Efficient Customer Service Process Implementation

This document outlines a streamlined approach to utilizing Salesforce and Arya for delivering telecommunications services from Cost Star to Stardust Ventures in Colorado. It highlights key roles and interactions required to manage customer service efficiently.

Step 1

Begin by familiarizing yourself with the roles involved in a standard interaction. These include the telecommunications company, Cost Star, and the client, Stardust Ventures, located in Colorado.

Step 2

The primary roles include the Product Manager, responsible for creating service offers, and the Sales and Customer Representative, crucial for client interactions.

Step 3

The Sales and Customer Representative, Charlie, handles direct client interactions, in this case with Julie Smith from Stardust Ventures. Julie is managing the expansion into a new office in Colorado.

Step 4

Now, let’s explore the different stages of interactions over time. The first stage is Offer Creation, where the Product Manager develops various service offers. Next, Charlie processes the client's order or service request.

Step 5

For this exercise, fast forward four months to what we call 'Day Two', where Julie approaches us with a billing query: "Why was this month's bill so high?"

Step 6

Today, we will review two business cases: setting up service for the new office and addressing Julie's billing concerns.

Step 7

The first case involves establishing service for the new office, while the second case addresses Julie’s inquiries. We will now proceed to the application on Salesforce.

Step 8

Please allow me a moment to organize the interface. We are currently on Salesforce’s main screen, reviewing the Stardust Ventures Colorado account.

Step 9

Prior to this exercise, the lead was created as per standard protocol. We will now focus on registering the service request.

Step 10

Use the Quick Actions buttons to initiate a Quick Order. This action reveals available offers tailored for small businesses.

Step 11

Among the available options are Zoho Work from Home, Essential Internet, and Supreme Internet. For this exercise, select the Work from Home offer.

Step 12

The Zoho Work from Home offer includes home internet, a security software package, and an installation kit.

Step 13

This offer breakdown allows adjustments in quantities or the addition of new products. You can replicate the request to install multiple services if necessary.

Step 14

The 'Adjust Price' option is essential for sales representatives, especially in B2B scenarios, enabling adjustments to list prices either by percentage or quantity.

Step 15

You can apply these adjustments once, recurrently, or for usage records. For this exercise, we will proceed with standard list prices and register the order.

Step 16

Upon confirming and registering the order, Salesforce dissects it into actionable tasks required to deliver the service. Access Order Management to explore Salesforce’s internal order management process.

Step 17

Salesforce decomposes the chosen package, Zoho Work from Home, detailing components such as fiber internet and security software. Any required fieldwork generates corresponding work orders.

Step 18

Let's explore Salesforce’s orchestration plan, which showcases how different service components are coordinated for efficient service delivery.

Step 19

This orchestration plan, although not always accessible to all support staff, illustrates the integration with the billing system to facilitate service delivery.

Step 20

This integration calls Arya Billing Cloud. Once the request is finalized and jobs are assigned, the system automatically generates subscriptions.

Step 21

Returning to the Stardust Ventures Colorado account, you’ll see a generated invoice, illustrating the seamless data transfer between Salesforce and Arya for billing purposes.

Step 22

Click to view the generated invoice, showcasing comprehensive details provided by the billing system, not Salesforce.

Step 23

This billing data, including tax calculations, originates from Arya Billing Cloud.

Step 24

The integration ensures accurate accounting. Notably, the account balance is zero.

Step 25

A payment was made via credit card, reflecting this zero balance.

Step 26

Stardust Ventures, as an existing client, was set up with a corporate credit card as the payment method, automating the billing and payment processes.

Step 27

Generally, no further actions are necessary.

Step 28

However, for more detailed insights, use these buttons to access Arya’s self-service portal, either fully integrated or through APIs.

Step 29

This is the recent subscription for Julie. Navigate to the invoice section for more details.

Step 30

Here, the invoice viewed in Salesforce is displayed, confirming payment via credit card.

Step 31

This process outlines what we term 'Day One', the creation and processing of the order, and officially establishing the Stardust Ventures Colorado office.

Step 32

The order is now complete, marking the successful opening of the Stardust Ventures office in Colorado.