About Ephesoft, a Kofax company

Ephesoft’s Intelligent Document Processing (IDP) platform and data enrichment solutions automate document-centric processes to maximize operational efficiency and human productivity for enterprises and the public sector. Using AI, patented machine learning and proprietary classification models, Ephesoft’s customizable and scalable platform turns any document type into structured, actionable data to accelerate business processes and data-driven decisions. The platform’s APIs and iPaaS connectors allow for fast integrations into other business systems for seamless end-to-end automation. Working with a vast partner ecosystem, Ephesoft has been deployed in the cloud and on-premises to customers around the globe saving costs, improving data accuracy and fueling their digital transformation journey towards hyperautomation. Ephesoft is headquartered in Irvine, Calif., with regional offices throughout the US, EMEA and Asia Pacific.

  Engagement Summary

• Started with a Salesforce platform Health Check to ensure a quality foundation.
• Expanded into Service Cloud and Marketing Cloud Account Engagement (Pardot).
• Grew the Salesforce Platform as Ephesoft grew.

The Initial Salesforce Health Check

 

Corrao Group has been engaged in multiple Salesforce consulting projects for several years with Kofax (formerly Ephesoft), focusing on Sales Cloud, Service Cloud, and Pardot. When our initial engagement began in 2018, we started out with a review of the existing systems. Ephesoft had already been using these Salesforce products but was looking for a platform health check to ensure the fundamentals were set up correctly. We began by ensuring the user's profiles and system settings were set up correctly how Ephesoft initially envisioned. Once the groundwork was stabilized, weekly meetings were held to discuss ongoing requests from the team and work on them accordingly. As part of our Managed Service package, Ephesoft has a bucket of hours that they can utilize for calls, email support, implementation work, and more. These Managed Services provided Ephesoft the flexibility to have us focus on tasks based on priority, rather than being tied down to an original scope of work with limited flexibility.

Ongoing Salesforce Platform Support

 

Within Sales Cloud, we implemented various automation features, including lead re-assignment notifications and validation for unqualified reasoning. We also reviewed opportunity sharing, role/team reporting, and considered restructuring options from manager requests. Additionally, we turned off the duplicate rule blocking discover org data and created automation to update the default lead status from Discover Org. Milestones were configured based on Ephesoft's request, and we analyzed Excel action plans to incorporate them into Salesforce through tasks, milestones, or Visualforce.
 

Expanding to Marketing Cloud Account Engagement (formerly Pardot)

Throughout the project, we encountered and resolved a number of issues, such as troubleshooting the Salesforce Email Sync problem and addressing field creation/modification for Account, Opportunity, Lead/Contact, and synchronization with new fields in Pardot. Our focus then shifted to Pardot, where we conducted weekly calls to review various aspects. This included examining Pardot folders for Salesforce Engage, new Lightning Activity Timeline Filters, and Discover Org Default Status. We also assessed lead list view buttons and actions, Dialpad and Gmail interactions, and lead history reporting abilities. We worked on resolving issues related to the Pardot Dynamic List population, Opportunity Lost Validation, Partner Re-seller Reporting, and Campaign Influence. Furthermore, we discussed the integration of Web2Lead with DiscoverOrg and set up an unassigned leads queue and APAC event registration form in Pardot. We conducted five comprehensive training sessions covering all features (and tabs) within Pardot, including topics like email templates, landing pages, automation rules, segmentation lists, dynamic lists, segmentation rules, campaign management, Pardot system settings, and user settings. We identified and resolved issues within Pardot forms and implemented processes to remove Salesforce lead duplications and prevent future occurrences.

To enhance lead nurturing, we created a mortgage nurture program/Engagement Studio, engaging in discussions regarding email template building, content creation, and workflow strategy. We also had a meeting with new Salesforce admins from Ephesoft to ensure smooth Pardot and Sales Cloud interaction without any overlapping or issues. Automatic lead assignments based on territory/region were set up within Salesforce, and we verified the correct installation and functionality of Pardot connectors. We provided setup and troubleshooting support for Salesforce Engage users, updating fields as required. Additionally, we modified assignment processes based on the prospect's email domain (e.g., .gov or .mil). General best practice support was offered for Pardot, including assistance with Pardot upgrades and Salesforce Connector v2. We updated the Salesforce campaign object to include a new campaign type, default statuses, and campaign influence reporting.

Evolving the Platform with a Growing Team

As new team members joined the Ephesoft team from different territories, we updated lead assignments accordingly. Finally, we made process builder updates to accommodate changes in Ephesoft's company processes throughout the project. Overall, our Salesforce consulting project encompassed a wide range of tasks and improvements in both Sales Cloud and Pardot, addressing various issues, implementing automation, conducting training sessions, and ensuring optimal system functionality.

About Corrao Group
 

Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. We’ve worked with nearly 1,150+ customers, implementing, customizing, and optimizing over 2,150+ Salesforce projects. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!