Dignity Health Global Education

The Project

The importance of SalesForce for a complex organization like Dignity Health Global Education cannot be overstated. The company approached Logicaal to manage their SalesForce application and ensure that it runs smoothly without any glitches. We have been entrusted to resolve all the issues pertaining to SalesForce, especially related to the Sales, Service and Marketing clouds.

  • Client

    Dignity Health Global Education

  • Industry

    Education

  • Technology

    Sales Cloud, Marketing Cloud Apex Process Builder Web to Lead

Objectives

  • Resolve all technical issues related to SalesForce in a time-bound manner.

  • Reduce the resolution time by taking up new issues while solving existing ones.

  • Simplify the reporting and resolution process at Dignity Health Global Education through better coordination between the different teams.

Challenges

01

Initially, there was no clarity on personnel authorized to flag issues, which would lead to repetitive requests from multiple people.

02

Accommodating new requests along with existing ones as a quick resolution of certain issues is vital for a seamless operation.

03

Resolve critical issues within a short window.

04

Keep track of the time spent on each issue as it is a time and materials-based project.

05

The evolving nature and increasing complexity of issues that are raised.

06

Communicating and coordinating with multiple authorized personnel spread across departments for common or separate issues.

The Solution

  • Selected employees of Dignity Health Global Education have been designated to flag issues, which helps in avoiding repetition of issues.
  • We have migrated all the authorized personnel to Cortex, which has reduced the use of emails for communicating issues. Cortex is our secure online portal and provides a single dashboard for our customers.
  • We have developed processes to segregate issues based on importance which ensures prompt resolution of critical issues.
  • We have formulated a system to keep track of time spent on each issue since it is a time and materials-based project.
  • Our team of logicians gives utmost importance to technical skills and stay updated with the latest technologies, which help us resolve the most complicated issues quickly and efficiently.

Result

The responsive approach of logicians backed by top-notch technical skills help Dignity Health Global Education use SalesForce with minimal glitches. Our team has helped the client integrate various applications and extensions with SalesForce. We continue to extend a helping hand and solve various Sales, Service and Marketing Cloud-related issues for Dignity Health Global Education.

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