Customer Success Stories

Salesforce Service Cloud improves Case Management

  • Australia
  • Australian Consumer Goods Retailer
  • Retail – Ecommerce
  • Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Commerce Cloud
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About Company

The client is an Australian luxurious clothing and accessories merchandiser, successful and recognized for more than 80+ years. World-renowned consumer goods retailer of luxury clothes, bags, accessories, boots, and more fashion goods that are featured in their premium catalog.

The client required a unified customer experience portal after being recently acquired by a global fashion group with several top brands under their flagship. The change required the retailer to empower support teams; handle and resolve first interaction customer calls, emails, and other support requests.

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Challenges

With a global audience coming on the Salesforce Commerce Cloud deployment, clients required a more detailed, fast, and customized approach for customers. The client needed a quick custom solution that would help them identify the end customer and support their claims immediately. The challenge was the high-end security on the end customer data that was to be profiled. Another main software track that needed support was to ensure internal agents had seamless case management and ticket resolution. The client required continuous support for regions like Australia, New Zealand, and the UK, and consecutively end-customer delta to be available in real-time using a 360-degree customer-focused turnkey solution.

Solutions

We implemented a Salesforce Commerce Cloud for the client that was integrated with Service Cloud & Tealium. Where the 200+ business service agents could now utilize customer data, which was pulled through the master database. The database is set up and synchronized to push through the customer delta of 360-degree changes by auto-populating the simple details like shipping particulars, and more. Real-time data synchronization using a secure source of tracking ‘identification’ number was also configured to help business managers stay informed.

The solution was a phase-by-phase deployment, which was followed by regular testing, this was conducted on both Salesforce standard and custom object-based setup. Several permission sets & field levels security measures were adopted to keep end-customer data updated. Case management and a platform that enabled immediate assistance were tested for creation channels, case queue, and agent assignment.

Developers ensured brand coherence across the custom User Interface, modules, and CTA buttons. Multiple new features were deployed and tested for the client, be it email templates, enhancements for the Contact us page, Recaptcha configuration and regional centric content using dynamic URLs which delivered a form based on the selected country. More business-centered additions, like a form on the enhancements – Help Center page. APIs for order creation and APIs for gift card resend functionality and knowledge repository. Developed a successful solution that helped clients provide their internal technical users a platform to access the incident cases and orders created via the retail online site. Enhanced customer experience on the Salesforce Service Cloud using gift cards, immediate case resolution, and self-service case reporting structure and so more availed at just one click.

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Value Delivered

Customer support agents could use the interfaced Salesforce Service Cloud to attend to customer queries & cases instantly

For a seamless customer service experience, hassle-free customer queries raise a case for customer support requests

Clients benefitted with a 56% decrease in customer complaints and other support expenses

87% faster case resolution than before the Service Cloud was integrated with the commerce cloud

The UI was user-friendly eased the burdens of global sales, and helped personalize the product buying experience for the retailer

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