FullCRM 2020 - reflecting on the year that was
2020 has been a year of highs and lows for many business and people in Australia.
We have found it to be both a challenging and rewarding year for everyone at FullCRM, and we are thankful for our team’s health and happiness.
As the year is drawing to an end, we have been reflecting on the positives that came out of the year that was 2020!
The highlights of 2020 for FullCRM:
1. We were able to grow the team
Over the course of 2020, we have managed to not only grow the team in size but also expand the different skillsets and capabilities we offer. This year our team has gained an Application Architect, Onshore Technical Consultant, Dedicated Customer Success Team, Project Management Office, Pronto Integration Specialist and additional Functional Consultants.
As a services business, our team of dedicated experts are the very core of our business and key to helping our customers achieve success. We have seen our clients benefit from the expansion of our team as they come from a diverse background and offer a range of different experiences and expertise.
We are proud of the work that was completed and the effort that was put in throughout this year. Everyone deserves a restful and relaxing holiday break, and we look forward to what 2021 will bring!
2. We improved our business processes
In the early stages of lockdown, many of our projects were put on hold as businesses priorities shifted to how their employees would work remotely.
Worked with an external agile specialist
During this time, we engaged an external agile specialist to perform a service design audit and review. During the 6-week engagement, numerous workshops were held with a core team, and we reviewed and improved our end to end project delivery under the agile framework. The core team were also tasked with presenting their findings to the rest of the team. We deepened our knowledge of agile methodology and improved how we conduct discovery sessions. It was great to be the client for a change. It deepened our empathy with clients.
Enhanced our project management software
We also used the time to improve our internal systems. Naturally, we are wall-to-wall Salesforce and last year we chose to use FinancialForce’s professional services automation (PSA) software to assist us in our project management. Having FinancialForce’s PSA during COVID 19 has been key to:
- Onboarding new team members and have them managing existing projects quickly.
- Easily managing remote resources.
- Improved customer satisfaction
Having all of our information available on the one platform provided our team with a 360 view of the customer. If you are looking for a project management tool, we highly recommend utilising FinancialForce PSA.
3. Helped our customers embrace Salesforce technology in a time of need
We saw many of our customers not only survive but thrive during this period with the assistance of Salesforce technology. Utilising the Salesforce functionality was crucial for managing a workforce that was transitioning to remote working.
The brilliance of Salesforce as a platform is based on clicks, not code, and our customers utilised different features, products and apps to improve, adapt and find efficiencies.
A few ways we saw customers embrace Salesforce functionality during this period:
- Refine the evaluation process of real vs. perceived opportunities to concentrate efforts and limited resources on the right opportunities.
- Surface insights on the activities being completed by the team with reports.
- Tailor user home pages to assist with the transition into remote working and stay on top of what is required
- Improve customer service responses and reduce the reliance on phone calls with chatbot and email integration.
- Better collaboration and channel management with partners, dealers and resellers by implementing communities.
- Use Pardot to better communicate with customers & prospects, promote offers, nurture existing opportunities, automate the COVID safe check-in process.
- Take advantage of the Quip free trial to collaborate with team members in real-time on documents, spreadsheets and chat functionality.
The team also put together some useful tips and tricks for Salesforce Admins on how they can best utilise core Salesforce functionality.
Useful tips and tricks for admins:
4. Our AppExchange Accreditations:
Recently Salesforce released the new partner navigator program to assist customers with finding a consulting partner with the right skill set to apply to their implementation. The program consists of three levels that categories a partner’s experience with certain Salesforce products or industry.
- Level 1 Specialist -partners who have proven that they possess the knowledge to deliver customer success in a cloud or industry vertical.
- Level 2 Specialist – partners who have proven that they have the knowledge and experience to deliver on complex projects in a cloud or industry vertical while maintaining high levels of customer success.
- Expert – partners who have proven to Salesforce that they are thought leaders in a cloud or industry vertical. They can handle the largest and most complex projects and achieve the highest standards of customer success.
The FullCRM team was awarded:
We are very proud of these certifications as they are client verified and a testament to the team’s work.
Our client testimonials can be reviewed on our AppExchange listing.
5. More virtual events!
Like many other businesses, we had physical events planned for 2020 that had to be postponed. Not having physical events initially came as a shock to our marketing team; however, using video conferencing was our saving grace. This meant we could host, present and attend many thought leadership pieces, industry round table, webinars, workshops and training sessions.
A few key events for FullCRM this year were:
- Hosted a transport and logistics webinar on clawing back revenue in tough times
- Attended Salesforce Live for Retail & Consumer Good where our valued customer Living Edge shared insights on their digital transformation using Salesforce technology
- Presented at Salesforce Live: Industry Power Hour on Transport & Logistics
- Hosted a webinar for Salesforce Manufacturing Cloud – An Australian Point of View
- Hosted industry round table on why you should integrate Pronto ERP with Salesforce
For hosting events, making the switch to virtual was quick and easy for our team as we used Pardot and Salesforce to manage the registration process and Zoom to facilitate the webinar.
We appreciate the number of virtual events Salesforce had to offer for their customers, prospects and partners over the course of 2020. Key events were available virtually such as Dreamforce To You and Salesforce Live, and they hosted several smaller webinars to help their customers in times of need.
While we look forward to physical events’ returning, we believe virtual events are an invaluable resource. Our team had the flexibility to attend virtual events anywhere in the world that they may not have had the opportunity if it was a physical event.
We found virtual events to be efficient from a resource and budget perspective and will remain on the FullCRM marketing calendar for 2021!
That’s a wrap for 2020!
It has been a challenging year for everyone, and we appreciate the support from our staff, partners and customers. We are very thankful to be coming out the other side!
We hope everyone has a safe and happy holiday and we look forward to everything 2021 will bring.