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.
A project manager oversees all aspects of a project, including budget, schedule, scope, and risk management. They work closely with the technical lead to manage and escalate risk and act as the main point of contact with clients and internally, providing regular updates on the project’s progress.
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