Contributed by Jamie Wilson
As you may or may not know, Salesforce is UVAFinance’s newest superpower. Though each team or group might leverage the software differently, each enjoys the general benefits to daily work described below.
I use Salesforce primarily with the Admin Services Team for onboarding and offboarding FST team members and scheduling meetings.
Communication Consolidation – Tasks, workflows, and projects often involve cooperation among team members. Salesforce tracks – in a single location – internal and external communication regarding such work and notifies team members actually involved in a given effort when additional communication is sent. Users not involved in the effort, but who are on the team, can also see the communication and activity for a particular effort.
Visibility – Every team member can see what’s “in the pipeline,” so to speak, and can chime in with assistance or questions. The ability to do so ensures that work won’t fall through the cracks. We can see what “cases,” “tasks,” and “opportunities,” (Salesforce lingo) are open, thereby easily monitoring progress.
Efficiency – Because Salesforce tracks activity and communication in a single location, team members avoid finding themselves digging through various emails, Teams chats, and notes to determine what has been done, when, and by whom. Salesforce is definitely a LEAN initiative!
Customer Service – When work doesn’t fall through the crack and when our customers (in my case – other admins and FST team members) aren’t receiving multiple communications for the same information or having to reach out multiple times for information or transactions they need, everyone wins! Salesforce enables our team to provide high customer service because with it, we see what our customer needs, we take ownership of the request or need, and we minimize the time and effort required to get ‘er done!
Transferability – Salesforce ensures that work does not become lost in a black hole. Work will continue if a team member is out of office unexpectedly because it can be reassigned. This benefit goes hand-in-hand with visibility; we can see what is “open” and take action if the “owner” or “assignee” is no longer available. And, of course, that ties right into customer service!
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