Salesforce Case Study

Streamlining Requests with Salesforce Experience Cloud

A request form that couldn’t keep up

Our client, a nonprofit legal services organization, was relying on a third-party scheduling tool to manage intake requests from individuals seeking assistance. However, as demand for their services grew, the limitations of this solution became increasingly apparent. It lacked the flexibility, scalability, and integration needed to support their business needs. Specifically, the internal team encountered the following issues:

CLIENT PROFILE
EMPLOYEES: 100
INDUSTRY: Legal Services
FOUNDED: 1994

  • No Initial Screening: The intake form lacked a pre-qualification step, resulting in a high volume of appointments with individuals who ultimately weren’t a fit for services.

  • Inefficient Use of Staff Time: These unqualified appointments filled limited calendar slots, reducing the team’s ability to meet with individuals who did qualify and limiting the organization’s outreach capacity.

  • Poor Data Quality: The form did not enforce standard formatting for key fields like email addresses, phone numbers, and mailing addresses, leading to inconsistent and incomplete data.

  • Manual Data Entry: Because the form wasn’t integrated with Salesforce, staff had to manually input data, slowing down the process and increasing the risk of errors.

Salesforce Consulting Partner

Consulting Partner

Salesforce Managed Services Provider

Managed Services Provider

Salesforce Experience Cloud Professional Services

The Smartbridge Solution using Experience Cloud

Our goal was to provide a more intuitive intake experience for individuals seeking services, making it easier for them to submit requests, receive timely responses, and stay informed throughout the process, all while also reducing friction and manual effort for the internal team.

Ultimately, the Smartbridge consulting team suggested moving the intake form to a fully customizable and manageable Salesforce Experience Cloud site that is designed to natively integrate with their existing Sales Cloud instance. This solution allowed us to build a branded, user-friendly portal where individuals could submit intake requests, and that is integrated with Salesforce and within their website.

To streamline the intake process and improve both user and staff experience, we designed a robust Salesforce Flow with the following capabilities:

  • User-Friendly Intake Form: The flow serves as the front-end form for individuals to submit intake requests, guiding them through a clear and concise interface.

  • Built-In Qualification Logic: Using conditional logic, the flow evaluates responses to determine whether the individual meets basic eligibility criteria, helping reduce unqualified submissions.

  • Standardized Data Formatting: Leveraging native Salesforce Flow features, the form enforces consistent formatting for key fields, improving data quality and reducing the need for manual cleanup.

  • Automated Record Creation: Upon submission, the flow automatically creates and updates relevant records in Salesforce, ensuring data is captured accurately.

  • Team Availability Check: The flow includes logic to check internal availability, helping prevent overbooking.

  • Self-Managed by Legal Team: The flow was designed with flexibility in mind, allowing the legal team to pause intake submissions without needing technical support.

  • Real-Time Notifications: Internal team members are notified when a new intake is submitted, enabling faster response times and better coordination.

  • Submitter Confirmation: The flow sends a confirmation email to the individual who submitted the request, keeping them informed and engaged.

Additionally, we built a secondary flow that allows users to check the status of their intake request, providing transparency and reducing the need for follow-up inquiries.

Success Through a Modernized Implementation

With the implementation of Salesforce Experience Cloud and Flows, the overall intake request submissions increased by over 100% within the first month, and the number of qualified individuals that the team has been able to assist increased by 35%.

At Smartbridge, we specialize in building scalable, user-centric solutions that empower organizations to work smarter, not harder. By leveraging the power of Salesforce Flows and Experience Cloud, we help businesses streamline complex processes, improve data quality, and deliver seamless digital experiences to their customers and teams. Whether you’re looking to modernize your intake process, eliminate manual work, or create a more connected user journey, our team is ready to help you turn your vision into a reality.

Sri Raju, Smartbridge CEO

Salesforce and the Portal [Salesforce Experience Cloud] have revolutionized how we do our jobs. All of the paralegals feel like the pace isn’t so frenetic or stressful. We’re all very positive about the changes. Thanks so much for all of your hard work on our behalf. I am completely blown away by the improvements.”

– The client

Keep Reading: Experience Cloud – Why do you need it?

Share This:

There’s more to explore at Smartbridge.com!

Sign up to be notified when we publish articles, news, videos and more!

By signing up for emails from Smartbridge.com, you agree to our terms and privacy policy.