The CRM Science team continues to show their strength in Salesforce Lightning by taking home their third Salesforce Partner Innovation Award in Lightning Leadership at Dreamforce 2018 for their work with AAMCO.
“We are excited to be recognized as the first ever Lightning Leadership Partner Innovation award recipient,” said Ami Assayag, Founder of CRM Science, “Our continued efforts to stay as leading experts in the Salesforce ecosystem, which includes leading the charge on the latest technologies that Salesforce offers like Lightning and Einstein, continues to prove important for our clients.”
AAMCO is the world’s largest chain of transmission specialists and a leader in total car care services. AAMCO has been working with CRM Science since 2015. CRM Science and AAMCO were previously recognized in 2016 with the Partner Innovation Award for the Connected Ecosystem.
One of the main 2018 efforts included building a mobile ready Lightning Community that encourages franchisees to migrate their centers to a new point-of-sales system (AMS). Utilizing Einstein Analytics and Lightning Knowledge to deliver content, dashboards and case deflection, the new community created a streamlined process to onboard franchises into the new POS. The Lightning community has provided users with unprecedented visibility into franchise operations and performance, expanding upon AAMCO’s business goals of self service information and interaction. Having this full-featured community on mobile and all device formats gives employees constant access to the tools they need.
Another effort was geared at helping the AAMCO technician support department that was bogged down with employee calls and needed more efficiency when disseminating information. Self-service support was enabled for AAMCO center technicians through the tech support web form enhancements, reducing inbound calls and case submissions to AAMCO’s support. Through the lightning community franchisees can stay up to date on the newest additions and available forms, track form status, and chronicle responses.
Another goal for 2018 was to expand the usage of the already established AAMCO Community to Customer Service Managers who manage each center. CRM Science enhanced their National Accounts portal to replace spreadsheets that were previously managed in an uncontrolled format, increasing employee productivity and eliminating error prone tasks like manipulating spreadsheets.
These innovations for AAMCO using custom Lightning Communities and Lightning Components have increased their productivity and revenue generation since the solution was implemented. There are many more enhancements are on the roadmap and we look forward to continuing to partner with AAMCO on making their teams more successful with the Salesforce platform!