Eigen X Case Study- Exude, Inc

Client Overview

Location: Philadelphia, PA, USA

Employees: 100-250

Industry: Consulting, Insurance

Solution: Sales Cloud, Service Cloud, Pardot, PandaDoc, Intacct, CTI

Go-Live Dates: 2021: On Going Phases and Support

Exude, Inc. is a consulting firm that focuses on all things people in the areas of: Employee Benefits, Human Resources, Diversity/Equity/Inclusion, and Training & Development– aiming to improve employee and customer experiences while driving greater business results. Today, Exude has 450+ clients ranging from small startups to large businesses– taking pride in being good at ‘All Things People’.

Challenge

• Decentralized data and systems across teams (phone system, email tracking, document generation, marketing, finance, sales, consultants, benefits, human capital, underwriting, account managers, client care) – creating less data integrity and reliability. Existing CRM did not serve as a single source of truth. ​

• Relied heavily on spreadsheets and checklists for each department to track progress per client by line of business based on each renewal/coverage offering.​

• Could not clearly report on every aspect of the customer lifecycle from lead to customer of client support.​

Solution

• Custom solutioned Sales and Service Cloud to meet the needs of consultants, account managers, underwriters, sales, marketing, finance, and client care teams​

• Migrated and normalized data from previous CRM system based on reengineered process design​

• Connected all marketing touchpoints into one unified lead pipeline – including website, paid advertising, social media, and events.​

• Developed opportunity process by coverage to automatically spin up renewals; flows and process builders were created to update status based on each line of coverage.​

• Automated project team assignments and custom project checklists for each policy and project team member​

• Integrated email and phone call tracking​

• Create projects, track payments, and recognize commissions against sold work.​

Result

• Complete 360 view of engagement with accounts from every department – from prospect to closed won to continuing support.​

• Automatically generated renewal opportunities and project checklists for each project team member.​

• Highly segmented account-based marketing targeting.​

• Integrated third-party tools to Salesforce and Pardot.​

• Holistic view on Client Care time spent on cases and case reasons​

• Custom reporting for each department as well as internal reporting against goals.​

• Overall, more efficient account and time management.​