Owens & Minor is a leading healthcare logistics company that provides vital supply chain services to healthcare providers and manufacturers of healthcare products. With logistics platforms strategically located in the United States and Europe, Owens & Minor is headquartered in Richmond, Virginia and has annual revenue exceeding $9 billion.
The company’s customer service representatives were being slowed down by inconsistent, outdated knowledge artices that were often tagged incorrectly. Knowledge articles were siloed in various platforms, and service processes were complex and redundant. This left customers frustrated. Owens & Minor wanted to improve customer service processes, reorganize its knowledge and develop a way to communicate with team members.
OSF Digital leveraged Salesforce Experience Cloud, Salesforce Service Cloud and Salesforce Knowledge to create an employee community for customer service agents. From one location, agents can access collaboration and communication tools plus an organized knowledge base. Service agents have since increased their productivity to give customers faster, better service.