crmzilla - first call deck

Vivek PaiVP of Business Development

www.crmzilla.comPhone: 1-800-CRM-8937 / 1-800-276-8937, X707Email: [email protected]

Palm Beach, Florida, 33436, United States

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Unleash the Value of your Salesforce CRM!

We empower Salesforce customers to make the best of their CRM investment.

Getting the most out of your Salesforce investment depends on:

• Your post project management and administration• 100% user adoption• Keeping pace with Salesforce releases

Our model and flexible pricing offers expert services which help our clients:

• Unlock the full potential of their Salesforce CRM and platform capabilities • Keep pace with Salesforce technology advancements while focusing on their

primary business objectives

What we do?2

The Zilla Model Our Services Customer Success Our Pricing

With CRMZilla, you are not just buying services—you are starting a partnership.

Our Core Services include:

Salesforce Administration: configuration updates, data import, security and access administration

Release Readiness: for new features, impact analysis on existing customizations, risk mitigation

Customer Success Manager: your dedicated CRM advisor and primary point of contact

The Zilla Desk: our certified Salesforce administrators ensure 24/7 service

Customer Success Portal: create support cases, track status, and view service reports

Access: to a vast pool of technical and functional consultants

Why us? – Core Services3


Our Outcomes based Value Services take your CRM investment to the next level!

• Chatter Adoption• Mobile Apps• Service Cloud Console design• Sales Cloud Console design• Communities

And much more!….for the complete CRM solution

Why us? – Value Services4


In the competitive travel industry, client engagement is key to customer loyalty.

Our client - a 40 agent travel agency looks to maintain an ongoing relationship with customers

Solution

• Enabled lead generation and customer engagement through key channels of engagement - online, mobile and social

• Salesforce Communities product and platform capabilities such as Lead, Campaign, and Case Management were utilized

• Marketing integration with Salesforce Content Repository helped achieve automation

Result

• Improved Customer Loyalty, measured by NPS increase from 6 to 9• Improved referral business• Enhanced customer experience through system automation, CSAT score

of 8.5 out of 10• 20% growth in sales within a year of rollout

Our Sample Engagemen

ts &

Customer Success

– Travel Agency

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Our Pharma client with Veeva CRM upgraded to next generation capabilities

Solution• Multichannel solution customized to industry specific regulations• Supported multiple teams working with varied customers including hospitals,

pharmacies, government organizations, physicians, and key opinion leaders• Brought together domain expertise and Salesforce1 platform expertise

Result• Transformative mobile CRM solution for Field Sales Reps with offline capability• 20% reduction in number of clicks and seamless collaboration between teams

Customer Success – Life Sciences6


Our client - an online law school with ~300 students

Goals: Student and faculty relationship management, access of data, culture of collaboration

Solution

• Leveraged Salesforce Chatter combined with Mobile • A Salesforce connected campus industry blueprint was used to build an end-to-end solution• Deployed Communities designed around 3 areas - Recruiting, Student Success, and Advancement

Result

• Communities helps students get crowdsourced answers from people they might not expect – answers that become a resource as others view it

• Chatter is also used to brainstorm ideas, share files, share articles, videos, links, sites and manage projects together

• Self-service through Communities resulted in 27% reduction in student service cases.• Improved Business Capability, Value - mobile, chatter usage by 100% of the students, emails

reductions by 60%• Improved Student, Faculty engagement - 70% of the students collaborating on daily basis

Customer Success - Education7


Our client, a manufacturing firm with operations in >10 countries had a long-lasting service processes. • Maintenance journals were needed in digital format. • Service staff needed to access information easily• Transactions covered by their SLAs) had to be processed transparently

Solution

• Implemented Salesforce Service Cloud Console with Entitlements, Knowledge, and Case Collaboration capabilities

• CTI AppX App evaluation and integration for inbound call handling• Case assignment through smart routing based on case type, SLA, product category• Optimized multi-tab interface providing 360 degree view of the customer empowering case reps

achieve quick case resolution• Service process customized for the long cycle from case creation to resolution bringing in a high

level of transparency

Result

• Improved Case Management and Data Management resulted in attaining response time of 1 hour or less and 20% reduction in time to resolution

• Increased visibility in service process and operational metrics• One system to manage suppliers and client base from around the world• Improved capabilities allowing quick access to relevant documents like maintenance journals,

shipping information, entitlement contracts

Customer Success - Manufacturing8


Our client, a private investment advisor with 20B Assets under management, dedicated to alternative investing required:

• Their Investment Advisors to consolidate all their qualitative and quantitative data into a centralized database • Fund metrics such as IRR, Track balances at both individual and fund level analyzed• Investor relations, keeping track of interactions related to every client, creating personalized statements

Solution

• Migrated this customer from their legacy CRM to Salesforce to be able to take advantage of social, mobile and cloud technologies

• Worked as trusted advisors during initial product evaluation, implementation strategy, integration and data architecture

• Solutions developed to bring market research, customer research and funds data into Salesforce through integration with other systems

Result

• Insights delivered through Report and Dashboards built on top of this centralized system put investment advisors in charge of their customer data.

• Enabled investment advisors to manage their book of business, keep track of customer interactions, conduct market and customer research from one single place

• Fuel research with automatic database feeds from data providers, Tag and share key documents linked directly to organizations or funds

Customer Success - Finance9


Pricing

Plan Zilla Plan-S1 Zilla Plan-S2 Zilla Plan-M1 Zilla Plan-M2

Suggested for

businesses with

• Salesforce spend of

$10,000 to $50,000 per

year OR

• upto 30 standard users

• Salesforce spend of

$50,000 to $100,000 per

year OR

• 30 to 75 standard users

• Salesforce spend of $100,000 to

$200,000 per year OR

• 75 to 125 standard users

• Salesforce spend of above

$200,000 per year OR

• > 125 standard users

Support Hours 10 hours per month 20 hours per month 40 hours per month 80 hours per month

Price$500 per month

or $6,000 per year plus tax

$950 per month


$1750 per month


$3200 per month


∙ Hours can be rolled over till the end of contract period

∙ Unused Hours can be redeemed for Value Package if applicable

∙ Most of our customers fully utilize the monthly hours as our core services are designed for continuous service and consultation

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Partners

Our Technology and Implementation Partners

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Thank you!

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www.crmzilla.com

Palm Beach, Florida, United States

Phone: 1-800-CRM-8937 / 1-800-276-8937Email: [email protected]

http://www.crmzilla.com/

crmzilla - first call deck

Documents

services customer success

salesforce crm

customer engagement

zilla model

salesforce administration

salesforce customers

value services

salesforce investment