Case Study
Optimize Salesforce platform to enhance customer support and streamline operational processes.
Delivering efficiency and engagement through targeted system enhancements.
engagement type
Estimated Project
product
Service Cloud
industry
Automotive & Energy, Retail & Consumer Goods
Since 1992, Good Earth Lighting designs and manufactures stylish, energy-efficient lighting fixtures for residential and commercial use.
Overview
- Key Challenges: Struggled with high support tickets and poor case visibility.
- Key Solutions: Enhanced chatbot, case routing, and reporting; integrated recall process.
- Key Results: Boosted support efficiency, operational clarity, and process effectiveness.
challenges
- Ineffective Chatbot: The chatbot was unable to display essential knowledge articles, increasing support ticket volumes.
- Case Tracking Issues: Difficulty in distinguishing customer queries from "Contact Us" forms and chatbots, complicating analytics.
- Limited Case Visibility: Poor transparency on customer cases and knowledge articles’ effectiveness post-Salesforce adoption.
- Inefficient Recall System: Product recall process lacked an effective method for capturing customer details in Salesforce.
Solutions
- Chatbot Enhancement: Refined the chatbot to correctly present critical knowledge articles for customer self-help.
- Case Routing Improvements: Set up specific queues for cases with clear source values to aid tracking and evaluation.
- Advanced Reporting Tools: Implemented detailed Salesforce reports for improved insight into case and article management.
- Recall Form Integration: Created a user-friendly recall form on the website linked directly to Salesforce cases.
Impact
- Improved Support Efficiency: Chatbot revamp heavily reduced incoming support requests, boosting customer satisfaction.
- Better Operational Insights: Enhanced case routing and reporting enabled accurate source tracking and better decision-making.
- Increased Process Clarity: New reporting tools provided essential insights into customer interactions and resource utilization.
- Effective Recall Management: Automated recall processing now efficiently captures and manages customer feedback.