Mention Me: Streamlining Multi-Stakeholder Communication with Jiminny and Slack
Customer Profile
MentionMe works with mid-market and enterprise customers, often dealing with multi-office setups and numerous stakeholders on both sides. Their internal team can include multiple Sales Reps, Customer Success Managers (CSMs), technical experts, and executives.
Challenge
MentionMe needed a streamlined solution to keep their entire internal team updated on customer interactions, ensuring seamless communication among all involved parties.
Solution
Nikhil Kumar, Head of Revenue Operations at Mention Me, has utilized the Jiminny Salesforce app to automatically post call notifications to dedicated Slack channels. This setup includes summaries, action items, attendees, and links to call recordings. By storing Slack channel IDs on the account records in Salesforce, Mention Me ensured notifications were sent to the correct channels.
Implementation Steps:
Create a New Flow in Salesforce:
Navigate to Salesforce Flows and create a new flow.
Configure the Flow:
Trigger the flow when a new Jiminny Conversation is created.
Retrieve the associated account
Get all account team members and verify if the account is active.
Collect attendees and loop through them to get user details.
Summarise Call Details:
Compile the list of attendees, summary, action items, call date, and links to the call and recording as well as any key information needed.
Notify the Account Team:
Retrieve account team members.
Send an email notification to the account team with summarised call details.
Post to Slack Channel:
Use the Slack channel ID stored on the account record.
Implement a sub-flow to post the message to the designated Slack channel.
Benefits:
Enhanced Communication: Ensures all team members are promptly informed about customer interactions.
Streamlined Workflow: Reduces manual effort and minimises miscommunication.
Improved Collaboration: Centralises information, fostering better teamwork.
Why It Works: By integrating Jiminny with Slack and Salesforce, MentionMe created an efficient communication loop, keeping their entire team in the loop with minimal effort. This approach is ideal for organisations managing complex customer interactions and multiple stakeholders.