Is Your Business Squandering Your Most Valuable Resource?

What’s the most expensive and valuable resource that’s misused by many organizations? People. How is this happening?

Let’s consider, for example, call centres. In these labour-intensive areas, people do a lot of repetitive tasks. Just like a production line, they’re ripe for process optimization. In addition, agents are working hand in hand with prospects and customers so if they do their jobs right, they can ratchet up sales.

However, because many call centre agents are not supported by their needs, their contributions to earnings are negatively impacted.

Agents without the latest tools to do their job do the following.

So, how do you increase that productivity and make your staff more efficient? By automating small manual operations, which becomes easier with integrations.

Here, we will be discussing an OpenSpan, a major SalesForce Systems Integration Solutions that you can use to boost sales and productivity. But before we do that, it’s crucial to understand why your workforce is not being efficient.

Spend Time on Tasks that Should be Defunct

Cutting and pasting data from one application to another is a tedious and error-prone process that takes up valuable time. It also increases the risk of mistakes and inconsistencies, which can result in errors and delays. Similarly, repeating questions that customers have already answered because the answers are hiding in other applications is a frustrating experience for customers and a waste of time for employees.

Finally, searching high and low for information not available in the application they're using is another example of a non-productive task that should be automated or eliminated. With the vast amount of data available in today's business environment, it's essential to have tools that can quickly and accurately locate the information needed to complete a task.

Pass Up on Sales Opportunities

In a customer service or sales environment, agents are often responsible for identifying and capitalizing on sales opportunities. However, if the information regarding promotions or cross-selling/up-selling prospects is not readily available, agents may miss out on these opportunities, leading to lost revenue and missed growth potential.

Promotions and discounts are often time-limited, and if an agent is not aware of them, they may fail to offer them to customers who could benefit from them. Similarly, cross-selling and up-selling opportunities may go unnoticed if an agent is not presented with the relevant information.

This problem can be compounded by a busy work environment, where agents are often dealing with multiple customers simultaneously. In such scenarios, it's easy for an agent to overlook a promotion or cross-selling/up-selling opportunity, particularly if the information is not immediately visible or readily accessible.

What is OpenSpan?

OpenSpan is a software tool developed by Pegasystems, a global leader in customer engagement and operational excellence software solutions. OpenSpan is an intelligent business process automation that enables organizations to automate their business processes by integrating multiple applications, systems, and data sources.

OpenSpan provides a visual design environment for creating robotic process automation (RPA) solutions that can automate repetitive and time-consuming tasks. It can also be used to integrate data from multiple sources, including legacy systems, web applications, and cloud-based software.

This Business Intelligence Solution also offers analytics capabilities that allow organizations to gain insights into how their processes are performing, and to identify opportunities for improvement. With OpenSpan, organizations can increase efficiency, reduce errors, and improve customer satisfaction by automating their business processes.

How to Boost Productivity and Sales, and Lower Costs, with Open Span

OpenSpan is a software tool that enables organizations to integrate their customer service applications, including salesforce service cloud, with other business applications, regardless of whether they are mainframe, client/server, Windows desktop or cloud-based applications. This means that organizations can create a unified view of customer data that includes information from multiple sources, allowing agents to have all the information they need in one place.

What sets OpenSpan apart is its ability to enable rapid, codeless Systems Integration Solutions, which means that it can be done quickly and without the need for specialized programming skills. This allows organizations to implement integration projects more efficiently and cost-effectively than with traditional integration methods.

OpenSpan is also capable of breaking down the barriers between different types of applications, including Windows applications, websites, and legacy programs. By doing so, it enables all applications to communicate with each other, which is essential for creating a seamless customer experience.

Automation Broker Salesforce

OpenSpan provides a solution to the problem of tedious and error-prone tasks like searching for information and cutting and pasting data from one application to another. By integrating customer service applications with other business applications, OpenSpan eliminates the need for agents to manually transfer information between different systems.

This means that agents no longer have to search for information in multiple systems or ask customers for the same information repeatedly. Instead, they can access all the relevant information they need from a single, unified view of the customer, which enhances productivity and reduces frustration for both agents and customers.

In addition to its integration capabilities, OpenSpan provides a graphical interface that enables users to view programs, query applications, and expose the underlying objects. This interface allows users to see the different components of their applications and how they interact with each other, making it easier to identify inefficiencies and opportunities for automation.

Once users can see the objects, they can use OpenSpan's drag-and-drop functionality to automate processes between programs. This allows users to create workflows and automate tasks quickly and easily, without the need for specialized programming skills.

OpenSpan Studio

What does this mean for your company? You don’t have to license as many copies of software programs. It also means:

1. Lower Costs

Your applications are centralized on the server.

2. It Gurus Can Manage Computing for Associates More Easily

You to make the data visible and usable.

3. Don’t Have to Change Your Legacy Systems

To accomplish tasks. OpenSpan helps sum up everything needed in one view.

4. No Need to Log into Multiple Applications

for any offers or campaigns and present them to the customer—no matter in which application they’re housed.

5. Customer Service Agents Can Query Salesforce Easily

Desktop analytics deliver provide actionably, that you can use to make informed decisions.

The Bigger, Fatter Bottom Line

According to Eric Musser, CEO of OpenSpan, their customers say they are saving $ 1 million a year for every 1,000 seats using OpenSpan. That’s just the savings. The increased sales potential is tremendous too.

The Downsides

While OpenSpan provides a powerful solution to the challenges of integrating customer service applications with other business applications, there are some limitations that organizations should be aware of before implementing it.

One of the most significant limitations of OpenSpan is that it only runs on Windows (2000, 2003, XP, Vista, and Windows 7), Citrix, and VMware. This means that organizations that use non-Windows platforms may not be able to use OpenSpan effectively. Additionally, organizations that operate in heterogeneous environments may find it challenging to integrate all of their applications with OpenSpan.

Another potential issue with OpenSpan is that it requires background processes to be run on PCs, while Salesforce is a cloud-based application. This may create a bottleneck in the integration process, particularly for large-scale deployments, where the number of PCs that need to run background processes can quickly become unmanageable.

How to Get the Most Out of Your OpenSpan Integration with Salesforce

To optimize the results from an OpenSpan Integration with Salesforce, organizations need to take a methodical approach to identifying the tasks that are consuming their Salesforce users' time. This process should involve gathering feedback from users and analyzing data to identify inefficiencies in their workflows.

One effective approach is to work with an OpenSpan partner that has experience in identifying and addressing common time-consuming tasks. These partners can provide time-tested tools and techniques that can help organizations streamline their workflows and improve their productivity.

During this process, it is important to involve users in the identification and optimization of time-consuming tasks. By doing so, organizations can ensure that the solutions they implement are tailored to the specific needs and workflows of their users, which can increase user adoption and satisfaction.

Once the time-consuming tasks have been identified, organizations can use OpenSpan's drag-and-drop functionality to automate repetitive tasks, eliminate manual data entry, and reduce errors. By doing so, organizations can free up their Salesforce users to focus on more high-value tasks, such as engaging with customers and identifying opportunities for cross-selling and up-selling.

When Should You Introduce Open Span?

Ideally, your company should first implement Salesforce and then use OpenSpan to integrate the CRM with any legacy applications or new applications. However, if you haven’t yet implemented Salesforce, consider the OpenSpan integration during the project’s design phase to save costs and time.

Ease of Implementation

Basic Integration is relatively easy due to the drag-and-drop user interface, but for complex integration requirements, you will need OpenSpan-certified personnel. You can either hire a hire dedicated developers service or outsource a third-party freelancer to do so.

Call today if you have questions about OpenSpan integration in Salesforce, or need help implementing your solution.

Call us at 484-892-5713 or Contact Us today to know more details about the OpenSpan Integration in SalesForce.