A year on and we do not know how we lived without the strategic oversight and sales management that Salesforce now gives to us. BrightGen is a true Partner in every sense of the word.
Ryan Taylor, Finance Director
Industville are the makers of handcrafted, high-quality, uniquely designed industrial style lights and furniture. They are committed to providing exceptional service and high-quality products to meet and exceed statutory regulations. They enlisted BrightGen to manage their Service Cloud implementation, having recently rolled out Sales Cloud to the organisation.
The challenge
- There were no fixed SLAs on support requests (apart from a general rule to respond within a couple of hours)
- There was no system to track the volume or detail of support requests, other than notes against orders in Shopify
- Support team was responsible for fulfilling all orders with shipping details manually in Shopify, on top of managing requests from customers
- Sales team didn’t have visibility on support activities as transactions were not recorded in Salesforce against customer records
Solution delivered
- Migrated multi-channel support, with email-to-case customer support and full B2C case tracking
- Enabled email-to-case automation for clients’ main incoming email addresses
- Email attachments (predominantly used for returns of broken items) recorded and held against each case
- Introduced fixed term SLAs for response and case closure
Results
- Service teams now track all customer complaints and interactions as Cases against single customer records
- Able to track and report upon volume and cadence of support requests
- Foundations now in place to introduction CTI and social customer service
- Reduced the Customer Service Team’s workload and stress with information more readily available
- Able to observe and report on service team KPIs in real time
- Full case escalation, notification functionality and history recorded in Salesforce
- Reduced time to case closure due to introduction of service SLAs