FEATHER ON THE HAT“Zivoke has been recognized as the Top Salesforce Implementation Company for SMBs by Upcity”

TCO reduction for a Global Retail giant

TCO reduction for a Global Retail giant

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Business Challenges

BUSINESS CHALLENGES

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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

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BUSINESS CHALLENGES

BUSINESS CHALLENGES

Managing inventory across multiple systems which were heavily customized and rapidly approaching end of life.


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

Absence of adequate insights on Customer behavioral patterns

Taking significant effort and investment to maintain across its distributed operations.

Dearth of a centralized system which could integrate with all other business tools. These technology challenges led to complex processes and increased operating costs

Analytics getting out of hand with new shops and products being introduced

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.
  • Every Executive Layer attained access to Insightful Dashboards customized with Single-pane-of-Glass view.

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