Salesforce Einstein AI in Professional Services

Johnny Grow

AI Consultants for Service Companies

Ready to use AI to improve sales, service and support?

What We Can Achieve Together

Use Salesforce AI for Sales and Service Automation

AI can bring prescriptive insights and recommendations to revenue engineering, sales execution, services delivery, resource utilization, revenue leakage, price optimization and many more revenue and service programs.

AI with PSA Improves Services Delivery and Project Outcomes

Salesforce Einstein and Professional Services Automation (PSA) software combine to improve services delivery, project outcomes, customer engagement, financial margins and revenue growth.

Use AI to Convert Data into Your Most Valuable Asset

AI converts data from an unused byproduct to an information asset and routes that information to the right person at the right time. It also detects patterns so that information reporting shifts from historical to predictive.

AI in Professional Services

What makes AI in the services industry unique is its focus on improving client acquisitions, customer relationships and services delivery. For example, AI for professional services harvests sales data to facilitate insights selling and increase sales win rates.

It allocates customer data into account segments to improve marketing campaign conversions and deliver more personalized, relevant and contextual customer experiences.

And it leverages project and services data to improve project estimating and solutioning, guide consistent and repeatable project execution, increase resource utilization, and deliver real-time visibility to project performance and profitability.

A Better Way

When implementing AI for professional services it's important to recognize that technology takes a back seat to the services use cases and financial outcomes. The smart approach is to define the high value use cases that deliver quick-wins and enough payback to fund the AI journey.

A 3 Step Approach to Maximize AI for Services Companies

The Johnny Grow Artificial Intelligence Framework integrates prescriptive use cases, measurable business outcomes and AI technology. It's a three-step sequence to demonstrate how AI drives the most important performance results. Below is a summary.

1

Start with the Use Cases that Deliver the Biggest Financial Results

Succeeding with AI is less about the technology and more about the bottom-line results. That's why we start with prioritized business outcomes and then assemble the use cases, data, and technology to achieve them.

As an example, several outcomes and use cases are shown below.

AI for Company Growth
2

Prep Your Data

Data integrity is a prerequisite to AI success.

Customer data can be the company's most valuable asset. However, it decays at about 2 percent per month so without a data maintenance program that asset can quickly become a liability.

A data quality program ensures account, contact, resource and service data is accurate and complete, secured and available to those who need it, and in compliance with company policy.

And because data becomes compromised at different times, continuous data quality measurement is needed. To aid data quality programs we generally use a data quality dashboard.

CRM Data Quality Dashboard

The data dashboard surfaces data quality variances in near real-time so they can be remedied before they spread to multiple systems.

Recognize a 10% increase in data quality will outperform a 100% improvement to an AI algorithm

Service companies have lots of data.  But most do not effectively use it.

To do better, once you have accurate and complete data, you need to assemble a data transformation process to convert raw data into insights and actions that improve service programs. A sample data transformation solution architecture is shown below.

Data Transformation Pipeline

Data only becomes an asset when it is converted from a raw material to a finished product of information or insight. Only then will the data provide answers to powerful questions such as how to increase resource utilization, fix revenue leakage or improve services delivery.

3

Apply Artificial Intelligence Software

Now it's time to apply artificial intelligence software.

This step is greatly facilitated by leveraging CRM platforms that include integrated tools such as Salesforce Einstein. These cloud-based platforms remove technical barriers and put AI design into the hands of business analysts and project managers.

Salesforce Einstein

CRM with AI benefits include efficiency-based cost savings and improved staff productivity, but the more strategic benefits include using data to identify customer behaviors and align company actions to increase customer engagement, grow customer relationships and improve services delivery and project outcomes.

Implementing AI in Professional Services Companies is our Business

We are specialists in deploying AI for professional services.

We are experts in using this technology to increase lead acquisitions, grow the sales pipeline, deliver differentiated customer experiences, manage projects in real-time, improve services delivery, maximize resource utilization, grow customer lifetime value and other use cases that drive service company growth.

We have the high impact use cases, industry benchmarks, Salesforce accelerators and Einstein expertise to connect data, insights, actions and outcomes.

Salesforce Einstein Certified

Johnny Grow Signature Services

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AI for Services

AI to improve resource utilization, project margins and services delivery

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AI for Sales

AI for improved sales coaching, staff productivity, win plans and sales win rates

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AI for Marketing

AI to increase lead acquisitions, lead conversions and Marketing ROI

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How To Get Started

AI Proof of Concept
AI Proof of Concept

Proof of Concept

If you have an AI use case or business scenario in mind, we can bring it to life with a Proof of Concept (POC).

POCs are normally quick exercises that deliver working solutions that verify success measures and can be expanded upon. POCs shift AI from a concept to hands-on reality.

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Visit the Professional Services Best Practices and Insights Hub for more research findings, evidence-based best practices, professional services technologies and expert opinions.