Empowering Social Work with CRM Analytics
InspiroWorks helped a social work association overcome reporting limitations by building a CRM Analytics solution, enabling data-driven decisions on revenue, customer engagement, and payment tracking efficiently.
Background
This national social work association, with 16,000+ members, supports the profession’s growth and ensures competence through accreditation, research, supervision, and training. As a member of the International Federation of Social Workers, they are committed to the global social work community.
To manage customers, marketing, and services, they use Salesforce CRM and Experience Cloud for customer and partner interactions. They approached InspiroWorks to develop a Reporting & Analytics system, enabling leadership to gain insights into customer data, course registration metrics across Australian states, payment cycles, revenue tracking, and data snapshotting.
Areas Of Challenges
Limitations in Reporting
The client faced constraints using standard Salesforce reporting tools, which hindered the generation of reports with essential KPIs.
Customer Metrics Gap
The lack of a streamlined system for accessing customer data made it difficult to generate insights across different geographic locations.
Payment Plan Monitoring Deficiency
There was no specific dashboard to monitor and manage payment plans for individual members.
Course Usage Challenges
Difficulties arose in accurately measuring online course engagement across various Australian cities.
Payment & Revenue Issues
Assessing expected revenues, payment failures, and outstanding customer payments proved difficult with the existing system.
Costly CRM Analytics Access
Accessing CRM Analytics data directly from Salesforce record detail pages incurred additional licensing costs.
Our Solutions
After understanding all reporting challenges and also taking into consideration their expectations, we build a CRM Analytics Reporting solution with below mentioned functionalities to meet their requirements:
- Created CRM analytics reports for KPI visibility, covering expected revenue, payment cycles, heatmaps, data snapshots, and course usage.
- Developed reports to track payment failures, enabling better financial planning and risk management.
- Built Australia’s Heat Map dashboards to visualize customer metrics across regions with interactive filters.
- Assembled a data snapshotting recipe to filter and view historical insights for specific dates.
- Developed Lightning Web Components to present CRM analytics data with enhanced user experience.
- Integrated custom APIs for internal and external users, reducing licensing costs and improving
Key Benefits
Utilizing custom LWCs, the analytics API displays data efficiently, cutting costs by removing extra CRM analytics licenses.
Marketing efficiencies from course insights and heatmap analysis improved strategies, potentially boosting profitability.
Operational efficiencies in the marketing team, driven by insights gained, could indirectly improve customer services through more targeted and efficient strategies.
The overall reduction in manual effort in constructing intricate queries for Salesforce data retrieval improved operational efficiency across teams.
The finance team's efficiency in recognizing payment issues directly improves customer retention.
Analytics insights give agents a 360° view of customers, including payment cycles, empowering calls and enhancing the customer experience
Customer Testimonials
Working with Inspiroworks has been a pleasure. The salesforce partner has provided guidance on how best to approach problems and projects. Scoping and risk management has been excellent and is an overall pleasure to work with
