Launching our new support portal

Launching our new support portal

Finding support can be difficult… so that is why we have launched our support portal.

The idea is that people will be able to help themselves before checking in with us. For many people, this ‘instant result’ saves them a load of time.

However, there will still be many times when you do need our personal support, so, for our customers, it is possible to raise new cases.

But… won’t that mean learning ANOTHER username and password? Fortunately, that answer is ‘no’.
As long as you have your own Salesforce instance and we have you as a contact in our system then you don’t need a password at all.
(For those of our customers who do not have Salesforce, we can still set you up, but you will need a username/password.)

The portal is at support.cloud-genius.com

Here is a video on how to access the Knowledge articles:

Access Knowledge Articles

Here is one on how to log in (without a password), raise and monitor a case.

Raising Cases

This is a new venture… so while we have been having our techies check everything out… I am sure you will find some things that could be improved. I would love to hear from you!

Net Zero… and getting there

Net Zero… and getting there

When you are partner for a company, you expect them to talk a lot about their product.
So, it was a bit of a shock being at the recent partner talk.

Salesforce is different.
They talk about how you can get the best talent.
They talk about how they have added Sustainability to their core values (bringing the total to 5).

But talk is fine. What are they actually doing about it?

Well, they have a developed plan.

Plan for Net Zero

They realise that ‘business as usual’ does not cut it. They are thinking about the mental health of their employees, about getting away from toxic, destructive work practices.

What do you think?

Carry People on the Journey

Carry People on the Journey

I was always told to carry people on the journey…

So we are starting a new journey with Salesforce. Over the years we have gathered a lot of useful knowledge. A lot of this is for us to use internally – within the company, but we also have a lot of information that is good for questions about Salesforce and Event Bridge.

So we now have a knowledge portal: https://cloudgeniusltd.force.com/support/s/

At the moment, it lets folk find out information. In the near future it will let people submit cases and track progress.

We are getting very excited, as it should help us to serve our customers better.

Of course, the other part of implementing this ourselves is so that we can help our customers implement it to help out their organisations.

Customer Responsiveness and Women’s Fashions

Customer Responsiveness and Women’s Fashions

One of the joys of running your own business is having all the tasks that no-one else in the business can/will do. That includes networking… I am a member of the EVO network.

This morning we had a great talk from Laura B, founder of the Shortlist.

Laura is on a meteoric rise, promoting her fashions for 30-something women under 5’4″. Sustainable fashions, created and made in the UK… with a sense of humour.

Does it sound like Laura has looked at who her target audience is?

Rather than going for everyone with a pulse, Laura has found a group she has a passion for and resonates with.

Consequently, her Instagram, Facebook and everything else can be written for the specific character she has in her head. In marketing we call this an Avatar.

Problem

While Laura has petite women in their 30’s as the group she relates to, they vary quite a bit in size.

How do they get the fashion that truly fits, without getting their fashions tailored?

Solution

Laura now has bespoke advice about the sizing of each piece in her collection. This allows the shopper to know whether it will fit.

Result

The result of this simple change has been:

  • Happier clients
  • Fewer returns

What could you do in your business to make your clients happier?

How do I know how well we are doing?

How do I know how well we are doing?

What on earth are they doing?

One of the scariest moments of going from being a successful ‘minion’ to a manager is that moment when you realise that you don’t know what is happening.

You can look very carefully at the folk you are managing, but you cannot watch every mouse click and keyboard tap and screen flick. You don’t want to be one of those managers who thinks that you can do everything better than your staff. A manager who micro-manages, picks up on every detail of every piece of work done by their staff.

This situation is unpleasant for the staff, unpleasant for the manager and inefficient, as every piece of work is being done twice.

Similarly, how do you know what is happening with your resources? Are your finances in a good state? Is money coming in?

For charities there are questions like… did the people who donated last year donate this year? If not, why not?

If they did give this year, did they increase their donation?

So many questions, so little time.

To manually go through every piece of data takes forever.

That is why I am running the next Salesforce Lunch and Learn. To look at reports…

In Salesforce, once you have written a report, it will keep on running with current data. So you can run it against the last 3 months of data and it will update so that no matter what data you run it on, you will get the last 3 months of data.

Within the Salesforce Non Profit Success Pack there are a number of reports that are particularly aimed at donations and comparing this year to previous year.

21st October from 12noon to 12:45 we will be looking at these reports and how you can use them.

Book Here is where you can sign up.

Use the code SALESFORCE to get your ticket for free. (This is to stop the ‘bots signing up and taking the valuable places.)

See you there.