OSF Digital Delivered a Custom Implementation of Salesforce Service Cloud to a World-Renowned Footwear Retailer

Québec City, Canada – June 11, 2018 – OSF Digital announced today the completion of a project for a US-based shoe manufacturer and retailer. The company retained OSF Digital to help them enhance their existing Salesforce Service Cloud processes to improve their customer service experience.

The retailer’s customer service solution wasn’t able to keep up with their growing needs. Their case management processes were time-consuming and required a high degree of manual work. Data wasn’t being accurately tracked as all customer information obtained from a web form was compiled into a single text field. Service representatives’ productivity was affected due to the lack of a proper case distribution system to rely upon. Their wholesale customer care team had limited visibility within Salesforce, restricting their opportunity to rapidly address the client’s needs.

The retailer required a service system revamp in order to provide better customer service. They were looking to improve and automate their case management system and gain better visibility of their case processes.

Within a two-month period, OSF Digital completed a custom implementation of Salesforce Service Cloud. This work has helped the retailer to reduce the number of manual processes within their business and increased their ability to rely on automation. The OSF team set up an omnichannel solution that allows to route cases based on their agents’ current workload. The retailer’s email-to-case process was configured to capture emails sent to the customer support to trigger an auto-reply, while a new web-to-case process allows the retailer to improve their case visibility with customer inquiries now being captured from the ‘Contact Us’ form on their website. This data is now mapped to the proper fields used for this information in Salesforce.

The retailer’s case management processes were enhanced with automated features such as case age calculation, case reopening history, case escalation based on certain keywords, and a process builder that counts the number of customer interactions.

The retailer was able to achieve increased agent productivity with a Service Console that presents the service rep with the most relevant information on a case, while also allowing them to take actions such as: sending an email, changing the status and priority of the status of a case status and call logging, among other actions.

The OSF team created a new custom object for coupon codes providing sales reps with the ability to associate the desired coupon code to the chosen case automatically based on the preferred configurations: discount percentage, free shipping as well as additional options.

KPI reports and dashboards were set up to help the retailer track an agents’ productivity and properly set business objectives.