“We make a change in Salesforce and the data is instantly updated in Intacct, and vice versa. We now have a centralized repository for all our front-office and back-office data. Intacct and salesforce serve as the hub of our business, allowing us to better serve the national educational market.”
– Kent Hudson, CEO and Co-Founder, Dude Solutions
RESULTS WITH INTACCT
- Eliminated duplicate data entry with integrated front & back offices
- Gained a 360-degree view of entire business
- Achieved 97% customer satisfaction rates by providing support reps with a complete customer history
Dude Solutions is a provider of online tools that help organizations manage their operations across industries like education, government, healthcare, senior living, and manufacturing. The company previously struggled with a staggering number of different software applications, which hampered its ability to manage customer relationships and back-office operations.
For example, finance staff had to toggle between different systems to manage invoices, returns, and accounting. Productivity in the front-office was similarly compromised as sales staff using Salesforce couldn’t convert sales quotes into orders without switching to a separate order-entry system. In consequence, revenue suffered because sales had to spend more time on account administration and less time on business development. Meanwhile, the lack of integration between systems deprived managers of key financial insights that could help them make better business decisions.
Gaining full quote-to-cash transparency
By adopting Intacct’s cloud-based financial applications through the Salesforce AppExchange, Dude Solutions instantly achieved front and back office integration. Changes made in Salesforce are
automatically reflected in Intacct, and vice versa – and sales team never has to leave the familiar Salesforce interface.
The integration also allows sales to create orders directly in Salesforce. Intacct’s cloud-based delivery enables field reps to verify pricing, review product selection, and check renewal periods in real time, information normally found in Intacct. The process of tracking orders is also transparent, allowing staff to assess order status and confirm fulfillment in real time.
360-Degree customer view boosts satisfaction
Integrating its financial management applications with Salesforce helped Dude Solutions achieve an impressive 97 percent customer satisfaction rating. Customer support agents now have a 360 degree view of each customer, which means a single agent can address every customer issue, from order status to fulfillment to billing. Higher satisfaction has in turn boosted retention, freeing sales reps to target new accounts.
Meanwhile, Dude Solutions reports lower costs due to data sharing among applications and the elimination of duplicative data entry. From a strategic standpoint, front and back office integration provides superior business intelligence. Instant alerts about new sales prospects, combined with real-time access to customer, pricing, and supply-chain information, allow Dude Solutions to make smarter business decisions.When is the right time to switch software and what are the tell-tale signs that the time is now and not later? Read the entire article here.