Salesforce Service Cloud improves Case Management

The client is an Australian luxurious clothing and accessories merchandiser, successful and recognized for more than 80+ years. World-renowned consumer goods retailer of luxury clothes, bags, accessories, boots, and more fashion goods that are featured in their premium catalog.

The client required a unified customer experience portal after being recently acquired by a global fashion group with several top brands under their flagship. The change required the retailer to empower support teams; handle and resolve first interaction customer calls, emails, and other support requests.

Challenges

With a global audience coming on the Salesforce Commerce Cloud deployment, clients required a more detailed, fast, and customized approach for customers. The client needed a quick custom solution that would help them identify the end customer and support their claims immediately. The challenge was the high-end security on the end customer data that was to be profiled. Another main software track that needed support was to ensure internal agents had seamless case management and ticket resolution. The client required continuous support for regions like Australia, New Zealand, and the UK, and consecutively end-customer delta to be available in real-time using a 360-degree customer-focused turnkey solution.

Solutions

We implemented a Salesforce Commerce Cloud for the client that was integrated with Service Cloud & Tealium. Where the 200+ business service agents could now utilize customer data, which was pulled through the master database. The database is set up and synchronized to push through the customer delta of 360-degree changes by auto-populating the simple details like shipping particulars, and more. Real-time data synchronization using a secure source of tracking ‘identification’ number was also configured to help business managers stay informed.

The solution was a phase-by-phase deployment, which was followed by regular testing, this was conducted on both Salesforce standard and custom object-based setup. Several permission sets & field levels security measures were adopted to keep end-customer data updated. Case management and a platform that enabled immediate assistance were tested for creation channels, case queue, and agent assignment.