Bridging Operations and Sales with Shareable Salesforce Macros
Overview
The Challenge
Manual communication processes caused inconsistent customer messaging and inefficient collaboration between sales and support teams.
The Solution
A Chrome extension that automated email creation using live Salesforce context.
Impact
- Standardized request communications between teams
- Enabled teams to publish their own set of macros that could be subscribed to
- Avoided a costly merging of systems
- Quicker employee onboarding. Service actions were no longer associated with a specific person
Technical Approach
Architecture
A Chrome extension written in AngularJS, Node.js backend on Heroku, with a Postgres database. Front-end for viewing and subscribing to macros rendered server-side with EJS templating.
Tech Stack
Challenges & Solutions
Mail Merge Limitations
Some emails needed to include data from opportunities and cases, but mail merge will only traverse up the inheritance tree and not back down. In order to pull fields across objects, specific criteria could be defined to target them.
Familiarity With Sharing
The quickest way to get someone on the same page is to share a link to a resource. To facilitate this, a separate front-end was required. This interface listed the organization’s teams and their macros. Clicking Subscribe would immediately add all of the team’s macros to the user’s Chrome extension. Any changes to a macro were synced to the server and all subscribers.