The client is one of the largest suppliers of promotional products in the world based out of the United States. The company designs promotional products including apparel, bag, drinkware, office stationaries, outdoor leisure equipment, houseware and other accessories under various brands, enabling clients to build brand legacies The client products portfolio spans across 10+ categories and drive industry innovation with over 100+ new products annually, 75% of which have a sustainability stance, developed with an industry-leading commitment to product safety, social responsibility, supply chain security and environmental stewardship.
Inefficient customer query management leading to huge case volume overload and escalations.
Lack of time and resource to address increasing customer enquiries
Absence of self-serve customer solution platform to handle simpler queries
Inefficient utilization of customer service agents
A multi-cloud Salesforce solution covering both community and service!
Implemented Salesforce Community as Self-Service Platform For Customers
Implemented Salesforce Service Cloud For Query Management
Robust Salesforce Maintenance and Support Services For A Better Salesforce Experience
A self-serve and scaled up customer service that delivered reduced caseloads and improved customer experience.