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Celonis Product Documentation

Connector Detail, Salesforce
Sample Use Cases
Account Management

Account management is about building, maintaining and improving long-term strategic client relationships with the goal to strengthen client retention and growth. The process focuses on identifying customer targets and offering (customized) products/services that help customers to achieve those targets along the entire lifecycle of a customer.

Current usecases incl.:

  • Analyze and optimize process steps to drive customer retention and growth:

    • Identify the most efficient route to success, supervise all activities ever performed on your customer, benchmark them to spot differences.

    • Improve the effectiveness of your process regarding follow-ups, drill down on main causes for delay.

    • Get full transparency on the customer lifecycle, classify accounts based on status and, e.g., Customer Success Manager.

    • Identify the best opportunities for successful customer touchpoints, target individual high-potential as well as relevant problem cases.

  • Keep track of performance:

    • Set individual targets regarding both quality and quantity, get an overview of your accounts’ past and current performance.

    • Drill down on process variations to the manager or region level.

Case Management

Case management addresses any customer interaction (i.e., any “case”). The case management process defines how cases are tracked, categorized/prioritized and handled. Consequently, it can improve customer understanding and issue resolution. Therefore, optimal case management is a crucial part of customer service strategy as it strengthens long-term customer relationships.

Curren tusecases incl.:

  • Analyze case handling at the most granular level to boost customer satisfaction:

    • Understand which process attributes from case creation to closing boost performance to identify characteristics of role-model processes.

    • Reduce the number of open cases through end-to-end transparency.

    • Identify and eliminate reworks/changes to improve “first-time-right” rate.

    • Optimize response/resolution time and capacity planning through “quick” and “slow” customer identification, waiting times forecasts, etc.

  • Monitor and benchmark Customer Service performance:

    • Evaluate the effects of process adjustments.

    • Compare working and resolution time among subgroups.

Lead Management

Lead Management describes all stages and Sales activities from lead generation and lead tracking to lead qualification and conversion into an opportunity. A crucial aspect of that is providing leads with the information they need to continue through the funnel.

Currentuse casesincl.:

  • Optimize lead conversion rate:

    • Drill down on root causes for exceptionally high/low lead conversion to boost the quality of lead-to-opportunity/-order activities.

    • Analyze unnecessary efforts/time lags to optimize process efficiency.

    • Approach leads effectively (and individually) based on status classification, aging lead and current problem case identification, etc.

  • Benchmark lead and Sales performance:

    • Monitor end-to-end process KPIs from lead creation to opportunity, keep track of time to/between lead creations, etc.

    • Compare conversion rates/times among different subgroups.

Opportunity Management

Opportunity management describes the execution of intensified (as compared to lead management) Sales efforts with the aim to keep a lead moving through the pipeline after it became an opportunity (i.e., reached a higher probability to become a closed deal).

Currentuse casesincl.:

  • Optimize opportunity conversion rate:

    • Analyze root causes for lost/won opportunities to establish best practices.

    • Identify and eliminate unnecessary efforts to accelerate the Sales process.

    • Discover poor documentation within the CRM process (that could potentially lead to Born-to-Win cases, e.g.).

    • Identify and effectively follow up with promising opportunities through opportunity status-based classification, alerts, etc.

  • Track and assess revenue streams:

    • Classify closed cases and associated revenue streams to identify the most relevant ones.

  • Benchmark opportunities and Sales performance:

    • Monitor end-to-end process KPIs from opportunity creation to closing, keep track of time to/between opportunities.

    • Compare different subgroups based on conversion rates, etc.

Table Requirements
Account Management
  • Account

  • AccountHistory

  • Contact

  • Event

  • Group

  • Lead

  • Opportunity

  • Profile

  • Task

  • User

Case Management
  • Account

  • Case

  • CaseHistory

  • CaseMilestone

  • CaseSolution

  • Product2

  • Solution

Lead Management
  • Account

  • Campaign

  • Contact

  • Event

  • Group

  • Lead

  • LeadHistory

  • Opportunity

  • Profile

  • RecordType

  • Task

  • User

Opportunity Management
  • Account

  • Contact

  • Event

  • Group

  • Lead

  • Opportunity

  • OpportunityFieldHistory

  • OpportunityHistory

  • OpportunityLineItem

  • Product2

  • Profile

  • Quote

  • RecordType

  • Task

  • User