CopperHill Consulting: Redefining Customer Engagement with Salesforce
John McCloskey, Co-Founder and CEOThe far-ranging service-offering index of CopperHill goes beyond merely implementing the Salesforce platform to providing a well-rounded solution, comprising the sales, marketing, and service. It also includes website design and mobile applications accessible by the end-consumer, as well as internal applications for automation and efficiency. The suite of offerings is tied together with integration and business intelligence modules. The ability to focus on customer-facing solutions and technology used by customer-facing employees also goes a long way in making CopperHill stand out.
As trends in SalesForce lead to a more intelligent and integrated environment, CopperHill helps clients in implementing solutions across Salesforce’s Sales, Service, and Marketing clouds.. CopperHill works with their clients to identify and gather data from across their business and develop meaningful metrics that can be embedded in the solution.
The result is a solution that provides the needed information to make better decisions and drive automation that improves efficiency. “Our solutions encompass the full life cycle of the customer experience from customer facing websites and mobile applications to customer, sales and product/order management. We then tie it all together by integrating the solution with the clients’ ERP systems,” explains McCloskey.
CopperHill concentrates on healthcare, life sciences, manufacturing, and general business, which helps in conversing with potential clients using specific terminology. “Our understanding of client problems shows them the value that we can provide—this becomes a key differentiator,” McCloskey emphasizes.
McCloskey demonstrates the effectiveness of CopperHill by citing the example of one of their clients, a medical equipment manufacturing company providing packaging equipment for drugs. The client sold, installed, and trained the buyer in using the equipment, besides providing supplies on billing and medical packaging equipment. Even as the client had grown in the recent past, it used an antiquated CRM application that could not keep up with its growing requirements. In addition to core sales tracking and customer tracking information provided by the previous application, CopperHill’s application offered a customer portal for partner interactions. The implementation of the Salesforce Sales Cloud allowed the client to differentiate between users within the organization. A post-sale component within Sales Cloud aided in following the product from sale to installation. As the client wanted its customer interactions to be supervised, CopperHill built a knowledge base for customers to submit their issues and requests, and a customer community built through SalesForce that allowed the information to flow in and out of it. Additionally, the manual processes for the client’s service team were reduced by providing the required information in a repository.
In days to come, CopperHill will be focusing on customer and business drivers based on the capabilities of the Salesforce platform and other integrated solutions. The company also aims to augment the utilization of BI and leverage artificial intelligence to improve its efficiency, while aligning to changing trends.
CopperHill concentrates on healthcare, life sciences, manufacturing, and general business, which helps in conversing with potential clients using specific terminology. “Our understanding of client problems shows them the value that we can provide—this becomes a key differentiator,” McCloskey emphasizes.
McCloskey demonstrates the effectiveness of CopperHill by citing the example of one of their clients, a medical equipment manufacturing company providing packaging equipment for drugs. The client sold, installed, and trained the buyer in using the equipment, besides providing supplies on billing and medical packaging equipment. Even as the client had grown in the recent past, it used an antiquated CRM application that could not keep up with its growing requirements. In addition to core sales tracking and customer tracking information provided by the previous application, CopperHill’s application offered a customer portal for partner interactions. The implementation of the Salesforce Sales Cloud allowed the client to differentiate between users within the organization. A post-sale component within Sales Cloud aided in following the product from sale to installation. As the client wanted its customer interactions to be supervised, CopperHill built a knowledge base for customers to submit their issues and requests, and a customer community built through SalesForce that allowed the information to flow in and out of it. Additionally, the manual processes for the client’s service team were reduced by providing the required information in a repository.
In days to come, CopperHill will be focusing on customer and business drivers based on the capabilities of the Salesforce platform and other integrated solutions. The company also aims to augment the utilization of BI and leverage artificial intelligence to improve its efficiency, while aligning to changing trends.
Company
CopperHill Consulting
Headquarters
Blue Bell, PA
Management
John McCloskey, Co-Founder and CEO
Description
A technology consulting company specializing in cloud-based solutions, process optimization, customer experience, and project management
