CUSTOMER SUCCESS STORY
Reduced Spreadsheet Use by 75%, Saved One Hour of Daily Employee Time
Lighthouse Financial Corp. began using Salesforce as its primary CRM system in 2022, and found they needed post-implementation assistance and special project support. They enlisted rSTAR for help automating cumbersome processes that hampered their ability to efficiently close accounts. rSTAR provided managed services for Lighthouse with an emphasis on Salesforce post-implementation support, troubleshooting, and enhancement requests
In this case study, you will learn how Lighthouse:
- Transitioned away from “spreadsheet central” to a streamlined, automated Salesforce powerhouse, reducing spreadsheet usage by 75%
- Saved one hour of time per day, per employee - a potential saving of tens of thousands of dollars per year – though automation via Salesforce Service Cloud
- Made data easier to find, use, and reference after workflows were transitioned to Salesforce
- Implementing enhancements of Salesforce app exchange apps improved automation with the launch of Salesforce workflows and Salesforce usage
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Reducing Spreadsheet Use Saved the Company Thousands of Dollars
Challenges
- Heavy reliance on spreadsheets - “We had a spreadsheet for everything!”
- Time-consuming manual processes
- New to the Salesforce platform; unsure where to begin
Results
- Automation of critical customer email saved employees one hour of time per day
- Value worth of the time already saved comes to nearly $20,000 and 400+ hours, continuing even today
- Reduced spreadsheet usage by 75%
- Improved automation with the launch of Salesforce workflows
- Improved Salesforce usage
Results
- Reduced call volume by 18% via self-service
- Improved customer satisfaction ratings for support interactions by 10%
- Eliminated hold times for outage reports & updates by 100%
- Provided customers with a responsive self-service experience
- Created an automated pipeline between customer needs on the utility’s website, other chatbot platforms, and the Oracle Service Platform
