Speaker: Mel Haynes
Tell us about Project Gorilla...what is it, and why do we need it?
Mel Haynes: Project Gorilla is about us trying to improve the way we deliver services to our new customers with low complexity solutions. We want them to be able to take ownership and guide themselves through an on boarding process whilst we keep them to a very standard solution without any customisation, which ultimately gives them benefit of how the solutions are intended to work.
How is it going to make things better for the client?
Mel Haynes: This will free up our onboarding team to focus on the more complex clients, and hopefully expedite the complex client implementation. These clients will also be managed by a pool of account managers where they will get the benefit of having multiple people to outreach to to have responses quickly to the questions and queries they have.
Mel Haynes: They will be shared a rather sophisticated communication process where we will nurture them through Eloqua delivering to them. Feature based information about the solution they have but actually using logic connected to their Health Score where we will help focus their attention to areas of their solution that they could be getting more out of if they engage more with those features. And ultimately being able to contact their account managers through a account management portal where those clients will be able to raise cases, seek information, and engage generally with their account management team.
When is it planned to release all the automations into Salesforce?
Mel Haynes: we are going to be launching Gorilla the week of the 28th of November. That means everything will be live in production, and ready for the teams to be trained. There'll be a week of training for the week of the 28. And the following week we will initiate the first Eloqua campaigns to existing clients that are going to be managed by the account management team. And we will also be ready to on board, some new clients who sign up to Workforce Resilience 1 or 2 after the first of December.
