Reliance Matrix
Reliance Matrix's Salesforce Pre-Sales Process Transformation with 'Email to Anything'. Reliance Matrix required a Salesforce solution that could efficiently integrate and manage emails, an essential communication channel for the pre-sales process. They needed an email tracking solution that would not only accommodate their growing operational demands but also improve overall customer interaction and satisfaction. Email-to-anything has improved visibility of their sales pipeline and cut their time-to-quote in half.
Email-to-anything solved that gap that Salesforce has between standard email management features and what's possible with custom objects.
Customer snapshot- Account
- Reliance Matrix
- Industry
- Life Insurance & Absence Management
- Employees
- 2,500
- Department
- Sales
- Products
- Email-to-Anything
Who is Reliance Matrix
Based in Philadelphia, Reliance Matrix is a leading provider of insurance and absence management solutions for employer groups of all sizes. A member of the global Tokio Marine Group, Reliance Matrix combines Reliance Standard Life Insurance Company, an A++ rated benefits carrier; and Matrix Absence Management, a leading absence third party administrator (TPA).
Challenges
- Salesforce was underutilized for customer relationship management platform; instead, it was primarily functioning as a data management tool.
- Valuable communications 'lived' in the individual inboxes of the sales team. The team needed to integrate an external email system with Salesforce for efficient tracking and communication throughout the pre-sales process.
- The out-of-the-box Salesforce setup did not support the company's bespoke sales process, particularly in handling email communications and tracking against a custom object.
Solution
The introduction of 'Email to Anything' (E2A) meant that all email communications between the Sales team and the customer were tracked automatically and intelligently within Salesforce.
- E2A provided additional functionalities to support the Sales process such as email templates and the ability to send direct email communications from Salesforce
- They benefited from further visibility and efficiency with a custom integration with third-party app, S-files, ensuring that Salesforce was maintained as the system of record.
- The solution delivery was fully supported throughout by the E2A team, including customization and setup assistance.
The support and flexibility of the E2A team were crucial to the success of this implementation.
Results
- Significant improvement in email management and process transparency meant that Salesforce is now the trusted system of record.
- 100% improvement in turnaround times for quotes
- Significantly improved tracking of sales requests and communication has contributed to record sales.
Summing up
The integration of 'Email to Anything' (E2A) within Salesforce at Reliance Matrix showcases the company's commitment to enhancing operational efficiency and customer communication. This strategic move not only streamlined their email management processes but also fostered an environment of transparency and rapid response, ultimately contributing to record sales and customer satisfaction. The success of this implementation underscores the importance of adaptive solutions in meeting evolving business needs and the significant impact such tools can have on a company's productivity and growth.
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