Integrating Siloed Systems for Partner Program Management

This case study outlines the implementation of Service Cloud for partner prospecting and program processes within Salesforce, aimed at improving productivity for a provider of integrated payment solutions. The document details the challenges faced by EPSG, including bottlenecks in their technology stack that negatively impacted customer experience and team efficiency. It describes the two-phase solution provided by Cloudsquare, which included a comprehensive review of existing systems and the deployment of Salesforce functionalities tailored to EPSG's needs. Phase 1 focused on partner prospecting and program creation, while Phase 2 concentrated on merchant management and partner support enhancements. The results indicate that EPSG can now effectively manage sales and referral partner programs, streamline contract processes, and provide better support to partners through improved system integration and functionality. The case study emphasizes the importance of optimizing technology to enhance operational efficiency and customer satisfaction.