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Murthy Vaidheeswaran

Requirement Gathering Process in Salesforce Implementation

Tips for Requirement Gathering Process in Salesforce Implementation

Salesforce CRM is one of the most powerful tools used by top most enterprises. It allows them to store, retrieve, sort, gathers, and prioritize leads and customer data. However, Salesforce contributes to Marketing, Sales, Service, IT and Commerce teams work as one from anywhere.

Understanding Salesforce CRM is simple, but enterprises have to implement it in the right way. Improper Salesforce implementation leads to unwanted leakages of leads and issues in the storage of data.

Salesforce Implementation

Requirement Gathering Process

Requirement gathering is a factor that determines what Salesforce need to achieve and what needs to be executed to make that happen. Before begin implementing or improving Salesforce, it’s difficult to define requirements. One of the resourceful investments enterprises can make in Salesforce is to have a plan and gather requirements. No one can start with Salesforce CRM without gathering requirements. They can identify resources, do things in the right order, and communicate with the team with the help of plans.

The Salesforce requirement gathering phase depends upon three factors such as project type, project size, and industry. Let’s know the different Salesforce requirements.

  • Business Requirements
  • User Requirements
  • Functional Requirements
  • Non-functional Requirements

Business Requirements

Gathering requirements for Salesforce implementation will help new Salesforce consultants to be masters in complete Salesforce implementation.

When focusing on business requirements, enterprises need to understand what the business is trying to accomplish with the Salesforce projects. Some project managers will often go straight into making a solution. However, learning is only a smart approach to start the Salesforce implementation.

  • Get a clear business vision
  • Understand key business issues faced modern days
  • Know the purpose of the business area
  • Collect updates regarding the current process entails
  • Understand the expectation of the project team to implement Salesforce services
  • Find the goals of Salesforce solution
  • Gather objectives needed to reach the goals
  • Understand the benefits of currently doing Salesforce project
  • Utilize critical success factors
  • Know clearly who will gain benefits from a product or system
  • Must know who are experts in the Salesforce process
  • List out or plan what internal and external factors are affected by the particular Salesforce project


Salesforce is such a flexible CRM solution, but the development side of Salesforce is not going to be easy anymore. While gathering business requirements, every developer must be ready with mentioned key points.

Are you struggling to implement Salesforce CRM? Our QR Solutions can help you implement Salesforce products in a perfect way. We have more Salesforce experts and click here to know more.

Computer Telephony Integration (CTI) with Salesforce

Computer Telephony Integration (CTI) with Salesforce

Salesforce is a top rank CRM, and a service cloud (Help Desk). Open CTI is a term that refers to modern technology that enables CRM to interact with PABX (Telephone Systems or VOIP). A CTI (Computer Telephony Integration) is mostly used in large enterprises, call centers or contact centers with the aim of improving productivity,.

The Salesforce CTI integration offers a powerful link between modern telephony systems and computer devices. The CTI tool enables sales, service and support teams to receive and make calls using a laptop, mobile, or desktop.

Computer Telephony Integration (CTI)

In the past days, CRM users needed a CTI adapter to access telephony system functions and features.  A new CTI integration tool is a JavaScript API that allows users to integrate all other CTI systems.

Integration of Salesforce and CTI

Enterprises will gain some advantages when they integrate Salesforce and CTI.

  • Screen-Pop

The connection of CTI and Salesforce will pop up all the data about the customers on the agent’s screen right before the customer service agent has answered the call. This one could be a delightful feel for customers.

  • Click-To-Dial

CTI integration tool converts the mobile or phone number fields into a clickable source. It reduces manual works and the possibility of dialing wrong customers.

  • Intelligent Routing

CTI creates a customizable protocol that assigns who is responsible for incoming calls and outgoing calls.

  • Accurate Reporting

It generates up-to-date and accurate reports for outbound and inbound calls with all the entered data.

  • Multi-Tenant System

This cloud-based system ensures all the agents are using the same system and there is no inconsistency of data or usage.

Benefits of CTI and Salesforce Integration

The CTI integration helps enterprises in more ways, such as

  • Helps in improved customer satisfaction by customer support reps and sales team
  • Convert quality leads into sales by personalized connection with prospects
  • Automated dialing and click-to-dial helps the sales team to connect to the prospects over a telephone call
  • Reach out to the live agent through Voice Response System (IVR)
  • Work on calls based on data stored in the Device or CRM
  • Provide skill-based routing

Did you know QRS has integrated VOIP Systems to route call messages and call recordings into Salesforce – to enable capturing conversations with customers 24X7?

Social Customer Service

Best Features of Social Customer Service – Salesforce Help

Social customer service is a unique feature of the Salesforce service cloud. This connected service module creates and handles cases on social media platforms. Allow agents to respond to queries and commentaries via social networks such as Facebook, Twitter, Instagram and others.

Salesforce service cloud provides support and functionality to customer service executives manage social presence. This module helps service agents to monitor all social media activities of a brand. Salesforce social customer service feature appears in the service console so that customer service executives have a 360-degree view of their customers and brands profiles.

Customer Service

Quick and innovative response helps a business to retain customer loyalty and customer satisfaction. The social service module facilitates the above-mentioned features.

Connected Features of Social Customer Service

The following are some of the smart features of the social customer service module.
  1. Support customers everywhere
  2. Offer smarter social service
  3. Respond in context by powering social service within CRM

Support customers everywhere

Listen and respond to customers across social media platforms. By collaborating service cloud with Salesforce social studio, customer service executive requests are escalated to the social service team directly.

Offer smarter social service

Route the cases to the selective agent at the right time. Using keywords and language detection ensure that customer service executives receive actionable content to work on queries or problems in the right way. And in this socially connected world, customer service agents switch the conversation to a convenient channel for the customer, whether it’s a phone, chat, email, community, or social network.

Respond in context by powering social service within CRM

Social customer service is a seamless, integrated part of the Salesforce customer success platform. A team of social customer service executives gains a comprehensive view of the customer before responding. It empowers customer service agents with social media platforms, in real-time, on the platforms where customers are talking.

Speak to us to learn how our customers are managing the social presence of their products and services. Ensure your brand is represented appropriately in social platforms by enabling connected social service within your CRM Platform.

Salesforce Community Answers and Ideas

Salesforce Community Modules – Answers and Ideas

Customers use the website of enterprises to learn more about the products and services provided by enterprises. To assist customers, enterprises use a customer portal or a community to educate customers about their products and services.

Salesforce is an enterprise-grade connected CRM platform for business management. Salesforce handles most business activities seamlessly with intelligent automation. Salesforce service cloud and community cloud now renamed experience cloud are positioned to increase the brand value by facilitating better customer experience.

Salesforce Community Answers

Answers and ideas both are termed as features of the community cloud platform. Customer support is the most preferred channel to improve customer loyalty contributing to customer retention.

Salesforce service cloud helps organizations provide flexible and convenient customer support to all the customers. Answers and Ideas are modules within the Service cloud offering.

Answers community

The answers module enables customers to ask questions and have community agents post helpful answers. Resolve queries quickly thereby creating more new opportunities consistently.  Answers features are visible to all the subscribed members of the community.

This feature allows members to like, vote, and post comments without any restrictions.

Ideas community

Ideas module provides partners, employees, customers and experts options to visit the portal and submit requests or ideas around services or products.

Provide privilege to access FAQ. This is a useful platform feature, helping community members know more about the services and products.

Ideas help organizations improve their products and services and give winning ideas for future improvements.

Both answers and ideas features provide access to interact with multiple group members and customer service executives. Salesforce knowledge base articles can be included in this community platform. In a digital age, customers want immediate responses to their queries.

A successful business needs the support of customers, but the business has to provide efficient customer service in digitally connected ways. Use our Salesforce products and make your customers happy with instant customer services.

Live Agent Chat

Benefits of Activating Live Agent Chat – Salesforce Service Cloud

Salesforce is one of the best CRM solutions in the world. The service cloud is a product of Salesforce, which takes care of customer service with automate service processes and streamline workflows. Live agent chat is one of the modules of service cloud and helps customers from the website to get real-time support consistently.

Live agent transforms each communication that comes into a company as an active ticket. it acts as a medium between support agents and customers. They include all live chats, emails, Facebook messages, tweets, phone calls, and internal data related to the users or customers.


According to a reliable source, live chat leads to a 40% of increase in conversion rate and a 48% increase in revenue per live chat.

The Benefits of Activating Live Agent chat

In these digital ages, technology brings up alternatives for logical and repetitive human jobs, but not for customer service, which involves emotional intelligence.

Most customers don’t want to wait in a long queue for a response from a company. Service cloud introduces a Live Agent Chat module that fills this void in answering the most common questions that customers usually ask. This gives a lot of mileage to organizations in addressing the most common questions and making the most use of technology.

Growth of Sales

Live agent chat module helps in speeding up customer service of an enterprise. It could positively impact the sales process. Use the live agent module to assist and guide customers exactly when they need support.

Solve Customer Issues

Instant responses and answers both are real-time expectations of a customer. The live chat agent module helps customers to get required data in the fastest way. Service cloud built to serve customers in all possible ways.

Build Loyalty

Live agent chat module is a non-intrusive and personal form of communication. Enterprises can connect better with customers and earn their trust. Good customer support brings revenue and business growth. Live agent chat can attend many customers at the same time. With the service cloud live agent module, enterprises can have support staff standing by to chat 24/7

Did you know those live agents can enhance customer experience? Live agents also help in continuous improvement and upgrade of the FAQ.

The Understanding of Sales Toolbox

The is a Comprehensive lead management solution, which helps automotive dealerships run effectively. This lead management tool helps in reducing data capture time, tracking road-to-sale, providing intelligent analytical insight, enabling seamless customer communication, enhanced productivity tools and more.

The comes ready with out of the box integration to popular applications that are used for marketing and sales. It’s completely responsive and hybrid, available on Tablet, and Desktop. Sales Toolbox

Terminologies of Sales Toolbox

Sales toolbox will review or assess currently connected tools and then help enterprises develop the new strategies. It’s collaborating sales team or sharpens sales and marketing strategy, tool tackles any sales challenges.

The sales toolbox performs activities to drive the sales process and complete various stages of the sales process.

The following actions are associated with the platform.

  • Task
  • Call logs
  • Events
  • Emails
  • Messages
  • Notes


The sales process is a long one, where tasks have to open for various activities. The authorities can assign any tasks to any salesperson. The sales team can get a unified view of tasks with any device. After the creation of the task, it will be reflected in the user calendar automatically. The sales teams can get access to any information at any time they want.

Task image

Call logs

The call log is one of the terminologies of the platform. It helps the salesperson to log customer calls- both incoming and outgoing. The call log information will get displayed in the activities list that associated with the opportunity. Help sales teams record call logs for reference.

contact log

Did you know that comes with an open stack integration platform that is fully supported by QRS? integrates with any system that can share data through API, flat files, emails..etc. Contact us if you are looking for a connected system for your dealership.


In the sales process, all the events are created for various activities. However,  the created or edited events will get displayed in the Calendar section for further actions and future references. Events may be anything like meetings, client appointments, and more. Events can be assigned to any specific salesperson or manager. The is a connected collaborative platform where the sales team can easily access information.



Email allows the salesperson to seamlessly communicate with the opportunities and records the communication effectively. The salespeople have to communicate with customers directly or other platforms like email, chat and others. Email set-up is connected with the platform.


The comes with a high-quality message tab that is used to send SMS or MMS messages to the customers anytime from the application. Message conversation will be displayed in this collaborative platform.



The connected platform comes with an option of Notes, which is used to record salesperson notes. Each note will be displayed in the opportunity activity section. It’s for a reference of the sales team.


In these digital ages, automotive dealership enterprises need a tool like solution. All the terminologies of the sales toolbox are assessed deeply so the sales process will be easier and conveniently. allows dealerships to enjoy a fully supported connected Sales & Marketing platform that integrates with all the popular Dealer Management systems. Contact us today and arrange for a demo.


Key Features of Automated Lead Management Tool – appRetail

Lead management is a process that involves Capturing, Validating and Identifying, Analyzing and converting the leads into sales-ready prospects. Then prospects will share with the Sales teams. In these digital ages, businesses small or big find it challenging to handle leads manually. has been designed to ensure small businesses can operate like enterprises, by automating the lead management processes. is a newly designed lead management tool that helps both sales and marketing teams of an enterprise. includes innovative features in which enterprises achieve better throughput in successful sales closures without any interruptions.

This platform is secure, scalable, robust and customizable.

sales growth flat vector Features

An automated lead management tool delivers a seamless experience through incredible features. is a fully customizable, efficient and easy to use platform, gives an enhanced productivity boost to business development.


The comes with automated lead delivery, a fully configurable lead pipeline, customizable workflows, open API integration and more. It delivers instant lead notifications to key personnel.

The innovative sales toolbox combines the power of productivity tools with seamless integration, providing enhanced efficiency in managing sales operations. Managing Calendars, Communications and activities are simplified, to provide 360-degree visibility into the sales activities. platform enables organizations to have complete visibility into the entire sales process, making it an innovative platform that is out to disrupt the digital lead management ecosystem.

Customer Journey

The customer journey is a set of real experiences that customers go through when interacting with a particular organization or enterprise. In a digital culture, a good customer journey will help close more deals and ensure repeat business. Orchestrated customer journey improves employee loyalty and results in a happier sales team. This has a direct effect on the growth of an organization. helps enterprises configure, manage and implement time tested customer journey’s.  This innovative feature tracks each touchpoint of customers and identifies the valid interactions of customers that they have with the organization. Helping them understand the way customers understand their brand. innovative, fully customizable and easy to use the road to sale process  ensures continuous improvement and proactive change management

Mobility is built on a flexible framework and is compatible with multiple platforms Desktop, Tablet and Mobile devices. The well researched intuitive user interface ensures reduced data capture time and ease of use.

It lowers the cost of training and helps staff stay on top of their daily activities. Spend more time on closing deals rather than updating records.

Scheduling helps to create a scheduling meet link that enterprises can share with reliable prospects, giving them access to book time on the sales team’s calendar.


Manage all lead records in a single database. Track customer response and sales team activities with a responsive lead management tool. This tool allows enterprises to monitor sales emails, calls and other assigned tasks. Tracking could be a key feature of it.


Communication is the key factor to any business. helps both customers and the sales team with enables communication channels by sending email messages as well as voice messages. This tool is fully integrated with cloud technology so that the sales team can stay in touch with customers all the time.

Why is a Comprehensive, customizable platform that comes at an incredible ROI to the organization. Innovation at its best with the award-winning feature set. This is a fully managed SaaS platform that comes with mandatory white-glove service.

Being fully on the cloud, and accessible anytime anywhere – implementation and roll-out of this platform for managing your sales process is a breeze.

It’s a continuously growing platform, with an open integration stack to work with all of your in house applications, making it undeniably the best in its breed.

Are you want to enhance your business? We offer Lead management tool that takes care of your business. Just click here to know more.

Outlook Integration

Microsoft Outlook Integration with Salesforce

Companies around the world communicate with their customers via email. Email provides an economical way to communicate with existing and potential customers. Even companies use Salesforce, which is rated as the world’s number one CRM. Next, why not take a look at how to connect both of them?

But for any sales team, time is the most important. Reducing wasted time equates to exponential growth in your organization’s revenue.

So let us first understand why it is important to consider Outlook Integration with Salesforce, especially in today’s data-driven and connected digital business context


Microsoft Outlook Overview

Microsoft Outlook, or Outlook for short, is Microsoft’s personal information manager, which allows users to send and receive e-mails on their computers. It provides many functions for managing various types of personal data, such as calendar appointments and entries, tasks, contacts, notes, and similar events.

SF Outlook

Help to expel efforts on redundant records or data entry into two applications

How Beneficial is Salesforce Outlook Integration?

Here is what proves to be flexible for the sales reps:

SF Outlook Integration

1. View and match Salesforce Content in Outlook

  • Increase the adoption rate of the Salesforce sales team. Update what happens to Salesforce employees in your organization by adding emails related to the sales cycle.
  • Help to expel the task of feeding redundant data in two applications
  • Help to create elegant and meaningful email templates for all prospects and customers

2. Access Salesforce Features in Outlook

  • Search for more Salesforce records with custom objects.
  • Create Salesforce data or records based on some standard objects such as contacts, lead opportunities, cases as well as some custom objects.
  • Connect non-repetitive email messages and calendar events to multiple Salesforce contacts, and Salesforce records that accept email messages or tasks.
  • Helps to access necessary Outlook emails and manage all related Salesforce data and records in one place.
  • Helps the sales team track email conversations related to Salesforce records

3. Sync Contacts and Events

SF Integration

Enable users to sync events in a continues way . Sales reps can get updated contacts and scheduling data and when required.

4. Add Automatically to Activity Timeline

5. Right Response at Right time
  • Use smart data from Einstein Insights to enable sales reps to submit the right answer at the right time.
  • This will help sales reps save time entering data and switching between the two applications.

The integration of Salesforce and Outlook is purely for rationality and convenience. Increase your productivity, manage sales more profitably, and work smarter and faster.

Do you want to increase sales, productivity, and profits? We have outstanding Salesforce products to take care of organizational process. Click here to know more.

Salesforce Opportunity Stages

Plan for Sales Process & Opportunity Stages in Salesforce


Opportunity values are used to contribute to a sale or pending deal in Salesforce. Your sales pipeline, which delivers your sales forecast, can be built in a variety of ways. It’s also critical to keep your Salesforce opportunities up to date in order to ensure that your sales estimate is correct.


Create a sales process

A sales process maps out the stages that an opportunity goes through as it progresses through its sales cycle, altering what’s visible on a sales path. Within a certain sales process, you may quickly add and remove phases. Your VP of Sales has charged you with assisting her sales team in tracking B2B possibilities more effectively. They can begin by designing a unique sales procedure for them.

Make a plan for your sales process

This entails proactively defining the stages of your sales process and deciding which ones to include in your Salesforce Opportunity Stages. This step requires you to determine which of the conventional opportunity stages are appropriate for your sales process and which should be adjusted to fit your sales process. The major purpose is to make sure that the pi is correct.

Avoid stage names that are unclear. Your salespeople should be able to tell the difference between opportunity phases and when to use each one. Your sales managers, for example, may be perplexed by some abstract categories that could refer to either a completed milestone or ongoing effort. If you have a stage labelled “Product Trial,” it’s a good idea to use it.

Your consumer has just consented to take part in a trial, and now you must check that the product is installed properly.

Your consumer has already begun the trial period and is actively investigating the benefits of your product.

To reduce the risk of making a mistake, double-check that you’ve set up distinct opportunity stages.

Create criteria for each stage's entry and exit

An opportunity stage is not a one-time achievement; it entails the completion of several critical tasks before progressing to the next. As a result, each stage should be a substantial portion of the sales cycle, complete with a variety of activities that aid in moving the opportunity forward. To assist your salespeople in getting to the next opportunity as quickly as possible.

  • The first meeting should be held.
  • Make a list of the prerequisites.
  • The salesperson should then eliminate a few activities during the “Needs Analysis” stage to move on to the next stage:
  • With the lead, go over the requirements.
  • Determine who makes the decisions.
  • Determine how you will meet the requirements.
  • Estimate the deal value and enter it into Salesforce.
  • Calculate the closing date and record it in the system.

Think about the proportion

As a deal moves through the opportunity phases, the chances of the company closing the agreement increase. As a result, organizations should allocate a stage percentage based on the likelihood of a deal closing in a specific phase. Out-of-the-box Predefined percentages correspond to regular opportunity stages in Salesforce CRM. However, this information does not reflect the severity of the problem.


The Opportunity Pipeline report feature in Salesforce CRM allows you to create reports that show the whole open pipeline categorised by stage and probability. These reports, in my experience, are extremely important for any firm because they enable the planning of future cash flows and income. As a result, if a company tailors opportunity phases to its specific sales process, it can improve pipeline visibility and profitability

Opportunity Stages can be as simple as this
Or something more detailed like the below
A typical salesforce opportunity dashboard will have the following KPI’s

Do you want to improve sales process? We have multiple tools to improve sales, customer journey and more. Just Click Here to talk with our experts.

staff augmentation

How effective is Staff Augmentation Model?

Staff augmentation is a beneficial outsourcing tactic that allows enterprises to fill temporary positions to meet business objectives. This model complements existing teams with high-level talent, collaborative business capabilities of filling gaps left by permanent employees on extended leave or exit the job. It’s a controlled strategy that helps companies meet their requirements without delays.

Hiring permanent people for short-term jobs is a resource-intensive task that ends up costing the enterprises very highly. The managed services and outsourcing processes both are risk factors. Staff augmentation is the right pick that combines the robustness of full-time work culture with the flexibleness of outsourcing projects.

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