Vastgoed Nederland: less complexity with Salesforce
The challenge
A few years ago, Vastgoed Nederland (then VBO) selected Salesforce as its new CRM solution. Before then, they were using Act! The implementation was done by an unapproved Salesforce implementation partner who, moreover, had no prior experience with Salesforce.
In November 2016, Vastgoed Nederland met with TwoPurpose. A comprehensive analysis was then done after which a recommendation was issued. The main outcome of the analysis was that the ICT infrastructure was extremely complicated and that due to the different systems, they did not have 'one version of the truth'. Moreover - due to Salesforce's poor set-up - future ambitions such as phone integration and customer self-service were impossible or difficult to realise and there was minimal Salesforce adoption. "Reducing complexity" became the motto for the re-implementation.
The solution
Based on TwoPurpose's advice, a sustainable Salesforce implementation was achieved. The key components of the solution were:
setting up the customer service and complaints process through Case Management
setting up membership records, including generating invoice rules
a working, two-way integration between Salesforce and the financial system
reports and dashboards showing management information on the status of payments, realised and expected revenues, turnaround times, etc.
user-oriented extensions and adaptations to promote adoption
"From a mush of software packages to one user-friendly system."
The result
Vastgoed Nederland experiences it as a relief that the billing of contributions and services is now seamlessly driven from Salesforce. This saves many hours of manual work every week. Handling queries and complaints is now well supported and management has access to accurate information on which to base decisions.
Enthusiasm about Salesforce within the organisation has improved dramatically and plans are underway to expand functionality for Professional Estate Agent Training and Professional Estate Agent Examinations. Providing services and information to members is essential for Vastgoed Nederland; Salesforce forms the basis for this.
