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An Impeccable
Customer Service Experience

The company is a world leader in innovative, casual footwear. With headquarters in the US, they have regional offices across the country as well as in Europe and APAC and do business in over 30 languages.

This company was experiencing difficulties with their Salesforce Service Cloud processes which required a high degree of manual effort and provided a limited customer view with inconsistent data tracking. They needed a full revamp of their service system in order to provide better customer service.

OSF Digital has helped the client to improve their customer service experience with:

Respond to & close cases faster

RESPOND
TO & CLOSE
CASES FASTER

 

Quick access to customer data

QUICK
ACCESS TO
CUSTOMER DATA

 

Improve customer support

IMPROVE
CUSTOMER
SUPPORT

 

Custom Implementation of
Salesforce Service Cloud

OSF delivered a custom implementation of Salesforce Service Cloud with many extra features and additional settings. The OSF team implemented an omnichannel solution that prevents cherry picking of cases and routes all incoming cases from email, web or phone to sales reps based on their availability and experience level. The implementation of the Omni-Supervisor page allows a service manager to oversee the entire team, their availability and workload, case progress and reasons for rejection, amount of time spent on each case among other details. Service agents can now view the most relevant information on a case within a single location within Service Console.
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Furthermore, OSF set up the email-to-case process that creates auto-response emails triggers for incoming emails to customer support. The retailer’s web-to-case processes were configured to map the inquiries from the ‘Contact Us’ form into Salesforce fields accordingly.

Additionally, OSF helped the retailer to automate their case management process, set the case flags and enable coupon codes. The retailer now benefits from an established knowledge base that helps their service reps to provide boilerplate answers to customers based on similar inquiries. They can also take the following single-click actions: send an email to the customer, use a predefined template for the body of the email, add the agent’s signature, and attach a relevant article.

GET THE FULL SUCCESS STORY