Well-known auction portal, which evolved in the direction of an e-commerce platform. When our client decided to expand its market to Germany, it faced the challenges in coordinating the local customer support departments.

Craftware tackled those problems by implementing Salesforce Service Cloud.

E-commerce company

Well-known auction portal, which evolved in the direction of an e-commerce platform. When our client decided to expand its market to Germany, it faced the challenges in coordinating the local customer support departments.

Craftware tackled those problems by implementing Salesforce Service Cloud with additional functionalities to meet client’s needs.

Challenge

  • No new customer care service in client’s new departments in Germany that would be centralized
  • No pre-existing multiple channel communication system in German departments
  • No established display of up-to-date orders and products data, so agents could relate to customer’s concerns
  • Lack of prefined system of cases distribution between agents based on their specialization
  • Lack of agents’ performance measurement for German departments
  • No implemented measurement of customers satisfaction
  • Lack of the universally defined customer service regulations for both new and existing customer service systems

Solution

  • Implementation of multiple channels of communication: email-to-case, web-to-case, phone
  • Integration of Salesforce with other systems so that products, orders and customers data would be available in Salesforce
  • Creation of custom pages to display products data
  • Usage of built-in queueing mechanism to distribute cases between agents
  • Usage of built-in entitlement processes to manage agents work
  • Creation of the custom mechanisms for measurement of agents performance
  • Integration with third-party application for sending customer surveys
  • Integration with system for measuring customer’s satisfaction
  • Usage of the sharing rules and organization-wide sharing defaults to separate data between the two customer service systems

Benefits

  • Well-organized and centralized customer service system which enables our client to communicate with their customers through multiple different channels
  • Seperate system giving full usage of Salesforce built-in features within a different database
  • All the data is now gathered quickly automatically allowing for more efficient customer care
  • Custom tools enabling the agents to improve on their performance