Ecosystem Optimizing Lead Flow for a Streaming Giant
35% faster lead response, 50% better usability, how a global streaming corp optimized lead flows, dashboards and user experience with Salesforce automation.
Background
A leading global streaming platform specializing in anime and Asian entertainment, referred to here as a global streaming media corp, needed to scale its sales and CRM systems in line with its international audience growth. With operations spanning multiple regions and sales teams, the organization was looking for a smarter way to manage leads, insights, and communication while maintaining high data quality and a seamless user experience across roles.
Challenges
The client faced several friction points in their Salesforce environment
1. Reports and dashboards were not tailored by role, reducing clarity for Sales Reps and Admins.
2. Their web-to-lead pipeline lacked automation, making lead capture inefficient.
3. Lead assignment based on geography (country) was manual and inconsistent.
4 A large multi-picklist field containing country names was difficult to navigate, hurting user efficiency.
5. Outlook lacked integration with Salesforce, making email tracking disjointed.
6. Page layouts weren’t dynamic, leading to cluttered views and irrelevant fields for certain users.
7. Bulk data operations like import, update, or deletion were time-consuming and error-prone.
Solutions
Our team at Wisdom Square partnered with the client to reimagine their Salesforce workflows, focusing on speed, usability, and intelligence. Here’s how we addressed the key issues
Role-Based Reporting: Designed and assigned custom reports and dashboards based on user roles (Sales Reps vs Admins) for more relevant insights.
Automated Lead Capture: Implemented Salesforce’s web-to-lead feature to auto-create lead records from website inquiries, reducing manual data entry.
Smart Lead Assignment: Configured country-based sharing rules to automatically route leads to the correct sales rep, cutting delays in follow-up.
Searchable Multi-Picklist UX: Built a custom Lightning Web Component (LWC) that added a search bar to a multi-picklist field, dramatically improving field usability.
Outlook Integration: Integrated Outlook with Salesforce to enable automatic email syncing and tracking within CRM records.
Dynamic Page Layouts: Used record types to assign page layouts based on user profiles, creating a streamlined and personalized CRM experience.
Efficient Data Management: Leveraged Salesforce Data Loader and automation tools to enable bulk data import/export/update while maintaining integrity.
Lead Conversion Optimization: Leveraged Salesforce’s native functionality to convert all lead records into accounts, contacts, and opportunities. Ensured precise field mapping to maintain data continuity.
Throughout the project, our AI-powered delivery framework accelerated execution, and our AI engineers fine-tuned workflows to ensure optimal performance.
Impact
Improved Lead Response: Web-to-lead automation and rule-based assignment reduced lead response time by 35%.
Better UX: The searchable multi-picklist cut down navigation time by 50%, improving CRM usability.
Role-Based Visibility: Custom dashboards provided clarity, enabling faster and more informed decisions for both Admins and Sales Reps.
Communication Efficiency: Email tracking and syncing via Outlook integration increased rep productivity by 30%.
Workflow Optimization: Dynamic layouts ensured users only saw relevant fields, improving task completion accuracy.
Cleaner Data at Scale: Bulk data operations reduced manual errors and improved data reliability across the CRM.
Salesforce (Reports, Dashboards, Leads, Sharing Rules, Record Types, Page Layouts) Salesforce Lightning Web Components (LWC) Salesforce Flow Salesforce Data Loader Outlook Integration for SalesforceSimilar case studies
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