GreatAmerica Financial Services’ stress-free customer service depends on single-view data employees can trust

Customer Story

GreatAmerican Finacial

GreatAmerica Financial Services has provided commercial equipment and technology financing and consulting services to manufacturers, vendors, and dealers nationwide for 25 years. Doextra helped GreatAmerica leverage their Salesforce solution from an in-house investment to a platform that helps facilitate business growth and furthers the GreatAmerica mission to “help Customers achieve greater success.”

Internal Challenge

A hallmark of the GreatAmerica customer-first culture is its “no voicemail” directive; every customer call is answered within 3 rings. More than 500 employees work together to meet this standard by answering other teams’ calls and rely on each other to “know everything” about their customer base.

Frustrations arose from inaccuracies with data because GreatAmerica had 4 major information-storage applications. GreatAmerica needed a simplified and predictable contact management system.

External Challenge 

The GreatAmerica internal Strategic Technology Group recognized the need to simplify the credit application submission process for its Dealers.

Dealers entered data twice because the original processes with GreatAmerica did not communicate with a Dealer’s CRM of choice. Bridging the gap between GreatAmerica and its Dealers’ CRMs would decrease Dealers’ screen time and allow for more time spent selling.

Solutions

Internal Systems Solution

Doextra used Salesforce Sales Cloud to integrate client contact information between Salesforce, primary accounting applications, and Dealer portals. When employees make edits in Salesforce, updates are automatic in other applications.

Streamlining software systems ceased inaccuracies amongst customer records. GreatAmerica employees are now able to trust the data and do their jobs with confidence. Customers receive highest level of courtesy without unnecessary stress for employees.

Dealer Development Solution 

Utilizing API calls previously developed by GreatAmerica, Doextra designed a Salesforce-friendly application. Developers created code within a managed package specific to GreatAmerica that dealers install within their own Salesforce CRM solution in order to communicate with standing financial systems. Dealers use the app to calculate potential credit payments, submit credit applications, and check the status of applications.

GreatAmerica is the preferred leasing agent over competitors because it is the easiest company for Dealers to do business with. The unique app demonstrates the commitment GreatAmerica has to enriching Leasing-Dealer relationships.

Doextra was skilled at reviewing a very complex contact management tangle and finding a way to make everyone’s job simpler. Their attention to detail and knowledge about not only Salesforce configuration, but integrations with Apex Triggers and APIs, helped us successfully roll-out a solution the first time!

Donna Heyvaert

System Administrator, GreatAmerica Financial Services

The Outcome 

Synchronized Network

Adopting Salesforce as a database for customer files and synchronizing it with external systems has made it easier than ever for GreatAmerica to serve Customers. In the future, GreatAmerica can engage in other projects built with configuration flexibility that will rely on the stability of the Salesforce platform.

Widespread User Adoption

More than 63% of the GreatAmerica workforce uses Sales Cloud. Sales, Marketing, Credit, Documentation, Account Support, and Finance can promptly access cross-business profiles for each customer and trust that they have the most up-to-date information.

Consulting

Doextra has provided development and consulting services for projects unique to GreatAmerica since 2014. Doextra assisted with the company’s first mobile app release, performed a large-scale contact integration, helped evaluate future solutions, and more.

We continue to rely on Doextra as our go-to when things are too complicated for our System Administrator and fall out of the realm of Salesforce Premier Support. In addition to their technical knowledge, they have a firm grasp on business concepts and lead us on a path to make Salesforce fit our needs versus us adapting to Salesforce configuration.”

Donna Heyvaert

System Administrator, GreatAmerica Financial Services