’s the problem? What we did… How did it do?
The client sought to digitalise PwC created a transformational roadmap to The solution delivered an improved
their end to end processes across maximise their Salesforce investment, ensure uptake of Salesforce, resulting in better
both their B2B and B3C security, and meet organisational compliance data quality and improved business
businesses • Strong business engagement by the architecture team insights
• Our client has chosen Salesforce as with the business to ensure that the solution removed • Improved communications between sales,
their primary business support tool key pain points for the organisation and took advantage legal and customer onboarding teams
for customer facing staff in their of the capabilities included with Salesforce Sales and • Better sales pipeline information being
call centres, stores, partner Service Cloud licenses entered in the system and improved
organisations and sales teams • Integration and security approach determined by the communications between Sales, Legal and
• There are a number of Salesforce Architecture team for the existing marketing customer onboarding teams
projects at the client with a key automation and data warehouse solutions • Reduction in complexity for the complaint
unifying theme of improving • Facilitation of workshops to determine the enhanced management team allowing them to focus on
customer centricity, speed to value Sales Pipeline and Opportunity management process resolving the customer’s issue through
and productivity through including contract management improved automation and less re-keying
digitisation • Design of a new complaints and compensation • The solution was delivered to meet the
management solution utilising Service Cloud Email to client’s security standards and ensure
Case and SLA management functionality structural separation was preserved
• Formal engagement with the client’s architecture • De-risk contract management process by
council, security and privacy teams to ensure better understanding the contractual
compliance of the solution to organisational policies, obligations across a portfolio of customers
directives and guidelines
PwC 2
Creating a central
repository, for all Location:
customers and Melbourne, VIC
prospects for a leading

Australian food Industry:
manufacturer Food manufacturing
Food and Agribusiness Company

Single View of Customer
The client needed to create a central PwC took a broad view of the engagement PwC delivered a quality CRM
repository for customers and leads, to meeting with global technology leadership implementation, 100% on time and on
provide visibility of all customers being and established the guiding principle of budget
managed between multiple business units ‘no customization’, which meant PwC had • All info in one place (one source of truth), and
• Creation of a frictionless communications to be innovative in crafting the solution proactive customer service
tool to take customer communications from a • Over a three month period PwC used an agile • Data management & delivery of instant
blend of emails, excel sheets, and post-it approach to deliver on two key themes: insights and recommendations
notes and facilitate sharing of IP across the Remediation of the existing Salesforce • Salesforce dashboards for home pages for
business units platform & Creation of the Retail CRM different profiles
• Creation of a single view of information solution • Integration with Office 365 for calendar
across business units to streamline and • Remediation of the existing Salesforce Org access
measure sales was necessary as several different suppliers • Intelligently captures customer emails &
• Provide a collaboration tool for teams to had conducted changes on the platform. communication with less email and phone
share ideas, wins and opportunities with each • PwC’s commitment to quality meant bringing queries
other outside of their geography the code back up to standard and establishing • Simplifies repetitive tasks & improved
• Uplift the process for Sales teams to an acceptable level of controls and procedures collaboration between departments
collaborate, share ideas and work with the over environments • Assists with aligning KPI’s & Supports
Brand teams • PwC’s agile team used a blend of onshore and business continuity planning
offshore team members to deliver the
functionality for the Retail CRM project in
several sprints
PwC 3
Implementing a
customer community Location:
Melbourne, VIC
and knowledge base to
enable self service for a
leading university Industry:
Higher education
Public University
Online Community
The client needed to source a better way PwC proposed a solution that not only The solution provided increased
of engaging and interacting with their enabled self service, but also leveraged processing efficiency and customer
customer and enabling self service their existing Salesforce Service Cloud engagement through a revamped
capabilities investment knowledge platform and enhanced user
• To implement a central repository for staff to • PwC provided strong business engagement interface
access customer enquiries with the client to ensure that the solution • The retirement of obsolete products and a
• To replatform the legacy knowledge removed key pain points for the organisation streamlined service to cut unnecessary costs
management system and transition to and took advantage of the capabilities • Engagement with a larger audience segment
Salesforce to utilise new technology, and included with Salesforce through the addition of self serve options and
retire older, obsolete products • Utilised declarative programming as much as the ability to ask questions
• Enable customers to self serve, as well as possible to provide succinctness and improve • Uplift in staff efficiency by providing a 360
raised questions readability and usability view of the customers, and their enquiries, all
• Enable the ability for specific internal teams • Lightning components were used where in the one platform
to process enquiries containing sensitive possible to enhance the user interface • Overall we provided an engaging customer
security information interface platform which enhanced usage
frequencies and customer experience
PwC 4
Migration existing
Sales Cloud to a Not- Location:
for-profit instance, and Sydney, NSW
replacement of
Campaign Monitor with Industry:
Marketing Cloud Health services
Health and Dietary Service Provider

NFP Sales & Marketing Automation
The client needed to migrate to a PwC worked with the client to develop a The solution delivered fully functioning
Salesforce Not-for-profit instance, and collaborative engagement where a local Sales Cloud instance, fit for purpose, with
have a solution to cope with their team worked together with the client to integration to Marketing Cloud
increasing volume of website call requests deliver a solution using Sales and • The local team worked onsite, using a
• The client’s current Sales Cloud instance was Marketing Cloud collaborative team approach, which aligned
not fit for purpose, there was a requirement to • Delivery of a configured Salesforce not-for- with client goals and the way their company
transition to a new not-for-profit instance of profit instance preferred to engage with providers
Salesforce Sales Cloud • Migration from an existing Sales Cloud onto • The new Salesforce instance aligned with
• Call requests from their website were the new not-for-profit instance business processes, and the transition to
increasing to an unmanageable level for sales • Delivery of Marketing Cloud, and migration lightning gave the sales team renewed
staff to call, and volume was anticipated to of content from legacy marketing automation engagement with Salesforce
grow exponentially system • Automated nurture journeys engaged leads
• Marketing Cloud Connect generated from their website (web-to-lead)
• Automated lead nurture journeys, via Journey and from Facebook lead forms (Lead Capture
Builder and web-to-lead for Salesforce)
• Contract generation, via S-Docs
• Integration to Facebook lead forms, via Lead
Capture for Salesforce
PwC 5
Marketing cloud pilot,
followed by a Sales Location:
Cloud implementation, Brisbane, QLD
Marketing Cloud
Connect and Mobile Industry:
Connect Private clients
Property Depreciation Company

Automated Lead & Job Management
The client required a new CRM to fit their PwC created a roadmap of release phases, The implementation of Sales and
growing business needs, however were targeting the client’s biggest pain points Marketing Cloud created a single view of
hesitant after a series of unsuccessful first, to create incremental value and the customer and allowed the client to
custom CRM implementations ensure they were comfortable with the scale their business
• The client is a leading provider of tax platform • Single view of the customer, with all job and
depreciation schedules. They help customers Phase 1 - Marketing Cloud implementation client information now stored in one system
claim the maximum tax entitlements on their • Email based lead onboarding journeys, • Reports and call requests can be made via the
property and reduce their taxable income created in Journey Builder, to manage and website, and are visible instantly in Salesforce
• With unsuccessful CRM experiences in the engage with leads and drive them towards • Automated email journeys improved referral
past, the client was left with multiple legacy converting into an opportunity lead conversion rates and allowed the client
custom CRM systems which were expensive Phase 2 - Sales CRM implementation to take on new referral partners
to maintain, and left them reliant on several • Migration from two legacy CRMs • Automated journeys also reduced the number
third party IT vendors. This made them • Marketing Cloud Connect of outbound calls required, freeing up staff to
cautious about yet another CRM platform. • Integration with website quoting engine, allow for more strategic initiatives and
• The client also had a growing pipeline of leads request a call, and other forms business development
being passed to them by referrers, and were Phase 3 - Mobile Connect implementation
unable to manage contacting all leads in a • SMS added into journeys to facilitate client
timely manor as volumes continued to grow and supplier notifications
PwC 6

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What problems did the clients face that prompted them to implement Salesforce?

How did implementing Salesforce help address the clients' problems?

PwC Salesforce

organisations and sales

prospects for a leading

Food and Agribusiness Company

Health and Dietary Service Provider

Property Depreciation Company

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