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The Warehouse Group

Evolved The Warehouse Group’s customer service

Founded in 1982 and employing 11,000 people, The Warehouse Group Limited (TWG) is one of the largest retail groups in New Zealand. The company helps New Zealanders with their household needs and supports organizations, delivering solutions to all commercial businesses and industries, from delivery to installation, garbage removal, and recycling.

TWG already relied on Salesforce platforms with multiple instances throughout their six brands. They sought a reliable solution to book technicians via different channels to provide evolved customer service, regardless of location. The group wanted to gain accurate visibility of their resources as they standardized booking management. They needed simplified reports, effective workloads, and seamless scheduling processes to improve sales and conversions.

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OPTIMIZED RESOURCES AND ENHANCED CUSTOMER EXPERIENCE
MINIMIZED DRIVE TIME AND MANUAL LABOR FOR BOOKINGS
ENHANCED CUSTOMER SATISFACTION AND RETENTION
INCREASED LEADS, SALES, AND BUSINESS OPPORTUNITIES
IMPROVED RESOURCE CONTROL AND TRANSPARENCY
OPTIMIZED CONNECTION BETWEEN DEPARTMENTS
STREAMLINED BOOKING PROCESSES AND REPORTING & DAHSBOARDS
The Warehouse Group

TWG wanted to book technicians via different channels to provide services to customers, regardless of location. OSF worked as #OneTeam with TWG and Salesforce to put customers at the core of their business, boost productivity, and simplify internal processes. With an agile approach, we enriched TWG’s multi-cloud system with a customer-centric booking solution based on Salesforce Service Cloud.

We implemented Salesforce Field Service Management for in-store and in-home services, setting up a Field Service Mobile App. Our solution helps TWG deliver the intended service to a specific location by assigning the right resource at a specific time.

The group is empowered to drive adoption across different business users, induce compliance across teams, and make decisions on day-to-day operations. In partnership, we rolled out the solution to other TWG brands, integrating it with their point-of-sale systems and complex logic. In a collaborative effort, we built a portal for Tech Solutions’ partners based on Experience Cloud to encourage onboarding. Adding Web-To-Lead supported our efforts to position TWG for increased sales.

The Warehouse Group Limited (TWG)
The Warehouse Group
The Warehouse Group

THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU WANT TO

  • Attract more partners and customers to your business.
  • Rely on transparent processes and accurate data for smooth booking to grow customer database.
  • Enhance your customer service with collaborative inter-departmental workflows and one source of truth.
  • Better align with your business and customer needs in your journey, from start to finish.
  • Boost leads, visibility, sales, and ROI.
  • Save time and reduce operational spending in your
    multi-brand business.
  • Rely on simple and easy-to-track reporting to get
    complete data.
  • Gain control of your resources and optimizes time,
    effort, and costs.

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