Case Studies

Posted by Saurabh Singh

Salesforce Multi cloud implementation and integration for Service management

Case Studies
Overview
A leading clothing brand based in east coast region was replatforming there current technology stack with Salesforce products. Client was in needs to have all the data available on a single system for the support rep to manage customer interactions and provide support as needed. Client was also using Marketing cloud to manage the campaign execution though the system.

Industry: Retail Industry
Services: Clothing brand
Region: North America
Tools: Service Cloud, Marketing Cloud, Commerce Cloud, Zendesk, Salesforce OMS
Challenge
Client was currently using Zendesk to manage support, Mailchimp for marketing and an existing user of Salesforce commerce cloud. The implementation did not only involve Service cloud, Marketing cloud but integration of salesforce clouds to have all the data consolidated on a single platform. The data flow between system was very important to ensure that Service reps have access to data in order to manage interactions and marketers to plan and execute campaigns.
Solution
The implementation of solution was divided into various phases keeping multi-cloud implementation approach in mind. Service cloud implementation with Email, Phone (CTI Integration), Web Cases, Live Chat, Knowledge base, entitlement management & data migration from Zendesk to Service cloud. Once all the service implementation were completed a single BU setup for Marketing cloud with integration to Service cloud was done to ensure that all the important information from Service cloud flows to Marketing cloud to plan the campaign execution. An integration from Commerce cloud to Service cloud ensured that Order information is available for Service reps and integration to OMS to have reps update the data as needed.
Results
Integration within Salesforce cloud ensured that Reps have all the information on a single system, cases though multiple channels were routed using Omnichannel ensuring the case distribution is handled efficiently and automatically. Implementation of Entitlements and milestones ensured that SLA’s are met and customer were provided the level of support as promised, knowledge bases ensured Service rep have all the resources available to handle any type of customer query. Data integration from Service to Marketing ensured that Marketing team can plan the campaigns & Journey’s basis on latest interactions with customers.
Customer Journey
Posted by Saurabh Singh

Optimize Sales Cloud and ERP integration

Case Studies
Overview
One of the largest suppliers of Propane for households and businesses in North America region. The company has a range of services and support offered to customers. Client was an existing user of Salesforce Sales Cloud and needed enhancements and support to extend the functionality of the tool as well as improving the Sales processes.

Industry: Retail Industry
Services: Global houseware equipment
Region: North America
Tools: Sales Cloud, CMS, ERP
Challenge
Client required to implement and manage the CASL(Canadian Anti Spam Law) regulations on System to be compliant to regulation as well as manage their Marketing activities more efficiently. There was also a need to have a mobile application built to allow Sales Rep to use the capabilities of Sales Cloud platform and handle the sales process effectively.
Solution
After Analyzing the requirements for the implementation, we implemented a solution by integrating to the ERP system for fetching customer transaction data and update the consent status as well as the number of remaining days basis CASL guidelines to executing marketing campaigns. A mobile app based on Salesforce 1 allowed sales reps to handle field Sales efficiently by capturing leads, opportunities, creating quote, taking site images and capturing e-signatures.
Results
With the integration to ERP system, Sales rep had details about the customer transaction available on Sales cloud and consent status based on the type of consent i.e Implicit/Explicit allowed Marketers to define campaigns accordingly. Availability of the Mobile App to Sales rep visiting customers ensure that all the details regarding sales activities were captured at client location and a Quote with calculations based on usage, product and location can be provided to the client.
Salesforce Vision
Posted by Saurabh Singh

Multi Cloud Service Management Solution

Case Studies
Overview

As a global player in the global houseware industry, client was required to manage the sales and customer service effectively and promptly. Client lacked the ability to manage multiple channels for support as well as a customer 360 view.

Industry: Retail Industry
Services: Global houseware equipment
Region: North America
Tools: Service Cloud, LiveAgent, Commerce Cloud, SFCC to Service cloud integration

Challenge

It lacked a 360 view of its customers, use of legacy systems which was outdated and cumbersome to use made a lot of work difficult as even a small change required a lot of developing the activity. The system used was not intuitive making it difficult for the system users to be trained for a very long time and for them to know how the systems worked.

Solution

We at Revolve always keep the needs of our clients at top priority for making their experience with us a good one, for that we helped customer integrate there SFCC platform to Service cloud enabling the customer and order data available on Service cloud to manage the support cycle. We provided them with a proven solution, after giving a demo on how integration worked. Enabling multi channel support i.e Email, Web, Chat and Phone allowed them to work with systems more effectively and offering multiple channels to there customers to reach out for support.

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