Overview

A leading clothing brand based in east coast region was replatforming there current technology stack with Salesforce products. Client was in needs to have all the data available on a single system for the support rep to manage customer interactions and provide support as needed. Client was also using Marketing cloud to manage the campaign execution though the system

Industry:
Retail Industry
Services:
Clothing brand
Region:
North America
Tools:
Service Cloud, Marketing Cloud, Commerce Cloud, Zendesk, Salesforce OMS

Challenge

Client was currently using Zendesk to manage support, Mailchimp for marketing and an existing user of Salesforce commerce cloud. The implementation did not only involve Service cloud, Marketing cloud but integration of salesforce clouds to have all the data consolidated on a single platform. The data flow between system was very important to ensure that Service reps have access to data in order to manage interactions and marketers to plan and execute campaigns.

Solution

The implementation of solution was divided into various phases keeping multi-cloud implementation approach in mind. Service cloud implementation with Email, Phone (CTI Integration), Web Cases, Live Chat, Knowledge base, entitlement management & data migration from Zendesk to Service cloud. Once all the service implementation were completed a single BU setup for MArketing cloud with integration to Service cloud was done to ensure that all the important information from Service cloud flows to Marketing cloud to plan the campaign execution. An integration from Commerce cloud to Service cloud ensured that Order information is available for Service reps and integration to OMS to have reps update the data as needed.

Results

Integration within Salesforce cloud ensured that Reps have all the information on a single system, cases though multiple channels were routed using Omnichannel ensuring the case distribution is handled efficiently and automatically. Implementation of Entitlements and milestones ensured that SLA’s are met and customer were provided the level of support as promised, knowledge bases ensured Service rep have all the resources available to handle any type of customer query. Data integration from Service to Marketing ensured that Marketing team can plan the campaigns & Journey’s basis on latest interactions with customers.