Discover More Value: What to Expect from an IC Salesforce Discovery - Archive of IC Blog

Discover More Value: What to Expect from an IC Salesforce Discovery

At Internet Creations, we know that discoveries are definitely not a “one size fits all.” Typically, discoveries are learning sessions where a subject matter expert can talk through your challenges or long term goals. There are several flavors of discoveries depending on your needs. Some discoveries are catered to people just getting started on their Salesforce journey and who need help translating their business processes into Salesforce features. Other discoveries are far more targeted and designed to troubleshoot a specific business or technical problem within the Salesforce context. Lastly, there are health check discoveries, which are designed as a review of a Salesforce implementation and isolated areas of improvement.

What are the benefits of a discovery?

There is a multitude of benefits from a discovery. Discoveries aren’t sales calls to hand you a bill — they’re collaborative discussions to determine the best solution that fits your needs (and your budget). 

Discoveries let you talk with subject matter experts and technical gurus so you can be confident your Salesforce environment is in line with industry best practices. A fresh perspective can lead to innovative solutions that you may have never considered before. Even just talking through things with an expert from the outside and being asked specific questions from a consultant can lead to your own “ah-ha!” moment!

And last (but not least!), at Internet Creations your initial discovery sessions are free! They’re designed as an introductory session to talk through challenges and to determine if moving forward is a good fit. Give it a shot and let us explore what value we may be able to uncover for your org.

If you decide the path forward is a worthwhile investment for your company, and you choose to continue to a formal engagement with Internet Creations, then we’ll move to a bucket of consulting hours or even a full, managed project to make the solution a reality!

Look below for what a full project engagement entails, from discovery to go live.

What can I expect out of an initial discovery session?

Casual discussion with an expert

The first discovery session is meant to be an introduction and set the stage. They’re typically casual conversations about how you are and want to be using Salesforce or about the specific business need you’re having trouble with. 

For example, if your team is having trouble with managing high case volume, you can expect questions like:

  • How big are your customer support teams, and how many teams do you have?
  • What is your typical case volume?
  • What kinds of cases does your company deal with?
  • What are the ways in which your customers submit tickets to your team?

Specific questions to learn details about your needs

After the consultant has the big-picture painted, they’ll start asking more specific questions that are designed to shed light on more specific pain points or potential opportunities for innovation. These questions can vary greatly depending on the issues at hand.

Some of the questions that could be asked could include: 

  • Do you have service contracts with your customers that result in various SLAs?
  • How do you determine which agent is assigned to a customer service ticket? 
  • Do you currently have any resources for your customers to perform self-service, like a Knowledge Base or FAQ pages?

A discussion of solutions and features that could meet your needs

Initial sessions can also lead to brainstorming and talking about potential solutions and improvements. The consultant may run certain ideas by you and explain the potential.

For example, for high case volume, and based on the answers to questions, maybe the consultant determines that case deflection is a good opportunity for your support team! They may suggest exploring things like a public knowledge base or rolling out a chatbot and seeing how they can fit for your business. This is your chance to ask questions now to feel out the possibilities.

A conclusion with an agreement on any next steps

Depending on the complexity of your needs, a single session may not be enough to fully pin-down a solution. In this case, the session will typically conclude by scheduling a follow-up conversation. The follow-up session will be a deeper dive into more specifics about the complexities of your needs. These conversations may also include other stakeholders or subject matter experts from your business to help provide additional details.

To wrap up our high case volume and case deflection example, maybe you and the consultant decide the best next step is to pursue a chatbot! A second call may pinpoint more technical questions like chat routing before a chatbot implementation solution proposal can be formally provided.

The need for a formal discovery engagement 

One final thing that is important to keep in mind is the possibility of a paid discovery. Depending on the complexity of the project and the requirements, we may not be able to determine a good solution and scope of work within a few initial calls. In these situations, we will recommend the purchase of a bucket of consulting hours to conduct a paid discovery engagement. You can also request a paid discovery if you want the benefit that it brings.

From this paid engagement, you will receive:

  1. Several meetings with critical stakeholders to fully understand and document business needs.
  2. A formal list of business requirements, including a summary of current and future state.
  3. A proposed solution design, which may include mock-ups (if applicable).
  4. A statement of work and quote for IC to implement the proposed solution.

What makes Internet Creations’ discoveries so valuable?

There are a lot of consultants in the Salesforce ecosystem, and many consulting partners offer discoveries. So why should you choose Internet Creations to lead a discovery session?

Our consulting team has a collective 50+ Salesforce certifications, including certified architects, developers, and cloud-focused consultants. Because Salesforce is the only CRM we implement, you can rest assured that you’re working with dedicated experts. Our Product Managers are experts in Salesforce too, not just our products. 

Internet Creations is also unique in that we live and breathe Salesforce in our day to day work as well. Almost our entire business, from sales to service, from accounting to project management, is all conducted on the Salesforce platform. We can speak to using Salesforce for a variety of things because that’s how we use Salesforce too.

In addition, we seek to be your partner first and foremost. We always want to find the best solution for YOU, even if that solution is with a third-party AppExchange application or one of our technical partners. We challenge the status quo so that your organization gets what you need, not just what you want. You can trust that Internet Creations will always have your back and keep your best interests in mind during a discovery.

How do I get started?

Complete this form to schedule face time with a multi-certified expert that will help you conquer your top Salesforce challenges. These challenges can include transitioning to Lightning, getting started with Chat Bots, Sales or Service Cloud implementation, or engaging and integrating into the Partner community. Maybe you just want to get some insight into how you are doing with your process and workflows in Salesforce. Either way, you can get 1-on-1 time with one of our certified Salesforce experts to discuss your business needs. 

Book a free discovery session today!

Adrienne Lieberman