Inspiring Insight Healthcare to become Salesforce savvy

28th January 2019

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Insight Healthcare is a not-for-profit organisation that brings together healthcare professionals, clients and treatment venues across the UK.

When pairing up practitioners and clients, the Insight team analyse a variety of different factors to ensure the right individuals are meeting up and in a location suitable for both parties.

Given the many different aspects to consider and the sheer amount of bookings being made daily, the process had begun to consume a lot of the staff members’ time and required streamlining.

What was the challenge?

Insight Healthcare chose to partner with Sandyx to develop a user-friendly patient management system on Salesforce.

They needed to be able to create appointments that considered multiple factors, quickly and easily. It was important to ensure that clients with particular mental health needs met with medical practitioners possessing the right skills, in a location with the right facilities.

What was our solution?

After considering the detailed requirements identified by Insight, Sandyx quickly realised these could be partly met by one of our existing custom Salesforce applications. The product is a savvy appointment booking app called AnyCal, which Sandyx developed on the Salesforce platform. AnyCal provides a colour coded, drag and drop calendar with daily, weekly or monthly viewing options. It allows calendars to be available for contacts and venues without additional license costs. AnyCal functionality was implemented for Insight, and then developed further to allow additional functionality to select various criteria including customer preferences and location. These preferences are then combined with the search results to produce a shortlist of matching practitioners and venues within the reach of the client including all shown on a map view.

What was the outcome?

The interactive calendar we created through AnyCal has proven to be incredibly helpful to the Insight team and their clients. It allows clear visibility of appointments via calendars for each room in a venue, and each Practitioner.

Not only does it save time and effort when pairing up clients with the right practitioners, AnyCal also updates the calendar in real-time, as bookings are made to ensure that appointments never overlap.

Other attractive features of the system is that everyone who is involved can be notified instantly via email, and for SMS reminders to automatically sent to clients (for clients who have agreed to receive notifications). This results in better utilisation of scarce resources while at the same time providing an enhanced service for the client, which has naturally resulted in higher rates of attendance. The original system was rolled out to an individual service in 2014. Since then, Sandyx and Insight have maintained a very close relationship and have completed many projects in multiple Salesforce instances, with more projects planned for the future.

Contact Sandyx for more information

Is your CRM software completely up to scratch? The chances are, we can make it better.

If you would like to discuss anything that was mentioned in this article, or understand how Salesforce can help your business, then please get in touch. You can also ring us on 0161 710 3250 directly.

You could be our next success story.

Helping Hermes stay ahead of the competition

28th January 2019

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Hermes approached Sandyx looking for a flexible and highly-functional system that would allow them to keep ahead of industry changes. With an average workload of 300 million parcels per year, it’s understandable that Hermes urgently needed software that would enable them to continue growing at such a rapid pace. After carrying out a thorough review of the available solutions, Hermes chose Salesforce. Sandyx then took over to design and implement the Salesforce solution.

The growth of a leading courier firm

Hermes utilise a large team of field managers, which are geographically dispersed across the country to manage the vast network of local couriers. A field manager could be managing up to 100 couriers and would also be responsible for recruitment of new couriers for their area.
Hermes specified the three most important software functions as being; an off-line mobile app, an easily integrated recruitment page, and a reporting feature for managers to track courier performance.

Sandyx and Salesforce delivery

Sandyx used the power of the Salesforce Platform to rapidly deliver a working prototype of the system.

The bespoke solution was made using the core components of Sales Cloud. The mobile app means that managers can carry out all their tasks while on the road, with a lack of connectivity not being an issue.

From an iPad or Android tablet, a Hermes field manager can now review courier applications whenever they wish to as well. Successful candidates are then converted to Couriers within Salesforce and their progress is later tracked. Salesforce integrates with the Hermes parcel processing system, pulling in the data needed to provide performance metrics on each Courier.

This allows the field managers to conduct informed reviews with Couriers, using the mobile app to display report data in real-time during the review.

What was the outcome?

Thanks to the plentiful experience of our consultants, Hermes now have a bespoke custom-made solution which benefits all parties involved. Managers at Hermes are now able to monitor their staff on-the-go and review job applications, which has sped up all aspects of the process and freed up considerable time. Hermes are now confident in their software which is capable of growing at the same rate as they are.

Contact Sandyx for more information

Is your CRM software completely up to scratch? The chances are, we can make it better.

You could be our next success story.

Rescuing Sainsbury’s from their software ordeal

21st January 2019

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Sainsbury’s is one of the UK’s leading supermarket chains.

They have been avid users of Salesforce for many years, mainly to manage new sites and store implementations.

However, the Salesforce org that they used had been adapted by so many third-parties over time that it had become problematic for staff members to manage.

What was the challenge?

Sainsbury’s required the help of Sandyx to streamline and declutter all aspects of their Salesforce org. Our first task was to remove several complicated pages and poorly-designed elements that were affecting the functionality of the system.

This system is a Salesforce app they had named ‘OnePlace’ and it manages a lot of crucial processes, so it urgently needed to be refined.

The second challenge

Part way through this project, Sainsbury’s presented us with a new request involving the integration of a bespoke system with their existing Salesforce app.

This would typically be a demanding task, however due to our team having ample experience in complex Salesforce implementations, we confidently accepted the challenge.

The bespoke system now runs in parallel with their OnePlace app, consequently making the system highly functional and Sainsbury’s staff members less frustrated.

What was the outcome?

We ensured that the new site design met all of Sainsbury’s wishes in regards to design, functionality and maintenance, which also means that their reliance on third parties has radically decreased.

The skills of our development team, combined with close supervision by our senior consultants, means that we were able to complete both of these tasks in time for Christmas and remain in close contact with Sainsbury’s.

Contact Sandyx for more information

Is your CRM software completely up to scratch? The chances are, we can make it better.

You could be our next success story.

Why is Paula Goldman joining Salesforce?

14th January 2019

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Amidst the copious rumours that tech giants in Silicon Valley are misusing artificial intelligence, Salesforce has created a new Office of Ethical and Humane Use of Technology.

The brand-new department will be led by Paula Goldman, who was previously the Vice President of Omidyar Network and a well-respected member of the Salesforce Advisory Council.

U.S tech giant's problematic use of artificial intelligence

Several of America’s largest technology companies have been facing employee protests in the past year, including huge organisations like Google, Amazon and Microsoft. Back in the summer of 2018, Google was at the centre of one of their most prolific controversies after thousands of employees penned a letter expressing their dismay over Project Maven. Project Maven involved creating artificial intelligence to monitor drone video footage, which would be used by the US Military in their efforts to counteract terrorism. Google employees warned bosses that carrying out this project will compromise everything the company stands for, writing in the letter “we believe that Google should not be in the business of war”. The letter also reads “amid growing fears of biased and weaponized AI, Google is already struggling to keep the public’s trust”, before making the final point that going ahead with Project Maven will damage the company’s brand “irreparably”.

Salesforce remain vigilant by thinking ahead

It could be argued that if Google had an Ethical and Humane Use officer on their team, the controversy arising from Project Maven would never have occured.

Clearly, Salesforce has observed the chaos happening around them and wisely decided to equip themselves with the likes of Paula Goldman and the new office she will be leading. Goldman has a passion for carrying out acts of social good within businesses and will be helping Salesforce to ‘develop and use products in a way that upholds the human rights of every individual’, according to the website of her new office.

What exactly will Paula Goldman's role entail?

The week starting Monday 7th January will mark Paula Goldman’s official first week at Salesforce, meaning that she is now one full week into her role. We don’t doubt that she will already be inundated with tasks, yet also brimming with ideas about how the company can uphold its exemplary reputation.

In a press release issued by Salesforce, they said Paula’s job is to “develop a strategic framework for the ethical and humane use of technology across Salesforce”.

More specifically, the purpose of her role is to monitor and tackle issues faced by Salesforce as technology develops and the potential grows for products to be used in unpredictable, or even dangerous, ways.

“We’re at an important inflection point as an industry, and I’m excited to work with this team to chart a path forward” Goldman told Salesforce on the day of her hire, adding that she has “long admired Salesforce as a leader in ethical business”.

Happy New Year from the Sandyx team

7th January 2019

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As we all go back to work for the first full working week of the New Year, we would like to officially welcome you to 2019!

2018 was very successful for Sandyx

We are proud to say that we ended last year on a high note and a result, we’re looking forward to a busy 2019.

2018 involved the hiring of new staff to join the Sandyx team, which is something we plan to keep growing in the near future. Many projects were completed and our clients were left satisfied, with the vast majority of them seeking to extend their deals with us into the New Year.

We are also delighted with our website’s new look and hope you like it as much as we do.

Make 2019 your most efficient business year yet

How are you approaching the New Year?

Whether you are looking to make your services more flexible for customers, create a new internal system to benefit your staff or enhance whichever of the existing Salesforce products you currently have, we can help you.

We would like to give all of our clients a big thank you for helping us get to where we are today and for all of your positive feedback shared in 2018.

We wish you an incredibly prosperous and happy 2019.

Our predictions for how CRM will change in 2019

4th January 2019

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CRM has come a long way since the use of Rolodexes and handwritten thank you notes.

Since the 1990’s, tech giants like Salesforce and SAP have been revolutionising the industry and leading it from strength to strength.

According to Investopedia, the global market value of CRM currently exceeds £32bn and is anticipated to keep growing higher. By 2021, it’s possible that CRM will be the largest revenue driver of enterprise software spending, but what changes must the industry embrace in order to get there from where it currently is now?

Our consultants, who have plentiful experience in working with and adapting Salesforce solutions, have shared their predictions on how they believe the market will change in 2019.

1. Firstly, a stronger AI influence

It was only ever a matter of time before artificial intelligence met CRM.

AI uses sophisticated algorithms to make predictions based on previous activity and essentially act as your helpful assistant.

Although a lot of CRM systems already have an AI tool, like the Salesforce Einstein platform, we believe the combination of the two will rise to prominence in 2019 . Combining CRM with AI will lessen the demand on sales staff to manually qualify leads, consequently freeing up lots of their time to spend on other tasks – safe in the knowledge that these functions are still being carried out accurately.

2. Universal mobile access

Organisations who have already enabled mobile access to their CRM systems have seen first-hand the benefits of doing so.

For example, sales teams and customer service reps are capable of dealing with queries as soon as they arise, instead of waiting until the next working day. This is something customers will notice, appreciate and remember, ultimately making companies with the best response rate stand out amongst competitors.

According to a study by Innoppl Technologies, 65% of sales representatives with mobile access to CRM systems hit or exceed their targets, whereas amongst those using PC-based systems, only 22% typically hit their targets. Mobile phones are a huge part of business nowadays, so it would be foolish to ignore this trend.

3. A more prevalent use of social CRM

Social CRM is the integration of a business’s social media channels with their customer relationship management system.

With social media only becoming more powerful, it’s no surprise that so many businesses are now clamouring for CRM systems to incorporate analytics taken from their social media channels. Social CRM deserves to be taken seriously, as it allows businesses to learn who their clients and site users are, what they think of the brand and their location – all with the click of a few buttons.

4. Cloud-based CRM to take over

On-premise CRM used to be the leading deployment method favoured by businesses.

In fact, back in 2008, 88% of businesses used an on-premise CRM system and a meagre 12% used one that was cloud-based. Fast forward ten years and the percentage of cloud-based CRM users now stands at 87%, with the remaining 13% expected to follow suit in the near future.

Cloud technology is becoming more advanced as time passes, which means cloud-based CRM systems are only going to become more secure, efficient and flexible. Such innovative software would save any business a great deal of time and money.

5. Finally, an influx of unique providers

As the demand for CRM grows, niche areas will undoubtedly arise.

CRM systems are already designed to be flexible and easily tailored, but we believe that vendors will take this one step further in 2019 and design systems to suit specific industries from the outset.

For example, an animal charity will not need software to carry out the same tasks as a law firm. CRM vendors know this, so now they are rushing to deliver bespoke solutions that will entice different industries and meet all of their individual needs exactly.

Why would a business look elsewhere if they have found a provider who knows their requirements inside and out?

Ensure your business doesn't get left behind

If you didn’t think CRM was a business priority last year, then it absolutely must become a priority in 2019.

With CRM systems due to become more savvy, helpful and accessible for all industries, there’s a real risk that your organisation will be overshadowed if you fail to embrace new trends.

On the other hand, adapting your CRM system to meet these trends could mean that 2019 is the most advantageous year yet for your business.

Prepare for 2019 with the help of Sandyx

Our consultants have been enhancing Salesforce-based systems, apps and software for years.

We have helped countless organisations unlock the full potential of their Salesforce products and you could easily be our next project – just give us a call or send us an email today and see how we can help you.

The importance of customer relations

18th December 2018

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Every company, regardless of its industry, should view its customers as one of the biggest priorities.

The benefits of doing so are perpetual, so it comes as no surprise that businesses are now scrambling to find unique methods that will boost customer relations. The term customer relations refers to the professional relationship between your company and your clients.

Any organisation that wants to succeed must aspire towards having excellent customer relations and the first leg of this journey is adopting a no-nonsense approach to CRM.

What is CRM?

CRM stands for customer relationship management, which is a process used to build and maintain trustworthy relationships with clients. Lots of businesses use CRM technology, which is software that records all data about their organisation and clients. This data is then analysed so that they can identify their weaknesses and strengths relating to customer interactions and later make necessary improvements. Having invaluable data at your fingertips, such as the demographics and spending habits of your customers, means you get the full lowdown on how to retain them with little ongoing effort on your behalf. At Sandyx, we implement bespoke and competitively-priced Salesforce CRM solutions designed to help our clients exceed their specific business goals, especially in regards to customer retention.

How does using a CRM system improve customer relations?

By using the Salesforce CRM platform, you can quickly transform the way you carry out practically every business operation.

The amount of flexibility offered by the system, coupled with company-wide access to your customer’s information, means that all of your employees will be up-to-date on the same indispensable data and progress is made in real time.

This makes it a lot easier for your customer service team to predict and deal with queries more effectively. Salesforce UK found that when sales teams have mobile access to the company’s CRM system, their rates of productivity improve by as much as 15%.

This is because staff members will simply be able to get more work done, due to enhanced communication, a clearer overview and effortless access to crucial data.

Sales representatives will be able to answer customer queries on the go, whether it’s by a phone call, an email or through a mobile live chat feature, which can easily be added to CRM systems.

The proof that CRM works

Did you know that according to recent statistics, utilising CRM software improves customer retention by as much as 27%?

Yet despite this, only 45% of businesses store and manage client data using CRM software and an even more concerning 40% simply rely on basic tools like Microsoft Excel.

15% of businesses that were surveyed did not collect customer data whatsoever.

This statistic becomes particularly crushing when you consider the fact that acquiring new customers can be seven times more costly than selling to existing clients, so why wouldn’t you focus on the contacts you already have?

Adept CRM helps you to do just that and ensures a higher chance of them sticking around for good.

Whilst the fundamental purpose of a CRM system is undoubtedly to improve customer relations, recently-developed CRM systems can be used for a variety of purposes – some of which actually have little to do with clients.

The proper use of a good system guarantees you a profitable return, which cannot be said for many other types of software.

According to Nucleus Research, for every 80p you invest into your CRM system, you can earn a return of £6.80.

We are Manchester-based Salesforce CRM consultants

Our Manchester based Salesforce implementation offers a range of consultancy services. We work with Salesforce on CRM projects encompassing a variety of business processes, including sales, marketing, customer service, collaboration and operations support.

If you have would like to find out more about our Manchester-based Salesforce implementation service please visit our site today, or ring us on 0161 710 3250 and we will be happy to help.

Salesforce Summer ’18 is here!

11th June 2018

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Summer 2018 is here, in more ways than one. Not only have we been enjoying the summer sun here in Manchester, but the latest release of Salesforce is now available across all production orgs. The most obvious sign of this is that the bear is no longer watering his plants, he is now enjoying a swim. The number of improvements and enhancements to the key Salesforce components is too large to list here – the release notes provided by Salesforce currently run to around 500 pages – but there are a couple of standout features that we here at Sandyx thought worthy of mention.

Salesforce Lightning Report Builder

New for Summer ’18 is the announcement that Lightning Report Builder is no longer a Beta product. If you have Lightning enabled, it is now the default method for creating new reports in Salesforce.com. This feels like it has been a long time coming and our Salesforce Admin is over the moon that she no longer has to suffer the old classic reports interface, shoe-horned into the Lightning UI.

There’s also a matching Admin Permission to make this available to desired Profiles

Paths now available in Cases

Paths is one of the great features that has been introduced in the Lightning Experience. We have found that customers really love them and we build them into nearly every new engagement. They are especially useful in Opportunities and help guide a user through the Sales process – moving Opps from one stage to another. We’ve seen a gradual increase in the number of objects where Paths is available, over the last few Salesforce releases. Summer ’18 has addressed the final big gap – Cases. We can now guide Support Staff through the Case management process, using help and guidance tips.

How we can help

If you would like to discuss any aspects of the latest release, or understand how Salesforce can help your business, then please get in touch. You can also ring us directly on 0161 710 3250

Sandyx supporting International Women’s Day 2018

9th March 2018

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Claire MacIntyre, Office Manager at Sandyx – My Role As A Manager In The Workplace I’ve been with Sandyx for over 6 years now, and for the last 5 of these years I’ve been here in the capacity of the Office Manager.

If you look up the responsibilities of an office manager, one of the key things that’s always listed is the ability to organise; organise processes, organise people and possibly the most important, organise yourself. Now this skill may not be as noteworthy as others but it’s a skill that has enabled me to contribute greatly to the workings of every company I have worked for, whether in a small departmental capacity, or in the position I find myself in today. it’s also a skill that transcends to all aspects of my life helping me achieve a good ‘work life balance’ (well most of the time), whilst I juggle the responsibilities of being a manager, a mother, a wife, a housekeeper, a daughter and a friend, simultaneously.

In terms of being a woman there are some roles that you naturally just fall in to; being a mother for example or any kind of caregiver, and some roles you achieve through hard work and experience. However, no matter what capacity I find myself in, I give every role my all and I am equally proud of my achievements within each of them. I have spent most of my working life in various administrative and office-based roles and secured my first office job when I was only 16 years old and still at school, after a very successful two-week, work experience placement at a busy delivery depot.

Since then I’ve moved on to bigger and better jobs adding to my skill set, but always aspiring to be greater and to achieve more. I also have a first-class degree in Psychology which I am vastly proud of and even though most psychology theorem doesn’t really apply to the day to day running of an office, except maybe Warrs Vitamin model (1987)! the skills I developed in obtaining my degree do.

For me the best jobs, including my current position have been ones with good higher managerial support, flexibility and positive reinforcement; whether in the form of 1:1 catch up meetings, time off at short notice without reproach, or the acknowledgement of a job well done. All of the above minimise stress and improve confidence which in turn promotes job satisfaction. It’s a positive cycle and it works well for me because it acknowledges that my role as a manager; even though its important, is not my only role.

How we can help

If you would like to discuss any aspects of the topics discussed in this article, or understand how Salesforce can help your business, then please get in touch. You can also ring us directly on 0161 710 3250