CRM Science shares the 2018 Salesforce Partner Innovation Award honor with consulting client AAMCO.
The CRM Science team continues to exhibit expertise in Salesforce Lightning Experience by sharing a 2018 Salesforce Partner Innovation Award (PIA) for Lightning Leadership with AAMCO.
Unifying more than 600 AAMCO franchise locations spread across North America, CRM Science built a mobile-ready Salesforce Lightning Community portal to empower AAMCO staff with a single source to access sales and marketing enablement resources, company news, support, and more.
First Salesforce Partner Innovation Award for Lightning Leadership
This is the first year Salesforce has recognized a consulting partner with a Lightning Leadership Award, and the success of the AAMCO Salesforce Lightning Community portal as indicated through engagement metrics led to the win.
“We are beyond thrilled to be recognized as the first-ever Salesforce Lightning Leadership Partner Innovation award recipient,” said CRM Science Founder and CEO Ami Assayag. “Our team continuously works to sharpen their expertise in the Salesforce platform, and we’re proud to partner with clients who understand the advantages of leveraging these cutting-edge solutions.”
Second Salesforce Partner Innovation Award for CRM Science and AAMCO
AAMCO, the world’s largest franchisor of transmission specialists and total car care services, has been working with CRM Science since 2015, and the teams were previously recognized with the 2016 Partner Innovation Award for the Connected Ecosystem.
Salesforce Lightning Community Portal for Franchise Partners
One of the main 2018 efforts included building a mobile-ready Salesforce Lightning Community portal that encourages franchisees to migrate their payment system to a new AMS point-of-sale system. 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 point-of-sale system.
The Salesforce Lightning Community provides users with access to franchise operations and performance expanding upon the AAMCO team’s goals of utilizing technology for self-service information and interaction. Having the portal available all device formats, including mobile, gives employees constant access to the tools they need.
Decreasing Support Calls through Case Deflection
CRM Science and AAMCO also worked together to increase efficiency for the AAMCO technician support department. Support staff had trouble handling the volume of support calls and cases, and they needed better efficiency when disseminating information.
The CRM Science team enabled self-service support for AAMCO center technicians through tech support web form enhancements, which significantly reduced inbound calls and case submissions to AAMCO’s support department.
In addition, the Salesforce Lightning Community portal allows franchisees to stay up-to-date on essential information and news, available forms and form status, and chronicle responses.
Connecting AAMCO Staff Across Franchise Locations
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 the AAMCO National Accounts Portal to replace spreadsheets that were previously managed in an uncontrolled format, thus increasing employee productivity and eliminating error-prone tasks like manipulating spreadsheets.
These innovations for AAMCO using custom Lightning Communities and Lightning Components have significantly increased productivity and revenue generation for AAMCO since the solution was implemented.
Contact CRM Science Salesforce Consultants
The CRM Science team partners with enterprise companies, like AAMCO, to implement and optimize business solutions using the Salesforce platform.
CRM Science is a Salesforce Gold Consulting Partner and a Salesforce.org Registered Partner. Our strategic consulting services were recognized by Salesforce in four consecutive Salesforce Partner Innovation Awards, an annual recognition for partners that deliver outstanding client success. Contact CRM Science Salesforce Consultants to learn how your company can operate more efficiently utilizing the latest advancements on the Salesforce platform.
