Customer Success Stories

Improved in-store customer experience with Salesforce Mobile App

  • Australia
  • Wireless Telecommunications Provider
  • Telecommunication
  • Salesforce Sales Cloud
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About Company

It is one of the largest wireless telecommunications provider in APAC & Australia. The client is known for investing in their people and communities for a sustainable future and creating a more connected future.

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Challenges

  • Poor productivity with the retail store employees having to toggle between multiple mobile apps for their daily activities and also absence of a unified login across apps.
  • Poor point of sales & support customer experience as employees toggled between these various apps to effectively serve the customer.
  • Longer onboarding time with employees having to get familiar with using all these apps.

Solutions

CRMIT built a new unified mobile app integrating all of the required functions into one. Most functions were custom built, while some existing apps were deep linked with single sign-on to avoid the hassle of maintaining multiple credentials. The app primarily integrated with Salesforce using Heroku Connect and APIs, where needed.

real-time-API-driven-integration

The app was rolled out to around 10,000+ retail store employee. Below are the key functions employees had access to through the app:

  • View product catalogue.
  • Access to a daily roster. The app integrated with the roster application directly using APIs in real-time.
  • View daily sales targets, update achievement in real time.
  • Record a customer request and track the status of an existing one.
  • Access to SF Knowledge/FAQs at a tap, including daily briefs and must read content.
  • View live streaming of events such as product launches, trainings, team meetings etc.
  • Ability to use a WhatsApp styled instant messaging platform to collaborate with employees in other retail stores, line managers as required.
  • Real time notification and feeds.
  • Ability to seamlessly launch other work tools on mobile.

Value Delivered

6 months into the deployment a measurable improvement was seen on the following:

Consumer satisfaction scores on their store experiences improved by 0.6 on the NPS scale.

There was average 3-4% improvement in employees meeting their daily targets across most stores.

On-boarding time for new staff reduced from 5 to 3.5 days.

The app also led to improved employee engagement and experience and this reflected in reduced attrition rates.

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