Owens Mino

Use case

BOOSTING CUSTOMER ENGAGEMENT FOR A HEALTHCARE COMPANY
CUSTOMER PROFILE:
  • Industry: Healthcare & Life Sciences
  • Service portfolio: Healthcare distribution and logistics
  • Headquarters: Virginia, USA
  • Brand Presence: USA and Europe
  • Employees: 15,000+
  • Provides vital supply chain services to healthcare providers and manufacturers
CHALLENGES
  • Complex and redundant customer service processes
  • Knowledge articles siloed in various platforms
  • Inconsistent and outdated articles leading to lower productivity of customer service representatives and frustrated customers
OBJECTIVES
  • Develop a way to COMMUNICATE IMPORTANT UPDATES to team members and IMPROVE COLLABORATION
  • Increase efficiency in CUSTOMER SERVICE processes
  • ORGANIZE AND UNIFY knowledge data
SOLUTION
  • Created a branded Salesforce Agent Community for employees to house Salesforce Knowledge and serve as a central hub for daily CSR activities
  • Created a detailed review of best practices and procedures for knowledge categorization
  • Revamped the Salesforce Knowledge structure and data categories in a more useful way for CSRs
  • Enabled announcements for daily communication to agents
  • Broke down about 150 lengthy articles to smaller, categorizable articles that were easier to search
  • Created consistent, reproducible process flows incorporating validated data
RESULTS
  • By leveraging Salesforce Experience Cloud, Service Cloud, and Knowledge, this logistics company has created an organized, productive employee community for improved internal communications. With a unified platform for knowledge and increased article accuracy, customer service reps have more efficient engagement with customers and have improved customer service productivity and experiences.
TECH STACK
SF experience cloud
SF
SF
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Have multiple platforms for knowledge
  • Want to improve internal communication
  • Have disorganized or scattered knowledge data
  • Want to improve customer engagement