Exact Customer Success process excellence

About company

Exact is a market leader for business software in the Benelux, it deals with solutions for the automation of accounting, financial, ERP, HRM and CRM processes. Exact’s customers are very diverse, from small local entrepreneurs to large organisations operating worldwide.

Business challenge

Exact has divided its customers into segments and wants to bring support for small and medium-sized organisations together on one platform. Customer experience is key, which means quality service and knowledge sharing through various channels provide the means to quickly providing the customer with a quality service. Exact small business & accountancy is already an enthusiastic user of Salesforce Service Cloud. Bringing the support process together in Salesforce contributes to standardisation and promotes the exchange of employees across the various support departments if required. Additionally, the goal is to improve efficiency through the transition from Salesforce Classic to the Lightning Service Console, as well as to gain greater control over the different channels over which cases are reported through the implementation of Omnichannel.

Approach & Services

Brightfox has started a number of workshops to map the current processes. This created a good picture of how Salesforce should be set up, and Exact had the opportunity to review their processes and then harmonise them across the different business units. Functionality is embedded in Userstories and summarised in Epics. Based on business value and risk profile, prioritisation has been given to the relevant Userstories and Epics. Together with the internal Exact Salesforce team and the Brightfox team, a development team has been formed to bring new sprint functionality and business value to the Salesforce platform through good cooperation for every sprint.

Product solutions

Marketing Cloud, Community Cloud and Service Cloud were already used in the Exact Salesforce environment. With various adjustments to the existing environment, and the addition of Salesforce Knowledge, Portals, Omnichannel and Lightning Service Console, the Exact MidMarked service organisation is now also onboarded on the Salesforce platform. Various data connections within Exact have also been achieved using Mulesoft.

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