Singapore-based shopping and rewards platform ShopBack has selected Salesforce to build a comprehensive platform to consolidate merchant interactions, streamline sales processes, and automate workflows to ensure efficient operations and enhance customer experiences.
The Temasek-backed company is using Salesforce's Sales Cloud and Service Cloud for this purpose.
It has initiated a pilot programme with Field Service - the extension of Service Cloud that provides a comprehensive view of workforce management.
ShopBack’s head of business process, Choon Soon Gan told iTnews Asia the presence of local and regional teams in 10 markets makes it difficult to manage merchant engagement, sales processes, and workflow automation.
There was the need for a unified view across markets, and Salesforce helps to overcome fragmented processes and enable cross-country operations, said Gan.
The company has a presence in Singapore, Malaysia, Indonesia, the Philippines, Thailand, Taiwan, Vietnam, Hong Kong, Australia, and South Korea.
He added that with the introduction of a centralised sales workspace and the integration of services into Salesforce, the firm created a single workspace where team members can conveniently access and complete all the required information.
Previously, the sales team had to navigate through multiple systems, which resulted in time-consuming manual tasks.
This implementation of Salesforce, coupled with CMS integration, has increased productivity, ranging from 40-60 percent, Gan said.
Bringing down time-to-market
ShopBack uses Sales Cloud to capture leads generated from websites and manage them through the lead and opportunity management process.
According to Gan, this helps track and nurture potential customers, ensuring efficient sales pipeline management, along with facilitating self-onboarding flow, allowing seamless and automated onboarding for new users.
Using activity management features, the sales team can monitor and track sales activities, he added.
Leveraging the Sales Cloud data structure accelerated the firm’s time-to-market, said Gan.
He added that by streamlining and automating processes, the firm is able to launch an existing product in a new market within minutes, saving over 90% of the time it would have traditionally taken.
With Service Cloud, the firm has streamlined and automated merchant onboarding and integration processes.
ShopBack has developed a merchant support portal directly on Salesforce Experience Cloud, integrated with Service Cloud, which enables efficient managing and addressing merchant support requests, ensuring prompt and effective resolution, said Gan.
The team is exploring Field Service capabilities in the distribution of point-of-sale marketing materials and devices for cashier applications.
The aim is to optimise route planning and increase the efficiency of distribution processes, and the solution provides visibility into the utilisation rates of contractors, enabling the firm to make data-driven decisions and enhance resource allocation, Gan said.
ShopBack is in the process of evaluating the implementation of CRM Analytics to convert transactional insights into actionable data within Salesforce.
Gan added that the company generates a significant volume of transaction data, which often exists in isolated systems.
These data sit in silos and users will need to interpret data and make decisions, he added.
By integrating data back into Salesforce, the firm aims to automate certain use cases within risk and compliance.
