Accelerated Growth

Client/Project Background

Fleet Account Management, a pioneering Salesforce Sales Cloud-based product, was developed to provide retailers with advanced tools and technologies for delivering unparalleled customer experiences. This innovative product has been successfully rolled out in 17 EU markets, marking a significant achievement in the realm of retail and customer relationship management.

Contribution

Our role in this project involved addressing several key challenges to ensure the product’s success. We navigated complex data integration issues to o5er retailers a comprehensive view of their customers across all touchpoints, enhancing cross- functional insights and reporting. The necessity for market-specific customizations required a delicate balance between innovation and alignment with the overarching product strategy, ensuring the product met the diverse needs of the EU markets while maintaining a cohesive vision. Data integrity was paramount; we implemented stringent quality assurance processes to maintain data accuracy across systems and protect historical data integrity. Additionally, we supported the ambitious goal of transitioning markets to direct-to-consumer transactions, a move that necessitated careful product alignment and integration e5orts.

Outcome/Solution

The Fleet Account Management product revolutionized how retailers manage their customer relationships, providing a unified customer view that supports all stages of the sales pipeline, from prospecting to sales trend analysis. Market-specific product enhancements were developed based on a dynamic roadmap that incorporated innovations tailored to fleet managers’ needs in each EU market. This strategy not only bolstered our client’s competitive stance but also deepened engagement with retailers and fleet managers. Through integration with third-party vendors like Nintex and Demandbase, the product’s capabilities and overall value proposition were significantly enhanced, empowering retailers to o5er personalized and responsive service throughout the customer journey. The project’s success in adapting to the unique demands of each EU market has set a new standard for customer relationship management in the retail sector.

Client / Project Background

A leading global brand in outdoor and transportation solutions sought to revolutionise its customer support operations to deliver seamless experiences across its diverse product lines and international markets. Facing challenges with disparate systems and fragmented data, the company aimed to centralise its customer support efforts and establish a single source of truth database. Leveraging Salesforce Service Cloud, the company embarked on a transformative journey to enhance customer satisfaction and streamline support processes on a global scale.

Contribution

A fundamental aspect of our work was the establishment of a unified database within Salesforce, consolidating customer data from disparate systems and channels. This pivotal initiative provided us with a holistic view of each customer’s interactions and history, enabling us to deliver personalised and contextually relevant support. We automated key support processes and workflows to streamline operations and ensure consistent service delivery. Automated case routing, escalation, and notifications were seamlessly integrated into our support framework, optimising agent efficiency and response times. We implemented a robust case management system within Salesforce to efficiently capture, track, and resolve customer inquiries and issues. This enabled us to prioritize and assign cases to appropriate agents, ensuring swift and effective resolutions.

Outcome/Solution

By centralising support operations and automating key processes, we achieved significant improvements in efficiency, reducing response times and resolution times across support channels. With centralised case management the company achieved greater efficiency in handling customer inquiries.