salesforce client success stories
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At Ascend, we fix Salesforce issues — but that’s just the start. We learn your business and bring ideas and solutions for advancing capabilities.
We’ve helped clients
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INSURANCE
FINANCIAL SERVICES
MANUFACTURING
OTHER
Insurance
Call Center Streamlines Processes
Ascend enables efficient processes for 400+ rep Financial Services call center through improvement of service call authentication
Call Center
5k – 10k Employees
Midwest
Challenges
- Ineffective process for training new call center reps on caller verification due to numerous data sources
- Inadequate average handle times due to use of manual process reference guides
- Lack of automated customer service
standards for call handling - Limited ability to flag fraudulent inbound calls
Solution
- Implemented Financial Services Cloud for call center use case
- Configured service features including case management, Omnichannel, service console, chat, queues, and routing
- Streamlined processes and automated flows including inbound case generation, CTI phone system integration, and service call authentication
- Implemented Shield for data encryption and policy automation
Outcome
- Reduced risk and eliminated human error in authentication process through compliance automation
- Reduced new employee training and onboarding timeline
- Gained ability to report key metrics with ease
- Increased employee satisfaction through simplified processes and integrated systems
Insurance Carrier Chooses Distributed Marketing
Marketing Cloud Distributed Marketing enables effective targeted outreach to recruit new insurance agents
Insurance 1k – 5k EmployeesMidwest
Challenges
- Absence of automated marketing efforts
- Inability to execute customer journeys
- Lack of personalized messaging
- Insufficient visibility into recipient data
- Inaccurate data and subscriber duplication
Solution
- Implemented Marketing Cloud features and functionality
- Enabled sales team with pre-approved, branded marketing messages
- Provided user training to better leverage Journey Builder and Distributed Sending
- Cleaned up data to reduce technical debt and duplicates
Outcome
- Increased success with personal messaging of marketing outreach to agents
- Improved adoption with expertise in utilizing Journey Builder effectively
- Positioned team for efficiency with pre-approved look and agent messaging
- Reduced technical debt, Increased data integrity, and improved key metrics
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ASCEND ESTABLISHES CUSTOM INTEGRATION WITH FSC
Ascend provides a strategic multi-phased approach to integrate FSC & Agency Integrator for General Brokerage Agency creating a centralized instance to manage insurance operations.
INSURANCE BROKERAGE LEVERAGES FINANCIAL SERVICES CLOUD
Ascend helps Holmes Murphy and Associates position for the future and shrink business department silos.
INSURANCE CARRIER CHOOSES DISTRIBUTED MARKETING
Marketing Cloud Distributed Marketing enables effective targeted outreach to recruit new insurance agents for Midwest carrier.
Financial Services
A 360-Degree View in Finacial Services
Ascend creates a data improvement solution enabling effective communication and cross-sell initiatives
Financial Services50-200 EmployeesMidwest
Challenges
- Ineffective data sharing available between business departments
- Insufficient data hygiene management
- Inadequate infrastructure to enable significant expected growth
- Lack of marketing automation tool
Solution
- Migrated from Sales Cloud to FSC to capitalize on standard functionality and user experience
- Upgraded data migration process with staging tables
- Implemented Marketing Cloud, Email Studio, and Journey Builder
Outcome
- Leveraged Marketing Cloud for targeted campaigns leading to increased sales
- Reduced duplicate data providing a 360-degree view of customers and prospects
- Enabled management of future growth utilizing new FSC with household accounts
- Streamlined legacy data migration across departments, saving time and improving employee morale
Wealth Firm Increases User Adoption
Ascend leads business process review, gains employee feedback, and implements key changes
Wealth Management1-10 EmployeesSouthwest
Challenges
- Inability for advisors to access customer data with ease
- Inefficient manual processes outside of Salesforce
- Inadequate user knowledge and adoption of Salesforce
Solution
- Conducted business process review to document and prioritize business objectives
- Designed automation to standardize processes around client reviews and onboarding
- Generated list views to help prioritize tasks based on user feedback
- Provided thorough admin and user training
Outcome
- Increased user adoption and activities entered
- Established Salesforce to be considered source of truth
- Implemented roadmap of enhancements and expansion to additional areas of the business utilizing Ascend’s Salesforce Managed Services
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Unlocking Success with Salesforce Sales Cloud
Ascend implemented Salesforce, integrated TrustDesk, and helped firm optimize FSC, enabling improved communication and increased visibility for customer engagement.
ASCEND EQUIPS AGILE TEAMS
Ascend helps equipment financer build an agile team that delivers innovation for their customers.
ASCEND SUPPORTS FUTURE INNOVATION WITH FSC MIGRATION
Ascend’s Salesforce product expertise advised a robust internal banking team in a complex FSC migration.
Manufacturing
Manufacturer Delivers on Customer Service Experience
Ascend helps manufacturing company improve and standardize customer service functions
Manufacturing10,000+ employeesMid-Atlantic
Challenges
- Disconnect in 360-degree view of the customer due to three ERP systems leading to gaps in the customer profile
- Lack of processes to ensure positive and consistent customer experience
- Difficulty coordinating services to customers and orchestrating resource usage due to constant collaboration with Sales, Quality, and Product Teams
Solution
- Implemented Service Cloud and designed common processes leveraging the Service Console across geographies and products
- Developed customer segmentation to differentiate between service offerings
- Integrated single ERP data source to consolidate process and product documentation
Outcome
- Enhanced employee experience by reducing the number of systems needed to resolve service calls
- Increased first call resolution leading to overall improvement in customer satisfaction
- Delivered ability to provide appropriate answers and commit to delivery timelines
Chocolate Manufacturer B2B Commerce Support
Ascend delivers ongoing support and maintenance in complex org for Midwest chocolate manufacturer and distributor
Manufacturing200 – 500 employeesMidwest
Challenges
- Duplicate data due to conflicts between B2B Commerce, prior customizations, and the client’s payment portal
- Inconsistent handling of customer address information leading to incorrect data passed to fulfillment system
- Lack of dev ops process impacting release enhancements
- Insufficient internal team Salesforce resources
Solution
- Provided overall support of B2B Commerce, Experience Cloud, and Pardot
- B2BCommerce: Resolved inconsistencies between standard configuration, prior customizations, and the client’s payment portal to deliver accurate reporting
- Experience Cloud: Corrected issues in customer-facing community sites used as e-commerce portals
Outcome
- Recognized an ROI improvement on their Salesforce investment
- Addressed payment issues such as payment provider web services, browser interaction, & client experience
- Increased revenue with improved management for abandoned guest user shopping cart data
- Established a partnership with Ascend, including assistance with technical screening of prospective employees
"We were looking for a Salesforce partner to grow with and drive efficiency and user experience throughout our diverse and decentralized team and"
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ASCEND ENABLED AN INCREASE IN USER ADOPTION BY 300%
Ascend successfully migrates team to Lightning interface allowing for a streamlined internal user experience while establishing best practices for future maintenance.
INK MANUFACTURER FINDS ITS MATCH
Ascend provides strategic growth advice and reduces the backlog of Salesforce enhancements.
Ascend Orchestrates Wenger's CRM Revolution
Ascend streamlined sales operations, boosting efficiency and laying a solid foundation for future growth.
OTHER
Retail Grocer Enhances Customer Service
Ascend helps retail grocery store chain manage customer service channels to drive service agent effectiveness and boost customer satisfaction
Retail | Call Center10,000+ EmployeesMidwest
Challenges
- Lack of customer source of truth due to multiple disconnected systems
- Inadequate user experience due to long wait times
- Incomplete logging of customer issues and reactive approach to customer support
- Insufficient reporting capabilities
Solution
- Implemented Service Cloud to include case management, queues, Omni-Channel routing, knowledge, entitlements, notification workflows, CTI, and email-to-case
- Developed 360-degree view of the customer
- Architected Chatter for departmental and individual collaboration
- Designed reports and dashboards for visibility into results for executive leadership
Outcome
- Enhanced service tracking consistency with logged and categorized cases
- Improved employee satisfaction with access to accurate customer data, leading to more proactive customer support
- Eliminated manual inefficiencies through streamlined business processes
Advisor Firm Increases Pipeline
CPA and advisor firm experiences big results from Lightning migration and Pardot implementation
Accounting50-200 EmployeesMidwest
Challenges
- Lack of concrete processes to manage incoming leads and opportunities
- Ineffective data structure with prospects in multiple sources
- Inability to report key metrics
- Inadequate communication between sales and marketing
Solution
- Deployed Service Cloud with Shield
- Implemented Pardot to manage leads
- Designed automation for Web-to-Lead, Web-to-Case, and assignments
- Created custom revenue reports
- Developed integrations using Jitterbit
Outcome
- Doubled volume of opportunities since solution deployment
- Armed advisors with relevant customer data
- Improved user adoption and activity entry rates
- Positioned advisors to proactively initiate customer interactions
- Increased number of new clients successfully onboarded monthly
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Company Elevates CRM Game with Ascend
The Stelter Company optimizes CRM with Ascend's Salesforce expertise, streamlining operations and setting a benchmark for future projects.
Transforming Deal Dynamics with Salesforce
BH Management revolutionizes real estate deal management, partnering with Ascend to seamlessly integrate Salesforce CRM, enhancing data accessibility, fostering collaboration, and unlocking strategic growth possibilities.
Ascend Drives TAI's Membership Revolution with Salesforce
Ascend's Salesforce solution revolutionizes TAI's membership management, saving time, enhancing communication, and paving the way for sustained growth in Iowa's tech community.
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