Migration of Help Desk system for external and internal customers  in Pricefx

Case Study
Integration
Maximize the use of features
Changing business processes

Challenge

WE FACED TOGETHER

About company

Pricefx is a tech company which is providing customers with the leading SaaS-based price management, price optimization and Configure-Price-Quote (CPQ) solution platform. Their offices are located in EMEA, North Americas and Australia and 400+ employees has joined their ranks. 

Pricefx have partnered with Enehano (their trusted partner for Salesforce related projects) to help deliver these projects, bring necessary know how and capacity to strengthen their internal Salesforce admin team.   

Key challenges were coming mainly from

  • Necessity to integrate various systems used in Pricefx (Jira, SharePoint, Platform Manager, MS Teams) 
  • Pricefx requirements to maximally utilize out of the box functionalities and “point to click” configurations so they can maintain and develop the system themselves 
  • Changes in business processes coming with implementation of Customer Portal and onboarding of customers and partners to new system 

What was done?

Pricefx and Enehano has decided to use Salesforce Service Cloud to accommodate requirements for new Help Desk system. Changes in existing Partner Portal and implementation of Customer Portal using Salesforce Experience Cloud has been also part of the solution as the functionalities have to be available for external partners. Salesforce AppExchange packages has been used for integration with Jira and SharePoint and MS Power Automate to integrate with Teams and monitoring system.  

  

Enhancing of Partner Portal has been realized by creating custom objects and Flows that has been enabled for internal and external users. Integration with Platform Manager (Pricefx app store) has been realized using Salesforce APIs. 

Business Outcome

CASE IN DETIALS

Both projects have been delivered in relatively by a small team (3-4 consultants on the Enehano side) in a short time of 2.5 months with all business requirements of both projects delivered. Thanks to close cooperation between Pricefx and Enehano team we were able to find solutions for all challenges and come up with a solution that meets the expectations.   

To move our HelpDesk onto Salesforce was a decision that we made after evaluating the plusses and cons of having a separate solution to support this business function. As we have all data about customers and their products in Salesforce we have decided that moving forward with Salesforce in this area will be the best option for us. Having our HelpDesk on Salesforce makes our service processes more effective and also gives us required flexibility in changing of existing processes and adding new service processes and models.  It’s still too early to exactly calculate the impact, but we already see that this change has made it more effective and we have positive feedback from users.

What did SF enable you to do that you couldn’t before?    

The benefits are coming from exibility of the system that in case of Help Desk represent:  
  • Point and click changes for modifications of the process flow  
  • Changes in forms and page layouts in one place for both internal and external users  
  • Visibility on process SLAs  
  • Process monitoring and reporting  

 For collaboration tool we can now:  
  • Streamline and standardize the process  
  • Better monitor the process and it’s bottlenecks  
  • Organize the project documentation and it’s the flow
  • Partners have online visibility of the performance of jointly developed products through reporting on the Partner Portal 

Tadeáš Kinkor
INTERNAL SYSTEMS MANAGER V PRICEFX

To move our HelpDesk onto Salesforce was a decision that we made after evaluating the plusses and cons of having a separate solution to support this business function. As we have all data about customers and their products in Salesforce we have decided that moving forward with Salesforce in this area will be the best option for us. Having our HelpDesk on Salesforce makes our service processes more effective and also gives us required flexibility in changing of existing processes and adding new service processes and models.  It’s still too early to exactly calculate the impact, but we already see that this change has made it more effective and we have positive feedback from users.

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