Complicated purchase and renewal processes and limited insights and manual activities strained Mobile Beacon’s customer service and hindered timely data exchange with nonprofit partners.
Online forms were buggy, leading to a poor user experience and long lead times to close incomplete orders and renewals, burdening the customer service team.
Mobile Beacon had little insight into why users abandoned the online cart, hindering improvements to the purchase process.
The manual, time-consuming renewal process caused delays in monthly billing and impacted customer service efficiency.
Mobile Beacon’s national nonprofit partner required real-time data exchange, but manual processes could not keep up with the pace of data changes, leading to reconciliation and customer service challenges.
Fíonta partnered with Mobile Beacon to address operational inefficiencies and customer experience, focusing on increasing access to critical communication services across the US. By addressing the challenging purchase and renewal processes faced by customers and staff, Fíonta revamped the online order system, significantly improving user and admin experiences.
We introduced automated functionality within Salesforce Sales Cloud, streamlining the entire order and renewal process and allowing Mobile Beacon to process orders and renewals seamlessly without requiring manual interventions by staff. Real-time sales data updates provide crucial insights, while automated reminders through Marketing Cloud Account Engagement (formerly Pardot) boosted renewal rates.
Through the development of custom APIs, Fíonta helped Mobile Beacon facilitate exchange with national nonprofit partners to resolve customer service issues.
Salesforce and online forms were optimized to offer a smoother purchase experience, reducing order lead times and alleviating strain on customer service.
The fully automated renewal process enabled timely billing and freed staff to focus on other mission-centric tasks.
Real-time data updates and the custom API facilitated seamless data exchange with nonprofit partners, resolving reconciliation and customer service challenges.
Mobile Beacon can process orders and renewals of mobile hotspots without requiring any manual activity by staff. Orders and renewals are managed through online forms and Salesforce workflows, and sales data is updated in real time.
Finally, renewal reminders powered by Marketing Cloud Account Engagement (MCAE) are triggered based on rules that have positively impacted renewal rates and freed up staff to focus on other mission-centric tasks.
Steering all project facets like budget, schedule, scope, and risk management while collaborating with technical leads on risk handling, our project managers serve as the primary liaison with clients, offering frequent updates on project progress.
Senior strategic advisors who focus on business transformation with domain expertise in functional, platform, and integration architecture. Our technical architects articulate solutions and design trade-offs to clients, guide the delivery framework, and oversee complex solution design and development, ensuring technical integrity and soundness of the final product.
Dedicated to comprehending and documenting client business processes, identifying needs, and converting requirements into user stories. The business analyst works with technical leaders on the project to validate that the proposed solutions meet documented acceptance criteria and will satisfy project success metrics. Business analysts play a key role in planning for and executing user acceptance testing and training and change management when applicable.
Salesforce developers specialize in crafting and tailoring applications beyond what is available out-of-the-box using Salesforce-specific tools like Apex, Visualforce, and the Lightning Component Framework, and integrating with various systems through Salesforce APIs.
Specializing in Salesforce and associated systems, our experts configure client instances following technical leads’ solutions, focusing on building functionality.
Leading project solution implementation and coordinating technical processes, our technical leads manage the design, build, internal QA, user acceptance testing, and deployment activities, thus ensuring timely, quality deliverables. Sometimes doubling as solution architects, they work closely with project managers to manage risks and serve as primary client contacts.