MetaDesign Solutions
MetaDesign SolutionsStreamlining IVR and CRM Workflows with Seamless Salesforce Integration for Knowlarity
Overview
MetaDesign Solutions successfully partnered with Knowlarity to develop a custom Salesforce solution, integrating its cloud-based IVR system with Salesforce. The solution enabled real-time customer data retrieval and automated outbound calls through Salesforce’s platform. The integration allowed sales representatives to access and manage client information seamlessly, boosting efficiency and customer service performance.
about the client
Knowlarity is a leading provider of cloud-based IVR solutions, offering businesses in India a robust SaaS platform to streamline communications through IVR services, intelligent routing, and virtual numbers. Their cloud telephony solutions empower companies to automate customer interactions and simplify communication processes, ensuring effective engagement with clients.
As a prominent player in the cloud communications industry, Knowlarity sought to enhance its platform by integrating it with Salesforce, a popular CRM tool used by its customers. This integration aimed to create a seamless experience for sales teams by connecting the IVR system directly to Salesforce, automating tasks such as pulling customer records during inbound and outbound calls, and organizing call lists for efficient outreach. This required a highly tailored solution that would blend Salesforce’s CRM capabilities with Knowlarity’s existing telephony infrastructure.
Industry Domain
Advertising & Marketing
Service Category (Service-line)
Salesforce Development / Digital Product Development
Technologies Used
Salesforce
Salesforce Apex
Javascript
Challenges
Customizing Salesforce for Knowlarity’s Needs: Salesforce needed to be tailored to retrieve customer information based on incoming or outgoing calls from Knowlarity’s IVR system, requiring advanced customization through APEX programming and Visualforce.
Real-Time Data Retrieval: Ensuring that customer data from Salesforce was pulled in real-time when calls were received or made.
API Integration: Seamlessly integrating Knowlarity’s APIs with Salesforce’s existing ecosystem while maintaining a smooth user experience.
Scalability and Flexibility: Building a solution that could scale with Knowlarity’s growing customer base, without compromising performance.
User Interface Optimization: Developing a smooth, intuitive interface using Salesforce Lightning Components that was easy for sales teams to use during high-call volumes.
Solution Scope and Services
MetaDesign Solutions took a comprehensive approach to solving Knowlarity’s challenge of integrating their IVR services with Salesforce. We worked closely with Knowlarity’s team to develop a solution blueprint that outlined the technical and process-related aspects of the integration. Upon approval of this plan, the development team proceeded with coding the custom Salesforce solution.
The project involved integrating Knowlarity’s IVR system with Salesforce’s CRM using APIs that allowed real-time data exchange between the platforms. Leveraging Salesforce’s APEX programming language and Visualforce framework, MetaDesign Solutions created a solution that automatically displayed customer data during inbound and outbound calls. Additionally, the outbound calling functionality enabled sales teams to create calling lists and automate customer outreach directly from Salesforce. The use of Salesforce Lightning Components helped deliver an enhanced user interface, making the solution both powerful and easy to navigate.
Leveraging Salesforce APEX for Custom Workflow Automation
The use of Salesforce’s APEX programming language allowed MetaDesign Solutions to create custom workflows tailored to Knowlarity’s IVR processes. By developing logic that matched customer records with incoming phone numbers, APEX enabled real-time retrieval of client data, enhancing both customer experience and sales team productivity.
Enhanced User Experience with Salesforce Lightning Components
The integration solution was developed using Salesforce Lightning Components, providing an intuitive and responsive user interface. This optimized the experience for sales teams, allowing them to manage calls, access customer data, and automate calling lists efficiently within the Salesforce platform.
Real-Time API Integration for Seamless Communication
Integrating Knowlarity’s API with Salesforce ensured seamless communication between the two platforms. The solution provided real-time access to customer records and automated outbound call management, significantly improving the efficiency of Knowlarity’s IVR system and reducing the manual workload for sales teams.
Results
The custom Salesforce solution developed by MetaDesign Solutions delivered substantial value to Knowlarity by enhancing its IVR services with CRM integration. Sales representatives no longer had to search manually for customer information during calls, resulting in increased productivity and efficiency. The integration also allowed automated outbound calls from Salesforce, significantly improving customer outreach processes.
This project demonstrated MetaDesign Solutions’ ability to leverage Salesforce’s advanced features and tailor them to meet the specific needs of Knowlarity’s platform. The resulting solution optimized workflows and provided real-time insights, helping Knowlarity offer an even more comprehensive cloud telephony service to its customers.