{"id":19267,"date":"2021-07-12T14:41:16","date_gmt":"2021-07-12T04:41:16","guid":{"rendered":"https:\/\/messagemedia.com\/au\/?post_type=case-studies&#038;p=19267"},"modified":"2024-03-18T04:45:26","modified_gmt":"2024-03-18T04:45:26","slug":"salesforce-integration-improves-customer-support-focus-with-fast-sms-sends","status":"publish","type":"case-studies","link":"https:\/\/messagemedia.com\/au\/case-studies\/salesforce-integration-improves-customer-support-focus-with-fast-sms-sends\/","title":{"rendered":"SMS improves customer support with 733% faster sends through Salesforce"},"content":{"rendered":"\n<p id=\"fancy-title-9\"><a href=\"https:\/\/www.positivelendingsolutions.com.au\/\" target=\"_blank\" rel=\"noreferrer noopener\">Positive Lending Solutions<\/a> (PLS) is an Australian finance broker focused on finding the best finance solutions for clients in the areas of vehicular asset finance. Most of PLS&#8217;s clients are looking to purchase a car, boat, motorbike, caravan, and truck for residential or commercial reasons.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Challenge of supporting lending clients<\/h2>\n\n\n\n<p>PLS were looking for an SMS provider solution that would integrate into their Salesforce CRM, but that would also decrease the time it took their frontline workers to send a text message after a support call.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>RELATED:<\/strong> Find out how <a href=\"https:\/\/messagemedia.com\/au\/case-studies\/event-reminder-sms-boosts-attendance-rates-for-cancer-charity\/\">event text reminders through Salesforce<\/a> helped a charity boost attendance rates.<\/p>\n\n\n\n<p>While PLS encountered many providers, they settled on MessageMedia&#8217;s <a href=\"https:\/\/messagemedia.com\/au\/integrations\/sms-for-salesforce\/\">Mercury SMS<\/a> application due to its on-shore operations, superior level of service and our ability to deliver faster SMS sends.<\/p>\n\n\n\r\n  <div class=\"cta  bg-light rounded my-4\">\r\n    <div class=\"row justify-content-center align-items-center\">\r\n      <div class=\"col-md-6\">\r\n        <div>\r\n          <h2 class=\"mb-4\">\r\n            Communicate faster with SMS sends in Salesforce.          <\/h2>\r\n\r\n          <p class=\"mb-4\">Integrate Mercury SMS with Salesforce today.<\/p>\r\n\r\n                      <div class=\"btn-group mb-0\">\r\n              <a href=\"https:\/\/messagemedia.com\/au\/integrations\/sms-for-salesforce\/\"  class=\"btn btn-secondary btn-sm mb-3  \" >Start now<\/a>            <\/div>\r\n                  <\/div>\r\n      <\/div>\r\n      \r\n        <div class=\"col-md-6 text-center\">\r\n            <img decoding=\"async\" class=\"img-fluid\" width=\"640\" height=\"535\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/02\/Signup.webp\" alt=\"Image for Communicate faster with SMS sends in Salesforce.\">\r\n        <\/div>\r\n          <\/div>\r\n  <\/div>\r\n\r\n  <style>\r\n    \/* todo move this to cta scss *\/\r\n    .longform-content .cta {\r\n      padding: 3rem !important;\r\n      background-color: rgb(235, 238, 240) !important; \/* bg light *\/\r\n      border-radius: 1rem !important; \/* rounded 3 *\/\r\n      margin: 1.5rem 0; \/*my-4*\/ \r\n    }\r\n  <\/style>\r\n\r\n\n\n\n<h2 class=\"wp-block-heading\">Supreme level of SMS integration <\/h2>\n\n\n\n<p>For PLS, Mercury SMS has helped decrease the time staff spends sending follow-up text messages. The integration has special functionality that allows users to build automated SMS sends directly into their support workflows. <\/p>\n\n\n\n<p>According to representatives at PLS, the interface also proved a step up from their previous text message provider due to the addition of multiple folders to improve navigation of the 400 templates they&#8217;ve built in Salesforce before coming on board with Mercury SMS.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Text messaging delivers 733% faster sends and committed refocus on client needs<\/h2>\n\n\n\n<p>The most notable improvement for PLS has been how much faster they&#8217;ve been able to work. <\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>RELATED:<\/strong> Learn how SMS <a href=\"https:\/\/messagemedia.com\/au\/case-studies\/netsuite-sms-integration-cuts-customer-support-time-half\/\">cut support queues by 50%<\/a> plus more for a telecommunications provider.<\/p>\n\n\n\n<p>After a front-line employee finishes up a phone call, they usually follow up with a text message. According to their results, they&#8217;ve managed to cut down follow-up SMS sends from 22 seconds down to just 3 seconds &#8211; a whopping 733% improvement. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>When we spread this out over common day of 100 phone calls, it\u2019s a drastic improvement in time given back to our staff to allow them to focus on our clients more.<\/p>\n<cite>Positive Lending Solutions representative<\/cite><\/blockquote>\n\n\n\r\n  <div class=\"cta  bg-light rounded my-4\">\r\n    <div class=\"row justify-content-center align-items-center\">\r\n      <div class=\"col-md-6\">\r\n        <div>\r\n          <h2 class=\"mb-4\">\r\n            6 Tips for Salesforce Business Texting.          <\/h2>\r\n\r\n          <p class=\"mb-4\">Getting started with business texting doesn&#8217;t need to be complicated. Leverage the power of SMS in Salesforce with our 6 tips.<\/p>\r\n\r\n                      <div class=\"btn-group mb-0\">\r\n              <a href=\"https:\/\/messagemedia.com\/au\/ebooks\/power-of-sms-in-salesforce\/\"  class=\"btn btn-secondary btn-sm mb-3  \" >Get the free eBook<\/a>            <\/div>\r\n                  <\/div>\r\n      <\/div>\r\n      \r\n        <div class=\"col-md-6 text-center\">\r\n            <img decoding=\"async\" class=\"img-fluid\" width=\"640\" height=\"535\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/02\/Signup.webp\" alt=\"Image for 6 Tips for Salesforce Business Texting.\">\r\n        <\/div>\r\n          <\/div>\r\n  <\/div>\r\n\r\n  <style>\r\n    \/* todo move this to cta scss *\/\r\n    .longform-content .cta {\r\n      padding: 3rem !important;\r\n      background-color: rgb(235, 238, 240) !important; \/* bg light *\/\r\n      border-radius: 1rem !important; \/* rounded 3 *\/\r\n      margin: 1.5rem 0; \/*my-4*\/ \r\n    }\r\n  <\/style>\r\n\r\n","protected":false},"author":1,"featured_media":26330,"menu_order":29,"template":"","meta":{"_acf_changed":false,"popular":false,"coming_soon":false,"link":"","footnotes":""},"class_list":["post-19267","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Finance Broker Cuts Support Time By 733% With SMS | MessageMedia Australia<\/title>\n<meta name=\"description\" content=\"Finance brokers, Positive Lending Solutions, make access to support faster by adding using SMS to communicate. 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