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TCO reduction for a Global Retail giant

Technology Transformation through Consolidation of Apps used by Support and Operations by using Salesforce and Service Cloud for a Retail Giant’s Global Support and Operations Team

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    Business Challenges
    Business faced challenges due to geographically spread functional contact centers that served both customers and internal employees.
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    Zivoke’s Solution
    Salesforce Service Cloud was chosen to transform its customer service capabilities and help:
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    Benefits
    More than 50 agents, 100 business users and 1+ million customers

    BUSINESS CHALLENGES

    Business faced challenges due to geographically spread functional contact centers that served both customers and internal employees.
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    Managing inventory across multiple systems which were heavily customized and rapidly approaching end of life.
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    Taking significant effort and investment to maintain across its distributed operations.
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    Lack of a robust tool for the Sales Team to manage their activities. Tools were used in Silos and did not give a consolidated picture
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    Dearth of a centralized system which could integrate with all other business tools. These technology challenges led to complex processes and increased operating costs
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    Absence of adequate insights on Customer behavioral patterns
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    Analytics getting out of hand with new shops and products being introduced
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    ZIVOKE'S SOLUTION

    Salesforce Service Cloud was chosen to transform its customer service capabilities and help:
    • Improve Customer Support Agents’ productivity.
    • Salesforce integration with various applications including Point of Sale, Inventory Management, Order tracking Applications.
    • Centralized Omni-channel Customer Support Desk.
    • Robust Big Data Analytics Engine to process data from every source.
    • Improve Self-Service through online and mobile channels
    • Drive improved customer experience

    APPROACH

    Zivoke followed the below approach to implement the above high-level Business Solution.
    Access the current Support Ticket Volume across all Channels. Defined future state business processes across contact centers and stores. Recommend other channels that could be included for support. Helped Streamline Multi-Lingual support across 3 contact centers. Defined an integrated technology solution.

    BENEFITS

    More than 50 agents, 100 business users and 1+ million customers
    • Enabled future service options for Emerging Channels (mobile, social, visual, virtual) and self-service.
    • Orders and Payments were up to 23% quicker due to a Single Order and Inventory Management
    • Retail Lead Management increased by 31% by end of the First Quarter after solution implementation.
    • The Business obtained Deeper Insights on customer behavior with Predictive selling.
    • Rapid Increase in adoption of Guided Selling & Recommendations.
    • Improved issue resolution and troubleshooting through real-time knowledge sharing.
    • Significantly reduced total cost of ownership by consolidating systems and providing enterprise-wide solutions.
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