Our client is an industry leader that brings the experience of rowing in the water to the home exercise market. As a retailer, customer service is crucial. Fast and informative responses, self-service options and brand consistency are just some of the member services that this brand’s customers expect.
With this major focus on customer service, we partnered to transform their customer experience on the Salesforce platform.
Challenges
As important as it is for rowers to stay in sync, the company was looking to align all customer data. Since their old platform had limitations that prevented certain 3rd party integrations, they were unable to get a single source of truth. They identified Salesforce to be the right platform but they lacked a dedicated Salesforce team. So, this team partnered with Accelerize 360 to help them navigate the transition.
Integrations with 3rd party systems
Migrating existing data from the legacy platform to Salesforce Service Cloud
Recreating all the service features that were not available out-of-the-box in Salesforce
The Accelerize Approach
The A360 philosophy is to become an extension of the client team. Our team works closely with both business and technical stakeholders to identify requirements through a discovery process. Solution architects provide customized recommendations and a team dedicated to the account executes the project to meet the client’s budget and timeline.
In this case, our team was able to scale up quickly to meet rigorous go-live timelines during implementation.
Big Wins
Seamless Integration
Successful integration of 3rd party platforms making Salesforce the source of truth
- Customers, Orders, Shipping, Returns, Financials
- Subscriptions
- Product Usage data
- MFA
- Payments
- Telephony integration
- App reviews
Salesforce migration
Successful migration from legacy CRM to Salesforce
- Migrate all historical data and records
- Migrate all inflight data and records post go-live
Efficient Process Flow
Decrease incoming cases due to added self-service offers
- Public Knowledge Base - recommended articles
- Mobile app integration - cases created from iOS and Android devices to SF
- Chatbot - cases to be created from chat to SF
- Webform Case Deflection - case recommendations presented to user when they type the subject of the case web form creation
- Email-to-case with email recommendations
- Social media cases - Facebook and Twitter
Upgraded Support Team
Decrease response times and time to resolution on the support team
- Customizable email templates - speed up response time and reduce repetition
- Ticket categorization and resolution - helps properly categorize customer issues and relate them to the proper resolution
Future Possibilities
- Partner Portal
- Member Services integrations from SF to external platform
- Enhanced customer support features
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