Custom Service Cloud Integration

Finding solutions when disaster strikes.

Project Highlights

Custom development of Service Cloud & Sales Cloud Companywide Salesforce training Streamlined sales workflow
Intention

Intention

Since starting in 2001, Homelink Corporation has helped thousands of displaced families affected by unexpected disasters. They work 24 hours a day, 365 days a year, to ensure that no matter what, a Homelink representative is there to take your call when you are in need of temporary housing. When they first reached out to us they were looking for a solution to a bottleneck in their response time - specifically the time it took to find housing options for families. Homelink needed a strategic partner to help them build a tool that would work with a third-party booking service and their existing CRM, to allow their representatives to easily book accommodations.

Implementation

The first step in this project was figuring out what Homelink’s needs were, and prioritizing them. From there we built an understanding of the third-party booking platform’s API specifications while analyzing Homelink’s pre-existing sales system, so we could develop a custom application to fit on top of their existing Service Cloud system. After exploring their workflow, we discovered a few things that could optimize their process. One being that visual tools, like mapping out the temporary housing options on google maps, provided Homelink representatives with the ability to book faster, and more efficiently based on location proximity and duration.

Impact

Impact

The end result was a custom tool that integrated seamlessly with a third-party booking system to provide real-time data to their internal service team. Their team was able to view, book, and track bookings within their own Service Cloud making it easier and faster to find housing options. The ultimate results of this project were three-fold; they were able to reduce bottlenecks and inefficiencies in their operations - saving time and money. They took technological steps towards positioning themselves as a thought leader in the industry, and most importantly, they were able to get people into temporary homes as fast as possible.

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