"Retail Reimagined" - Microsoft Synchronized Shopping Experience

Synchronized Online and In-Store Shopping

Finding a perfect PC or a gadget can be the result of a lengthy process of online research and hands-on experience in stores. Although online and in-store shopping experiences are related, they are often disconnected.

Synchronized online and in-store shopping powered by Microsoft Technologies provides a new intelligent edge solution that connects a customer’s online search to the in-store experience of identifying, connecting, comparing and ultimately buying the perfect laptop, device or related software. Find out what the experience is like here.

Challenge

80% of customers start their journey online; but while retailers do a good job of creating thoughtful in-store and online user journeys to engage customers to buy their products, the customer experience is disconnected when a customer searches for and selects a device online and then walks into a store to try out the device before purchasing it. That device may not be available on display at that store location and other devices in that store might seem equally striking leading to confusion and not closing the sale.

Advanced specs and compelling new features tend to remain hidden unless the customer is assisted by a knowledgeable sales professional. With a truly dizzying array of devices and gadgets now available, customers struggle with choice paralysis: they’re overwhelmed by the sheer number of choices available to them. Not only is there a large range available, but each device also comes with its own combination of specifications and features. What these shoppers need is a guided and connected online and in-store shopping experience to narrow down choices quickly, find the perfect device and complete the buying process.

Solution

With the Microsoft Synchronized Shopping Solution, customers have an easy, self-guided shopping experience connecting both online and in-store journeys through their smartphone (Find out more about what we do with Microsoft here).

Customers can take a small quiz online that enables a conversational A.I. driven product advisor to tailor recommendations and show them retail locations in which the product is available. Customers can then download a QR code, and once they reach the store, their smartphones will guide them to their selected device(s) and enable a hands-on experience with device features.

Read more about the Microsoft Synchronized Shopping Solution on the Microsoft website: here and here.

Benefits

  • Extend the user engagement from online visit to a physical store visit by storing device preferences in user’s smartphone and guiding the user in finding those devices in a store.
  • Real-time interaction with devices in store from shoppers’ smartphones to identify devices that match their requirements.
  • Seamless retailer integration to connect online inventory with device availability in stores.
  • Ultimate goal is to reduce online cart abandonment & increase the conversion.

Marketing Cloud Powered Customer 360 for a Global Travel Insurance Company

Overview

Seven Corners, Inc. is an innovative and service focused international travel insurance and specialty benefits management company. Over the past 25 years, their mission has been to protect travelers while building loyal customers, inspiring their team members and driving value for their partners. Seven Corners uses email marketing and nurture campaigns to inform customers of their insurance plans as well as targeting customers with specific offers. In order to enhance their customers' experience while purchasing travel insurance, they wanted dynamic and customer-specific content in their emails.

Challenge

The use of ‘Classic Content’ tool in Salesforce was an outdated technology stack and did not provide an easy way to customize email templates. Over the years, this tool had been heavily customized to drive dynamic emails. A 360-degree view of the customer was not available and data from the homegrown CRM has to be pre-processed and therefore provided an offline view which made it difficult for targeted outbound communication.

Solution

PopcornApps, through use of Salesforce Marketing Cloud enabled a new experience for Seven Corners’ customers by creating personalized, time driven journeys. This new experience has been effective and has resulted in better customer engagement, higher satisfaction and growth in revenue.

The upgraded Marketing Cloud solution from Salesforce introduced a new tool, Content Builder. Using this new tool, dynamic, reusable content can be designed to build custom email templates. Existing email templates were redesigned into dynamic ones, which were product-oriented and customer-specific. This eliminated the heavy customization and provided a more manageable and easier to maintain email marketing framework. In order to get a true 360-degree view of the customers, PopcornApps used Marketing Cloud Connect, a tool to connect and source customer data from Marketing Cloud and Sales/Service Clouds. Lifecycle Journeys for policies and customers were built-in and the customer data was queried and filtered to send personalized emails in real time with a comprehensive view of travel insurance policy journey.

Impact

Customers who purchased travel insurance from Seven Corners now receive relevant, informative and interactive emails at the appropriate time during their travel insurance policy lifecycle. Responsive journeys have enhanced customer experience through Marketing Cloud. This will continue to drive business growth for Seven Corners.

Customer Testimonial

The experience working with PopcornApps has been terrific. They are truly a trusted partner of Seven Corners and their services have been instrumental in helping drive double-digit growth in our direct to consumer channel. While we had a significant investment in Salesforce Marketing Cloud, we had not maximized the true ability of the technology. PopcornApps ramped up quickly on understanding our business needs and go-to-market strategy and was able to efficiently help us design several impactful customer nurture journeys along with building a solid foundation for future email acquisition strategies. It has been an absolute pleasure working with the team at PopcornApps and we look forward to partnering with them on other revenue-impacting initiatives.

Greg Jung -Vice President of Marketing

Regulatory Compliance Workflow for Financial Corporations - Provisioned on Salesforce

Overview

Gordian Compliance Solutions specializes in regulatory compliance services for financial industry firms. They work with investment advisers, broker-dealers, private fund managers, and futures professionals to provide compliance and risk management solutions. Gordian is based out of San Francisco and maintains offices in New York and Florida.

Challenge

Administering a compliance program requires careful coordination between regulatory support and operations. The activities required to assess and maintain a firm’s compliance status involve constant interaction between Gordian consultants and their clients. Tracking dates for preparing and submitting regulatory forms, managing amendments, conducting audit reviews etc. were all being managed in disparate systems with no single view of the customer resulting in redundant work and lost opportunities to scale.

Solution

PopcornApps developed a compliance management solution on Salesforce for consultants and the operations team to manage the entire customer lifecycle starting from preparing and submitting SEC and State registrations, maintaining compliance policies and procedures, filing various amendments through the year and establishing a seamless workflow process, to tracking, assigning, and managing all activities relating to audit, review and monitoring of the compliance program for Broker-Dealer and Investment Advisory professionals.

Business Benefits

The workflow efficiency between consultants and operations team to manage a client’s end-to-end compliance program is targeted to increase by 70%, effective communication with stakeholders by 40%, and scale of operations by 65%

Testimonial

“The Popcornapps team was fabulous and exceeded our expectations for this project. They took the time to learn the intricacies of our industry and the services we provide our clients. That enabled them to take our vision and make it better. The solution they built for us will increase our productivity and efficiency and allow us to better serve our clients”

– Heidi Johnson, Senior Compliance Consultant – Gordian Compliance.

Lightning Migration of Knowledge Articles for a Fortune 50 Giant

Overview

PopcornApps migrated Salesforce Knowledge Articles to Lightning for a Fortune 50 company – a pioneer in the manufacture of microprocessors and one of the world’s largest semiconductor chip manufacturers with employees in 46 countries.

The Challenge

The client’s Salesforce Classic Knowledge Base was customized to support 3000+ products and 12000+ articles in 11 languages, with both external and internal users trying to access the knowledge base to resolve cases and product issues. Salesforce data migration efforts focused heavily on moving from a Classic ‘Article Type’ to Lightning ‘Record Type’ data model along with customizations made to the objects to maintain product hierarchies and articles associated with them. Specific challenges included:

  • Visualforce pages and JavaScript buttons on Service Cloud instance prevented easy switch to Lightning
  • Salesforce Knowledge Base Lightning conversion was in parallel to Service Cloud Lightning migration
  • The roll-out was to happen at the same time to minimize impact on call centers and so that there could be a seamless Lightning experience for all the support agents across different regions.

The Solution

The client needed a partner who could transition this customized Knowledge base to Lightning smoothly and efficiently, with as little disruption as possible to internal and external customers - someone who could understand their business processes and integration to back-end systems.

PopcornApps was chosen for its expertise in the Salesforce Knowledge Base and Salesforce Lightning Platform. We carefully designed and developed a migration plan that leveraged the available Lightning Knowledge Migration Tool. We implemented the customizations needed to enhance the user experience and maintain business continuity concurrently. The solution leverages Integrations with MuleSoft & Adobe Experience Manager (AEM) for external knowledge users and integrates with Service cloud for internal users.

Along with Articles migration, Custom elements, VF Page conversion, JavaScript buttons – Lightning components and quick actions were part of the scope.

The Benefits

  • Reusability: Application is now based on configurable elements with drag and drop reusable Lightning components.
  • Simplification:  Simplified code base using Lightning-specific features to create global actions, compact layouts, case path and wave dashboards for agents.
  • Streamlined processes: Lightning features like guided action lists to help agents launch specific customer service workflows and keep track of each step of the process.
  • Efficiency: Guided flow to create/edit Articles. A simplified process to display internal notification alerts to agents in console by building a highly configurable declarative solution.
  • Reduction of Technical debt: With complete conversion to Lightning components, Visualforce pages, components and JavaScript buttons were all made redundant and the associated codebase could be deleted.

Impact

Our solution and implementation provided benefits specific to the client's business and made the transition a seamless experience. Some tangible and wide-ranging benefits below:

  • 1000+ users with a faster, more seamless experience thanks to a smoother and more intuitive UI.
  • More than 30% efficiency in first time resolution of cases. Business process optimization for approvals, keyword searches and article suggestions.
  • 12K Articles, 502K Article Versions, 337K Article-Case associations, 529K Data Category/Product associations and 11 languages – all migrated to Lightning
  • 35 reusable custom Lightning components with plug and play development process

Optimizing Warranty Management

Contact centers are in many ways the heart and soul of the modern enterprise. Any enterprise digital transformation efforts will need to prioritize the optimization of contact center operations like warranty management to match the service expectations and demands of today’s consumers.

Customer Profile

A Fortune 50 company and a leading player in the semiconductor industry, the client has a strong product portfolio of over 9000 products. Besides chips and processors, it manufactures network-interface controllers, flash memory, graphic chips and other devices related to computing and communication.

The company relied on legacy software to manage its manufacturing, sale, and service processes until recently. A shift to newer technologies was needed to better manage changing market expectations and organizational demands.

The chipmaker chose Salesforce and to guarantee a successful transition to Service Cloud they worked with PopcornApps, a Salesforce partner with proven expertise in managing complex implementations.

The Problem

The global scale of operations demanded offices and support centers in multiple geographies. The software for warranty management used at each location differed. Multiple disparate applications existing in silos made the management of warranty centrally for all regions tough.

This scenario meant they could not track dealer performance or product design flaws by analyzing patterns in consolidated reports. A few locations were using bespoke systems that lacked processes for a few areas and relied on manual tracking using spreadsheets. Even where SAP was in use, the unavailability of out-of-box support channels made support inefficient and costly.

Solution

We took the company’s ‘Warranty Management’ process together with all its sub-processes like eligibility check, entitlements, RMA, fraud check, inventory management, dispatch, and depot/warehouse management and modernized it using Salesforce technology. The whole process from inception to deployment took 8 months.

Leveraging the Salesforce entitlement management module and community cloud we built a custom warranty solution. The online process validates a claim request through product serial number check and any eligible claim has a case created and assigned to the appropriate agent pool and depot for managing the RMA process. The system provides agents with an integrated ‘One View’ of the customer and the associated warranty claim(s).

Impacts

The company is using the warranty management system in 11 support centers globally. The system enables 24X7 eCare support to customers and partners. It is used to process 100,000+ transactions and over 30,000 claims in a month.

Lower Warranty Costs. Due to higher transaction integrity, the transaction fall-through rate dropped to <2%.

Faster Claim Processing. Partial automation reduced claim processing time.

Reduced Inventory. Real-time data for faster decision-making allows them to maintain lower inventory levels.

Better Risk Control. Dealer and product performance can be tracked.

Improved Agent Productivity. A 20% increase in agent productivity was observed.

The new system generated positive impacts for all by enabling faster and more accurate warranty claims processing.

Retail Demo Experience Application

Customer experience (CX) management is a prime focus area for brands today. Retail Demo Experience (RDX) applications help enterprises improve CX within their retail stores by enabling demonstration environments that are intelligent, interactive, and immersive.

Customer Profile

Microsoft has grown its retail presence rapidly since its first store launch in 2009. There are now over 100 Microsoft retail locations worldwide with most of the stores concentrated in the U.S.

Microsoft retail stores aim to create unique, engaging, and futuristic shopping experiences for customers interacting with Microsoft products (devices). To realize its retail vision, the technology giant is constantly investing in new applications to power its Microsoft Store of the Future (SOTF) initiative.

The partnership between Microsoft and PopcornApps stretches over many years. We have done several implementations of Microsoft technologies and solutions across different industry verticals. Our growing engagement with Microsoft afforded us an opportunity to design applications that further their retail customer experience strategy.

Solution Overview

We undertook this project under Microsoft's retail partner development program. We developed an RDX within which users can change the color of the studio screen and the connected display video wall using a Surface Dial App.

Another app that was built for use within our RDX is the Persona app. The app offers customers exploring Microsoft applications on retail demo devices an option to choose their demonstration environment from a set of available personas. The selected persona forms the background on both the device and the connected display video wall while the user is exploring video demos of windows applications. Such a setup enables a consistent viewing experience across devices for customers.

Technical Features

We built the RDX application and its constituent apps using Microsoft technologies. The demo app was built on .NET application framework using C# language. We leveraged Universal Windows Platform (UWP) to develop a single code base that is deployable across all windows devices and supports a variety of interaction models.

Additionally, we used XOGO, a 3rd party interactive digital signage system to play videos on the display video walls. The video content for display walls is triggered wirelessly when people interact with demo devices. Alternatively, when no active interaction is taking place the XOGO media player will display attract loop videos. The attract loop is a motion graphics loop featuring Microsoft products that works to attract customers to Surface Tables/Kiosks for demos.

Impacts

The project was completed in record time. Microsoft can use the RDX app at any or all of its 100+ retail locations to facilitate greater customer engagement with Windows devices and Microsoft hardware and software products (including the Surface, Office, and Xbox lines).

The RDX App is of great assistance to Microsoft store employees. The RDX app helps personnel like ‘retail sales associates’ and ‘retail customer associates’ better assist customers in product selection and product utilization.

The RDX app was able to increase the interactivity of in-store product demos for customers using personas and attract loop videos. Improved customer engagement facilitated by the RDX app led to increased brand loyalty, product and service portfolio awareness and sales.

The Transformation of a Customer Contact Center

Contact centers stand on the front line of customer engagement. To stay in lock-step with the needs of today’s customers and employees, businesses need to modernize their contact center operations by breaking down silos and unifying disparate systems and channels.

Customer Profile

A major Fortune 50 company in the semiconductor industry with a strong product portfolio of over 9000 products. The chipmaker relied on legacy systems to manage its manufacturing, sale, and service processes until recently. However, a shift to newer technologies was imminent due to changing market and organizational dynamics.

The company understood this and decided to shift their after-sale support and service to Service Cloud starting with the agent case management function.

To ensure a successful implementation of the agent case management on Service Cloud, the Fortune 50 partnered with PopcornApps, a trusted Salesforce partner with proven expertise in managing complex implementations.

Challenge

The old system suffered from several disadvantages - limited out-of-box features, low automation, and complex case management processes.

Limited in-built features. Support channels like phone, webform etc., are not available out-of-box. Company relies on external plug-ins for these capabilities.

Low level automation. Case assignment and case escalation processes are not optimized in the old system.

Complex Handover. Case handover to warranty management module is complex and requires multiple actions.

Lacks Artificial Intelligence and Analytics. The old system lacks automated case classification, escalation, and response features. Also, it did not offer AI-powered smart recommendations and predictive insights.

Solution

We migrated the case management process from SAP and other bespoke systems to Salesforce cloud in 8 months.

The new system offered several features out-of-box. For instance, SAP requires the use of an external webform for the contact feature whereas Salesforce offers an out-of-box VisualForce page.

Likewise, Salesforce offers a better, cleaner escalation setup and logic, enabling faster escalation. Even case resolution is easier as Service Cloud uses the case subject to search, retrieve and recommend knowledge articles automatically.

Moreover, Salesforce offers several customer support channels like chat (LiveAgent), video support (SOS), email and phone out-of-box eliminating need for costly integrations and enabling speedier case resolution.

Impact

The agent case management system on Service Cloud is currently in use across the client’s contact centers globally. Over 1300+ service agents are using the system for processing over 65,000 service tickets each month.

The custom case management system designed and implemented by PopcornApps streamlined the client’s post-sale support pipeline. It centralizes, integrates, and streamlines case management to deliver positive experiences for both agents and customers.

Rules-based automated case escalation and assignment, knowledge integration, and the large number of service channels available within a single intuitively designed console empowered the client’s support team to deliver world-class customer service.

The client observed an improvement in agent productivity, agent experience, and customer satisfaction post implementation.

Roadmap

Once the agent case management system was made live, PopcornApps outlined an implementation roadmap for the client. We identified automation and data-driven smart insights powered by Service Cloud Einstein as the next set of executables.

First, we recommend enabling Einstein for automated case classification and auto-completion of case detail fields.

Next, the client can set up the auto-recommend feature to enable right responses for each case. Going further, the client can activate predictive case resolution times on new cases.

Deploying Einstein in the outlined ways will evolve the current support system into a more intelligent one that differentiates and elevate the client’s brand.

Enhance your user engagement with our versatile Airline Chatbot

Overview

In a fast-changing digital landscape, the airline industry is no exception.

With an extremely competitive market and an unpredictable global environment to contend with, it has become essential to provide a convenient and enjoyable digital user experience. Customers are demanding an enhanced digital experience. The airline industry recognizes this: ‘by 2020, 68% of airlines and 42% of airports plan to adopt AI-driven chatbot services.’ (SITA)

With our deep understanding of the industry and extensive experience building chatbots, PopcornApps has created an innovative and versatile chatbot template for the airline industry that addresses every touchpoint in the user experience.

Opportunity

Messaging platforms today have a massive user base. Facebook alone has 1.3 billion users. At PopcornApps, we saw great potential here: the expanding functionality and popularity of messaging platforms meant that we could leverage existing services and infrastructure to provide all the functionality of a mobile app without asking the user to download and register on yet another app.

For the user, it would be as simple as adding a contact to their preferred messaging platform. For airlines, the bot could engage with all kinds of users – from price sensitive deal-seekers to top-tier frequent flyers, and users with app fatigue who value simplicity – anyone who might be reluctant to download the mobile app.

Our bot would also extend support across enterprise functions, providing all kinds of support to gate agents, ground staff, and other employees, allowing them to focus more effectively on their core responsibilities and increasing productivity and efficiency.

Solution (Customers)

Our bot provides extensive support to both airline customers and employees, and has multilingual capabilities. For customers, it can assist with flight booking, check-in, and provide notifications about flight status, gate changes, etc. While booking a flight, they can sort results by:

  • Price
  • Departure and/or arrival time
  • Number of stops
  • Duration of flight

Our bot can also assist with baggage tracking and customer support – FAQs, PNR management, Member and Frequent Flier queries, and case management.

Solution (Enterprise)

It can assist employees and ground staff with disruption management and:

  • Alleviate long lines at counters
  • Provide boarding assistance at gates
  • Assist gate agents with queries about seat assignments and baggage check
  • Notify all on-call staff about additional staffing requirements, receive confirmations about availability and offer live polling support for shift bidding.

Our use of the Microsoft Bot Framework, along with the existing APIs and infrastructure of the messaging platforms, means that our bot can be deployed on multiple messaging platforms, web chat, as on custom apps without extensive effort. We’ve partnered with the GDS company Amadeus that manages more than 200 airlines and have developed a working prototype with Sabre.

To learn more about our airlines chatbot solution, visit our Airlines page or our blog.

Expense Management Simplified

Mobility is here. And enterprises everywhere will need to adapt. But transformation is not always easy. For large enterprises, enabling mobility while remaining tethered to legacy IT is a challenge. How are they solving the challenge? Custom enterprise mobility solutions.

Customer Profile

Mphasis is an IT services company focused on delivering cloud and cognitive technology-powered digital transformation services globally. They specialize in Digital, Governance, Risk, and Compliance areas.

Over the last decade, Mphasis has been on a digital adoption drive that will further boost workforce availability and operational efficiency. Before committing to a full-scale digital transformation, however, they decided to test the waters with an enterprise mobility initiative.

Mphasis was looking for an IT services firm with vast experience in enabling mobility for enterprises. With our deep and diverse expertise, PopcornApps was the perfect fit.

To begin with, PopcornApps analyzed the opportunities available for Mphasis, developed a comprehensive strategy, and identified the workflows and processes available for immediate harness.

The Challenge

Mphasis used an on-premise Oracle EBS system for expense reporting and approval. A tedious claim-process and limited access system frustrated their largely millennial workforce.

Poor Process and UI: Employees had only one way to raise a claim and had to follow a 4-step process to file a claim. Even UI and navigation structure were complex.

Delayed Expense Reporting: Employees had to wait until they could access an in-office system to scan and attach bills they collected and saved.

Policy Compliance: Employees had no real-time access to spend policies to make in-policy and out-of-policy expense decisions.

Higher Costs: Delayed reporting and poor compliance increased processing time and decreased productivity of AP teams, increasing cost per report processed.

Solution

We developed a Travel and Expense Management (TEM) app. It’s a B2E app that mobilizes the company’s desktop-tethered Oracle EBS expense management workflow. We developed and deployed the app in record time.

Our approach went beyond the plain lift-and-shift and extended to optimization of the claim process. We eliminated unnecessary steps and re-engineered the process to fully harness the advantages a mobile platform offers. The changes led to a 3-way process for raising claims and simplified the current 4-step filing process to a single step. The result was an entirely new onboarding claim flow and navigation structure which enables anytime, anywhere access to claim filing and claim approval processes.

Impacts

The travel and expense management (TEM) mobile application can be accessed by over 20,000 Mphasis employees 24X7 for claims filing and claims approval. It is being used to manage 10,000+ claims every year.

The app has delivered several gains since its launch. It has simplified the claims process, reduced claim cycle time, minimized human errors, curbed fraudulent claims, and reduced accounts payable FTEs.

Through increased manager productivity, the app helped the company achieve 8-10% direct cost savings.

The company also saw a gradual improvement in spend management, workforce availability, employee satisfaction and talent retention.

Migrating Salesforce Classic to Lightning for a hi tech Fortune 50 client with 1000+ users in 6 time zones

Overview

PopcornApps created a unique Salesforce Classic to Lightning migration solution for a Fortune 50 company – a pioneer in the manufacture of microprocessors and one of the world’s largest semiconductor chip manufacturers with employees in 46 countries.

The Challenge

The client’s Salesforce Classic environment and related interfaces were customized to execute complex end-to-end business processes. Visualforce pages and JavaScript buttons in their Service Cloud instance prevented a straightforward switch to Lightning.

They needed a partner who could transition this customized mission-critical Salesforce org to Lightning smoothly and efficiently, with as little disruption as possible. Furthermore, someone who could understand their business processes and integration to back-end systems.

That’s where PopcornApps came in.

The size and scope of the client’s business meant that the migration would have to go live simultaneously in 9 call centers across 6 time zones in 11 languages, with no loss of the functionality available in Classic.

The Solution

We evaluated the Visualforce pages and developed a migration path that maintained process integrity. The migration sequence was agreed upon with the client and as elements were migrated, they were made available for integration testing and user training.

We not only migrated the custom elements – Visualforce pages, components, and JavaScript buttons – to Lightning components and quick actions respectively, but also introduced the following benefits, tailored to the client’s needs:

  • Reusability: Configurable elements – drag reusable custom lightning components using Lightning app builder.
  • Simplification: Simplified code and used Lightning-specific features to create global actions, compact layouts, case path and wave dashboards for agents.
  • Streamlined processes: Lightning features like guided action lists to help agents launch specific customer service workflows and keep track of each step of the process.
  • Efficiency: A simplified process to display internal notification alerts to agents in console by building a highly configurable declarative solution.
  • Reduction of Technical debt: With complete conversion to Lightning components, Visualforce pages, components and JavaScript buttons were all made redundant and the associated codebase could be deleted.

Impact

Our solution and implementation provided benefits specific to the client's business and made the transition as painless as possible. Some indicators of our tangible and wide-ranging impact:

  • 1000+ users with a faster, more seamless experience thanks to a smoother, more intuitive UI and mobile compatibility.
  • 9 call centers, 6 time zones and 11 languages – all had to be migrated, tested and deployed.
  • Extensive UAT and a production pilot to incorporate user feedback prior to full deployment.
  • 13 User profiles impacted, 56 reusable custom lightning components.
© 2019 PopcornApps. An ISO 9001 & 27001 company.       Terms of Service     Privacy Policy