Accredited as a reliable Salesforce registered consulting partner, HyTechPro offers proven methodologies, best practices, and automation services that deliver outstanding benefits against Salesforce investment. The company commenced on its Salesforce journey as a CRM, expanding with time and becoming a digital transformation platform with an extremely customer-centric approach in Salesforce. HyTechPro has attended the Dreamforce event for three years during the four year period that it has been working with Salesforce.
In an exclusive interview with CIOApplications, Neeraj Garg, COO of HyTechPro shares his unique insights about the Salesforce landscape and how HyTechPro’s solutions address the challenges that customers face in this space.
Can you please elaborate on the services that HyTechPro provides in regard to Salesforce? How has your longstanding expertise in Salesforce been helpful in offering consultation and solutions to your customers?
HyTechPro has a diverse assortment of Salesforce services that includes in-depth business analysis, focused planning, definite data mapping. By following a reliable testing process for customization and migration projects, we ensure flawless outcomes when serving our customers.
Our company also supports numerous nonprofit organizations to plan, strategize, and implement Salesforce products in the most efficient way. We are experienced in collaborating and providing guidance for nonprofit organizations.
What challenges do you see your customers facing right now in the Salesforce landscape, and how does HyTechPro go about mitigating those?
The issue of not being able to get the expected return on investment in Salesforce has been one of the primary concerns with every enterprise customer that we have engaged with. Reason being: every enterprise has siloed systems that do not communicate with each other. This means that systems are not harnessed to their full extent.
Generally, companies hire Salesforce administrators to fully realize the benefits of the platform but those administrators again have limited knowledge. They can do a few tasks but they do not possess the skill sets to carry out higher-level objectives, such as migrating from any Sales Cloud version to Lightning. Companies don’t realize that just hiring a Salesforce administrator does not cut it. What they require is a few discovery sessions with the sales team or the team that is in Salesforce.
HyTechPro’s SMEs from different domains invest a considerable amount of time in understanding the customer’s environment, objectives, and pain points. Then we see what we can do—integrations, connectors, or out-of-the-box features that we can use in Salesforce without writing any custom code.
What unique approach do you adopt in the Salesforce landscape for the development of your solutions?
We believe that ‘for any product to be successful, it has to be through the client.’ With that in mind, our services or products always revolve around our customer, which allows both the customer and HyTechPro to be successful.
HyTechPro is not just a development partner but also a strategic partner that proactively offers advice on what strategy is best to make systems run better
Planning then leads to collaborative development, which brings HyTechPro’s business development and operations teams to work in unison with the customer for the success of the product. After collaborative development comes continuous evolvement of the product, ultimately leading to continuous testing of the product.
Testing is crucial to avoid any kind of failures at the early stages of the product development. Every product that HyTechPro is developing has to be continuously integrated with the core system so that any issues or failures are caught in the initial stages of development, to prevent those from leaking into the core. Once we have continuously integrated the product, we deploy it in the customers’ production environment. We constantly monitor the product and check for any feedback from the customer to ensure there are no performance issues, and the customer is ultimately happy with what we have implemented. That completes the whole cycle between the customer and the business development and operations teams with everyone’s contribution toward the success of the product. Instead of focusing on smaller bits of the entire cycle, we take into account the entire cycle, which revolves around the customer.
Is there a particular success story that you can mention where you helped your clients in overcoming their challenges with Salesforce?
We’re working with a healthcare client for whom we had initially developed a product based on .NET technology to automate their processes. The client had been receiving manual faxes from their customers and those had to be manually assigned to users. After we automated their fax process, it allowed the fax to be directly entered into the system and automatically assigned to different users in the workflow depending on the algorithms that we have written.
In this instance, the client had n number of cases coming to their system from different hospitals and other organizations and was facing complexities in maintaining a network of communication between patients, insurance companies, and themselves. We developed a system that facilitated a gateway for a patient to be able to claim their insurance through a hospital. We integrated the client’s Salesforce system to their .NET and BI system, with Salesforce at the center. Having unified their siloed systems into one system, we gave them visibility across all their customers. Once the product went live, our client’s sales have increased from just 2000 cases per month to 20,000. Now HyTechPro is implementing staff integration to help the client manage their ERP, and it will be connected into Salesforce as well. All in all, Salesforce is just a media through which our partners can connect different platforms if they have the right kind of knowledge and understand what their customer wants in terms of business.
Moving on, where is HyTechPro headed in the Salesforce landscape? What’s the next big step that your company would be taking in the next 12 to 18 months?
HyTechPro is very well aligned with its Salesforce approach where we sell our solutions to add value to our customers. We maintain the same approach to technical business processes by using the framework that we have built through our analyses. Being able to provide the right solutions is what attracts more customers. HyTechPro’s strategy remains the same and we have been very successful as we added over 40 new customers in our Salesforce group in the last three or four years. We wish to expand more in Salesforce by adding more value for our customers and providing excellent customer service to them, which would help them soar to greater heights as a business.