Project Overview
MetaDesign Solutions partnered with Knowlarity to develop a custom Salesforce solution, integrating its cloud-based IVR system with Salesforce CRM. The solution enabled real-time customer data retrieval and automated outbound calls through Salesforce’s platform.
Solution Scope and Services
MetaDesign Solutions integrated Knowlarity’s IVR system with Salesforce CRM using APIs for real-time data exchange. The solution automatically displayed customer data during calls and enabled automated outbound calling lists from Salesforce.
Custom Workflow Automation with Salesforce APEX
Salesforce APEX enabled custom workflows matching customer records with incoming phone numbers for real-time retrieval of client data, enhancing both customer experience and sales team productivity.
Have a similar challenge?
Our experts can help you build custom integrations and plugins tailored to your business workflows.
Enhanced UX with Lightning Components
Salesforce Lightning Components provided an intuitive and responsive interface, optimizing the experience for sales teams managing calls, customer data, and automated calling lists.
Real-Time API Integration
Integrating Knowlarity’s API with Salesforce ensured seamless communication between the two platforms, providing real-time access to customer records and automated outbound call management.
Key Challenges
Salesforce Customization
Tailoring Salesforce to retrieve customer information based on incoming/outgoing calls from Knowlarity’s IVR system.
Real-Time Data Retrieval
Ensuring customer data from Salesforce was pulled in real-time during calls.
API Integration
Seamlessly integrating Knowlarity’s APIs with Salesforce’s existing ecosystem.
Scalability
Building a solution that scales with Knowlarity’s growing customer base without compromising performance.
UI Optimization
Developing an intuitive interface using Salesforce Lightning Components for high-call-volume scenarios.
Results & Outcomes
The custom Salesforce solution delivered substantial value to Knowlarity by enhancing its IVR services with CRM integration. Sales representatives no longer needed to search manually for customer information during calls, resulting in increased productivity and automated outbound call capabilities.
