Fraud.com develops technologies to help financial institutions tackle fraud through one unified solution. They offer user authentication, end-to-end fraud prevention, operations and management solutions that focus on the customer journey where enterprises can simplify their fraud management operations to deliver an improved customer experience.
What Were Their Challenges?
Fraud.com needed a scalable CRM platform to manage their prospects and existing account base and a simple and intuitive solution to manage their products and services and the ability to configure a technically and commercially viable quote solution.
Different products, bundles, pricing options, approvals, discounts and an approval process needed to be built into one tool in order to streamline the quoting process.
How Did We Help?
Silver Softworks identified the immediate and longer term challenges faced by fraud.com and created a solution proposal that would address each of these.
We ran discovery workshops to ensure Silver Softworks had a thorough understanding of fraud.com’s business requirements and created a design document that captured this all in one location.
A combination of Sales Cloud, CPQ and CTI have been set up to help the fraud.com team manage their Lead to Cash process and ensure all touch points with their prospects and customers are now managed in Salesforce, providing a 360 view.
Salesforce Products Used
Leads: Lead Management
Web-to-Lead automation for website Contact Us form completion. Configuration of Lead assignment rules to automatically route new leads to the correct queues or users.
Opportunities: Pipeline Management
Distinguish between Net New and Renewal opportunities using a single uniform sales process. Multi-currency, Collaborative Forecasting & quota/target tracking.
CRM: Accounts & Contacts
Tracking of accounts (clinical commissioning groups), contacts, and their complex relationships to each other.
Salesforce CPQ: Automated Quoting
Configuration of Products, Price Books & Bundles including product features, options and additional variables to ensure that quotes can be created quickly and accurately, including discount rules and subscription management.
Contract Management: Quote Templates
Creation of multiple quote templates in different languages.
Contract Management: Amendments
Users can easily add new products to an existing contract or remove them mid-term.
Contract Management: Automated Renewals
Automatically generates renewal opportunities in the system, including any relevant CPI increases or product price changes.
Approvals Processes: Contract Approval
Trigger manager approval for additional validation and approval for quotes where discretionary discount crosses a set threshold.
Aircall is the phone and communication platform designed for Salesforce sales and support teams. It is an entirely cloud-based voice solution.
Analytics: Reports & Dashboards
A suite of reports and dashboards provides analytics across the solution, including sales pipeline, service cases & SLAs, and revenue recognition.
How we can continue to help fraud.com
As one of our managed services customers, fraud.com continues to benefit from an ongoing collaboration with Silver Softworks.
With around the clock access to our certified team, fraud.com are able to implement continuous improvements on their Salesforce instance and ensure the system is always up to date, as well as being able to implement new processes and products quickly to keep up with their rapidly changing business.
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