Arena-BrightReps Salesforce Integration

Full transcript below:

Antony John:

We would like to welcome our Arena customers. My name is Antony John. I’m the Director of Product Management at Arena Solutions. Today, I’m very excited to introduce our new partnership with BrightReps. Mike Moone, Sandy McClure, and Matt Moone are here today to discuss the new Arena–BrightReps integration for Salesforce. Before we get started, let’s have some quick introductions. Matt, please tell us your role at BrightReps.

Matt Moone:

Hi, my name is Matt Moone. I’m the Head of Product at BrightReps and I manage our product roadmap, design, and marketing.

Antony John:

Thank you, Matt. Sandy?

Sandy McClure:

Hi, Antony. Thank you for inviting us today. I’m Head of Operations, as well as Customer Success for BrightReps.

Antony John:

Thank you, Sandy. Mike?

Mike Moone:

I’m Mike Moone, the co-founder and CEO at BrightReps. We’re very excited to be working with Arena. Prior to BrightReps, I worked with SunPower for the last nine years. At SunPower, we manufactured high-quality solar panels and other related technology. I was in charge of the team that was responsible for monitoring the performance of our equipment and ensuring that our customers were getting the energy they expected. One of the ways we maintained such high levels of quality at SunPower was using Arena. It was the main system of record, a really world-class tool for managing volume products, and so we’re very excited to show off the integration that we’ve built.

Antony John:

Thank you, Mike. With that, I’ll turn it over to Mike to take us through the Arena–BrightReps integration for Salesforce. Mike, take it away.

Mike Moone:

Great. Thanks Antony. First, a little context into why we built this integration and what we’re trying to accomplish. One of the things that we’ve seen today is that customer expectations are higher than ever. A lot of this is due to, in the consumer world, there’s a lot of on-demand options, everything from rides to food. It extends into what customers expect from companies they purchase products from. What that means is now companies need to be very responsive and they need to deliver high-quality products and very fast resolution of issues.

It’s important, not only because customers have high expectations, but with social media, there’s a broader voice. So If you have an issue and it and it goes unaddressed, that one customer can really leave a lot of negative feedback to a company. We want to help companies bridge that gap and meet these high levels of expectations that customers have today. Thankfully, one of the changes we’ve also seen is that in addition to customer expectations rising, there’s a lot more options now for companies to get tools that are really purpose-built for the different departments.

In the old world, you used to have companies with a single ERP or CRM, and every department would kind of have to find a module or an add-on for that to make it work for their needs. But oftentimes, we see that as trying to fit a square peg in a round hole, because these different departments, they have unique needs. Quality department is a perfect example of that. Arena is an example of a world-class tool for these departments and solution for these departments. It’s a better model for these companies to allow these departments to have the tools that were meant and built for their needs.

Now, the one challenge that this introduces is these tools don’t necessarily talk to each other, these different platforms of necessarily communicating. That’s where BrightReps comes in. We understand that support teams and other teams will have their platforms, but in order to facilitate that rapid communication within the company, across departments, we need integration, and we want to make that very easy. With Arena, what we built is an integration into the Salesforce case object, where an agent that’s working within Salesforce can instantly create records within the Arena system of record for the quality team and also get information back, so they can see where it is in the quality process, so they can provide accurate information back to the customers without having to leave their case object, without having to manage multiple browser tabs.

Let me go ahead and jump into a quick demo of how that works. For those of us that use Salesforce, and you may recognize this screen, this is a case object within the Salesforce environment. You can see on the left, these are case details, and you can see multiple fields here. There’s contact information for the customer. There’s also custom fields that companies have the ability to set up. You can see here, we’ve got fields around a part number, a lot number, seal number, et cetera. Now on the right, this is our app, which is called BrightReps Sidekick. The way that BrightReps has organized the app is we really try to build these integrations into the process flows that support what apps they’re following.

You can see right off the bat, we have a certain number of suggested flows that are specific to the case that this is being launched on. In addition, each one of these flows is organized under a category. On the demo today, I’m going to show an Arena process flow that will involve opening a new quality of process record. Let’s go ahead and see how that looks. I’ll select the Arena category, I’ll select a process to create a nonconforming materials report. Now, right off the bat, you can see that what we’re starting with is steps in a process. The reason for this is we want to give the support rep context around what criteria might require opening the quality process—to ensure they’ve gone through the troubleshooting steps.

All of this is completely customizable by the company, and this is just an indicative example of how it might look. Let’s say the agent within Salesforce has gone through these initial, basic troubleshooting steps. Now they can mark this as complete. Let’s say that this did not resolve the issue, and they select, no, here. What this does is it takes them down one of two decision branches. Now in the second decision branch, in this example scenario, let’s say the support rep needs to escalate this to tier 2 and see if tier 2 can resolve the issue. We acknowledge that sometimes these cases have long lives that need to get handed off from one person to the other. One piece of functionality is we allow the support rep to leave notes within the steps themselves, to provide context to whoever picks this up, if they’re picking it up within the middle of a process flow.

I’m going to leave a sample note and just say, “Tier 2 could not resolve,” and I’m going to save that. Now that note will be saved with this step in the process. I’m going to mark this as complete. Now that tier 2 could not resolve, we’re going to say, “Yes, we do need to open a nonconformance serials report.” When I select, yes, now we get to the Arena step. This is an integrated step with the Arena quality module. When I go here, what I can do is I can enter a name for the quality process. Let’s say this is a battery issue, I can enter a description for the quality process, and this is a smart watch not charging. Notice that these are the only two fields I’m entering. The reason for that is all the other fields that the quality process needs to be initiated are automatically mapped behind the scenes to these fields within Salesforce.

When I click “create quality process,” what this does is it gets the latest values out of Salesforce, and it maps them to the corresponding fields within Arena. It communicates through the API and it automatically opens that record. Once the record is open, what it returns now is the number of that new record, in this case, NCMR-135, and it also returns the current status of it. This is the current step that is that within Arena. In addition to that, at any point, an agent within Salesforce can get a snapshot view of all the fields. These are all the attributes available within Arena, so that if they need to provide an updated status to the customer, or want to get a peek at what’s going on with it, they can see that directly from their Salesforce case object.

Now let’s go take a peek at that quality process that we just created within the Arena itself. Remember the process number, and if we go look that up, we can see now, we get kicked right into a new quality process record. It has the field that came over automatically from Salesforce that didn’t require any copying, pasting, any switching over between browser tabs. What we’ve also done is you’ve automatically upended a link back to the record where this originated from. You can see right here at the bottom of the first step, we have a URL, and you click on it. This takes you right back into Salesforce, directly back to the case record that initiated this quality process within Arena.

You can see that our app remembers that there is already an in-progress flow for creating an NCMR. If I click on that, what that does is it takes me right back into where I left off, it gets the latest status of that quality process within Arena. Similarly, if any of the attribute’s values have changed, the support reps can get a snapshot at the new values, without leaving their Salesforce case.

Antony John:

Yeah, this looks awesome. To be honest, I can certainly look back at my career or very early on, and I was a support rep, and I can see how this would play in to say, “I don’t have to leave the application, I know,” and just quickly look at a case that came in and then just sit there in the application and create a quality request and send it over to the product team and the quality team. This looks really awesome. I can see all the data’s within the application. I don’t have to go into Arena or another application, which, excuse me, which I’m not familiar with. Right?

Mike Moone:

Absolutely.

Antony John:

Now, that brings, I’m pretty sure, and our customers are wondering this too, that brings to the question of, how easy is it to set up and what does it take, does it need coding? Can you take us through that?

Mike Moone:

I’m glad you asked. Thank you. Let me show you how easy this is to set up. We’ve really tried to build BrightReps in order to be accessible to support teams. Support teams, in our experience, don’t often have access to developers. Development, developers can become very expensive. Integration projects can become very expensive, especially when they’re custom integration, so we wanted this to be easy enough for a support team to configure entirely on their own with no code required. They can see the basic first step for editing and integration is just entering the workspace ID. This is easily available within Arena. That provides the initial information that we need to communicate to that quality record.

The second piece is actually in building the flow itself. You can see these are all the different categories that we have created for different flows within the app. If we go into the Arena category, we can see these two process flows, one for Zendesk and one for Salesforce. We click on the Salesforce version, and now what we see is the process flow laid out in a contextual view. What this means is that we can see a snapshot of all the different branches that that support rep could be going down. We think this is important, because what it does is it connects that static process-flow view, something that you might put together in Visio or a flow-charting tool with the actual app and with the tool that that support rep is using.

Really, you can view each one of these steps here as a little miniature app. By building a process flow, you’re piecing those together.

Antony John:

Like a decision tree, right?

Mike Moone:

Yeah, exactly.

Exactly. If you want to see how all these steps rendered to the support rep, that’s what we have here on the left. When basic troubleshooting did not resolve the issue, and we’ve escalated, and we’ve had to create the NCMR, this is actually the stuff where that NCMR is configured. What you can see is that you provide an interface and there’s tool tips for all the fields that can help the user configure this easily. We allow them to select from all their possible quality process templates, so this doesn’t just work for NCMRs. It also works for complaints and any custom templates that a user or company may have created within Arena.

In addition, we’ve attempted to make the process of mapping an Arena attribute to a Salesforce field as intuitive as possible. We see here on the left, these are all the attributes on that quality process template that are available. On the right, this is a drop-down of all the Salesforce fields that users see. This is specifically on the case object. What this allows you to do is take any field that’s available on the case, whether it’s a standard field or a custom field, and easily map it to the corresponding field within Arena. When you go and click that button, all this information gets seamlessly transferred automatically. No copy and paste and allows the support rep to work quickly and efficiently, which is really one of the goals of BrightReps.

Antony John:

Great. Yeah, no, I can definitely see value in this. What I’m gathering here is, and there’s no coding, you just come into the app and just quickly drag and drop and edit few steps and select few template and other properties from, that comes over from Arena, and off you go. Then you have that integration up and running. Right?

Mike Moone:

Exactly. If you need to modify this, it’s very easy. For example, if we wanted to put this, escalate to tier 2, underneath, this does require an NCMR decision branch, we can drag and drop that down. When you do that, it automatically updates the rendering of the process on the right. You can really see in real time how you’re modifying this. You notice that at this point, we have the option to publish those changes or discard those changes. When you publish those changes, what that’s going to do is update all the apps that your support team is using, so that they’re instantly going to be on the same page with the new process.

We think that communication, rapid communication within support teams, is when that process changes is also very important. If you want to add a new step, that’s as easy as clicking to add a step and selecting from a library of options. You can see here’s the library steps for creating the quality process. We do have other integrations available within the library, and we’ll be continuing to add more of these as we go. As I mentioned, we’ve intended to make this as really straightforward and user friendly as possible.

Antony John:

Awesome. Thank you, Mike, for sharing how easy it is to set up an integration with Salesforce, and it’s as straightforward as you saw there. I can definitely see our customers can draw tremendous value from having an integration where the data is flowing back and forth between these two applications, without having to go find a specific person who was involved or sending them an email and all that conversation gets lost. Right?

Mike Moone:

Yeah. Great. Just to recap, really what we’re targeting with the benefits of this integration is easy visibility across departments within the company, so your support team and your quality team have instant visibility into the same information, so there’s no lapses in communication between them. Streamlining the process itself, this is allowing support reps to quickly and efficiently resolve customer issues, while getting the information to where it needs to go and other departments’ systems of record.

Ultimately, we look at this resulting in reduced costs to companies. This is, obviously, time savings is part of this, but faster transfer of information, leading to reduce errors, higher product quality, increased revenue, and a really significant return on investment.

Antony John:

Awesome. Thank you, Mike, for sharing how easy it is to set up an integration with Arena and Salesforce. I can definitely see our customers drawing tremendous value from the integration and it’s having to, just, going to the setup screen and then just do a few clicks and select few templates and I’ll keep going, and you’re up and ready. That sounds great. Now, to cover some questions. We have a customer who has been using this for their CRM application. Kinsa reports that they have definitely been able to get 90%, an increase in their turnaround time. Would you take us through their journey, what they did and how they got to that 90%?

Mike Moone:

Sure. Kinsa is a fantastic company. They make a high-quality, very high-tech thermometer. I have three kids personally, so I understand the importance of keeping them healthy and monitoring their health. One of the challenges that their support team was running into is they had three different platforms that they needed to tie together, and they had processes that were pretty frequent, that required going and touching all three of those different platforms. Those were Shopify, ShipStation, and Arena.

What we’ve done is not only allow them to open Arena records straight from their CRM, but they can also order replacement units from their Shopify stores and generate return shipping labels, so that their customer can return that product back to them, so their quality team can investigate whether there’s an actual defect or not. It’s through that combination of integrations, not just one tool but now three tools, that we’re able to take a process that used to take anywhere from 10 to 20 minutes and bring that down into less than one. That’s really where you see the time-savings benefit.

Antony John:

Wonderful. Thank you, Mike. I was actually going to ask you another question around other integrations, and you mentioned that you have integrations to Shopify and another application already, and that list is growing. Now, could you tell us more about that?

Mike Moone:

Yeah, that’s correct. What we built is a platform that’s highly extensible, and we’ll be continuing to add to our integration library over time and largely, actually, based on customer feedback. You have to be engaged with customers for integrations to one of the platforms or solutions that they use. We’ll be constantly listening to what are the other platforms they need to interact with as part of their support process. The way we’ve actually built our pricing structure is that we have a simple price, this flat price of $20 per user per month, and that includes access to all of the integrations in our library. As we continue to add more of these over time, we’re looking to include that as part of the same simple flat monthly price.

Antony John:

Great, great.

Sandy McClure:

Yeah, I would also add that even if you don’t need an integration, you can still build out workflows on our tool. Even if you have a department that just needs some simple steps in decision trees, without an integration to another tool, that is also part of the package.

Antony John:

Oh yeah, that’s tremendous value, a great value for customer support reps to go through, did you do this, did you check this, to then before reporting the problem.

Sandy McClure:

Exactly.

Antony John:

Yeah, that sounds great, Mike. Here’s a question for Matt. Now, how would a customer get started? How would they engage BrightReps to get an integration?

Matt Moone:

That’s a great question. Getting set up for Sidekick on the Salesforce is super simple. All you have to do is go into the Salesforce app exchange, download the BrightReps Sidekick component. Then once you have that downloaded, edit the page for your case record and simply drag the app to the right-hand side, which will then allow it to appear as a sidebar. Then once it’s downloaded as a sidebar, you simply go in and sign up within the app. We’ll prompt you to authenticate using Salesforce, and then we’ll prompt you through company name. At that point, you’re set up to use it. You simply go into our admin portal and as Mike showed, you would simply go in, you would create your steps and your processes. You could just determine what fields you wanted to map over to the Arena, provide the Arena environment ID and the credentials, and you’re all set up to go. Really just a matter of a 10-minute setup.

Mike Moone:

I’ll also add that we’re really here to help with any set of questions as well. We have a chat option on our website, our email address is here, [email protected] We’re very happy to walk people through the process, answering any questions they have, and again, continue to collect feedback, because we really are looking to learn about how companies are managing their support processes, where their pain points are, and how BrightReps can come in and help solve that.

Antony John:

All right. I think that’s all the time we have for questions today. I’m really excited about this partnership and this new integrated solution we have for our customers with Salesforce, integrated to Arena, and the value it can bring to our customers without having to go back and forth between these two applications.

Now, I also want to thank our customers for listening in on this webinar. We look forward to discussing this new integrated solution with you. If you would like to learn more, please contact [email protected], or [email protected] You can also contact your Arena sales representative and we can connect you to the appropriate person at Bright Reps. Thank you.