The Silverline BlogExpert Salesforce tips & tricks, articles and musings. Sprinkled with fun.

Client News Articles

ICAT Partners with Silverline and Goes Live with Salesforce

Client News

Our client, ICAT, went live on Salesforce this week and shared their thoughts on the project in the follow press release.  Broomfield, CO: This week, ICAT streamlined business processes and increased visibility into customer needs by deploying the Salesforce Customer Relationship Management (CRM) solution with the expertise of Silverline, a Salesforce Platinum Cloud Alliance Partner. The customized Salesforce interface will allow ICAT to consistently deliver high levels of service and more tailored solutions to customers. ICAT has continued…
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NOEW 2016: Another Exciting Year in the Big Easy

Client News

This past month, Silverline and Salesforce teamed up for the sixth consecutive year to send a joint team of consultants and technology experts to Louisiana for the annual New Orleans Entrepreneur Week to donate 400+ hours of their time and talents helping local start-ups and nonprofits design and build solutions to meet their high-growth challenges. This year, we were excited to witness firsthand as NOEW broke all its previous records: the event hosted more than…
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May the Force be with you: How to Successfully Rollout Salesforce

Client News

As any seasoned consultant may tell you, the technical portion of introducing a new application such as Salesforce is often not the highest barrier to entry in an organization. Far more challenging, oftentimes, is finding a meaningful place for that solution in the client’s culture and the day-to-day functions of individual users. In today’s market businesses need to see quick and predictable return on investment in order to gauge a project’s success, but how can…
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DealerTrack Success Story

Client News

Re-engineering business processes through automation.


Established in 2001, Dealertrack and its web-based software solutions and services enhance efficiency and profitability for all major segments of the automotive retail industry, including dealers, lenders, OEMs, third-party retailers, agents, and aftermarket providers.

Dealertrack operates the largest online credit application network in North America. In addition, Dealertrack’s award-winning solution set for dealers is the industry’s most comprehensive including a Dealer Management System (DMS); Inventory, Sales/F&I, and Digital Marketing; a web-based network for arranging vehicle transportation and shipping; electronic motor vehicle registration and titling applications; paper title storage; and digital document services.


Dealertrack originally implemented over 10 years ago, and has grown substantially over the years through multiple acquisitions. Integrating the employees, products, services, operations, systems, and processes of acquired companies resulted in disjointed data and complex processes. In addition, employees submitted requests to admins who made changes without a clear vision across the organization.

Dealertrack’s agents were using up-to four separate systems to perform a single phone call, and their knowledge base and wiki were not integrated into Salesforce. Customer Service reps also had limited ability to see customer specific alerts and it took excessive clicks in order to find information necessary to work a case.

Dealertrack needed a standardized process to easily acquire and integrate new companies, product lines, and sales people into while tightly integrating with their SAP, Production environment, and IVR systems.

Modernize Your Workforce with a Social Intranet

Client News

Imagine having one tool to:

  • Improve how you communicate within your organization
  • Foster new and improved ideas
  • Help you discover and use expertise within your company
  • Empower your organization to adapt to change in a way that promotes success

That one tool is now a reality thanks to The WaterCooler, a Social Intranet Application built on the Platform. Check out the video below to hear from Kim McClure, Business Systems Manager at iPipeline. Learn how they leveraged their investment in and implemented The WaterCooler to modernize their workforce.

Silverline and PURE Build a Premier Customer Experience

Client News

Learn how PURE is delighting customers, disrupting the market, and building loyalty with Salesforce.


Privilege Underwriters Reciprocal Exchange (PURE) is a policyholder-owned insurer dedicated to creating an exceptional experience for responsible high net worth individuals and families.  The PURE product suite includes best-in-class, customizable coverage throughout the U.S for high-value homes, automobiles, jewelry, art, personal umbrella liability, watercraft, and flood.


At PURE, a top business priority is to create what they call an ‘exceptional member experience’, one that produces member (policyholder) enthusiasm that will yield lasting growth through word of mouth. PURE began using Net Promoter Score® (NPS) to benchmark that enthusiasm and identify ways to create greater value for the membership.

Segmenting PURE’s NPS proved that they create an extraordinary level of enthusiasm and loyalty through the claim process, but that claimants yearn for even more ‘real-time’ information. They also observed that members who never experienced a claim while with PURE generally weren’t as enthusiastic as those who did, prompting them to invest in enhancing non-claim interactions and communication. Finally, a disproportionate share of PURE’s membership is among the 49% of U.S. adults that connect regularly to the internet via three or more devices, and that they needed to better serve them on whatever device they choose.

PURE wanted a secure private member portal to provide members with online access to vital services and information, all from one location. PURE teamed with Silverline to create a member portal to:

  • Support PURE’s commitment to deliver the single best service experience members will ever have;
  • Provide 24/7 access to important information and documents (i.e., policies, invoices, and insurance ID cards) in a secure, responsive, mobile-friendly online environment;
  • Make it easy for members to conveniently manage their coverage portfolio for all policies in a single place;
  • Address the top 20 member service issues and questions, thereby improving member experience while reducing service call volume;
  • Encourage even more members to ‘go paperless’;
  • Eliminate confusion associated with the billing process; and,
  • Enhance the claims process with a transformational level of transparency, real-time information, and human-centric options.

Silverline helps Michigan Health Information Network put the care back into healthcare with Salesforce

Client News

Improving healthcare and reducing costs is on everyone’s minds these days. But how? Learn how MiHIN made it easier for the state’s healthcare professionals to get the information they need when they need it to eliminate inefficiencies and improve care.


The Michigan Health Information Network Shared Services (MiHIN) is Michigan’s initiative to continuously improve healthcare quality, efficiency, and patient safety by promoting secure, electronic exchange of health information through the MiHIN Health Information Services Cloud™ (HISC). MiHIN represents a growing network of public and private organizations working to overcome data sharing barriers, reduce costs, and ultimately advance the health of Michigan’s population.


MiHIN builds connections between every healthcare provider in the state to help doctors better understand patient needs. They were looking for a modern solution to support this data, built quickly and efficiently, that was scalable and could evolve with a changing healthcare landscape. 

The agency uses Salesforce to make it easier for the state’s healthcare professionals to get the information they need when they need it to eliminate inefficiencies and improve care.

Silverline Featured in Salesforce Customer Success Story!

Client News

Silverline is excited to announce that we were featured in a Salesforce Customer Success Story that debuted June 14, 2013 during the Salesforce Customer Company Tour in New York City.

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