CUSTOMER SUCCESS STORY 

Enhancing Customer Service with Salesforce Service Cloud

Customer Enrollment using Salesforce Service Cloud banner image

The client is a prominent home services company connecting homeowners with a network of skilled and vetted professionals, including plumbers, electricians, HVAC technicians, locksmiths, and more. With a strong commitment to delivering exceptional customer experiences, they offer a wide array of maintenance and repair services. Salesforce Service Cloud provides a wide range of features and tools that enable these businesses to effectively manage and resolve customer inquiries, issues, and cases.

Challenges

  • Automate the Onboarding process for new customers.
  • Identify cross-selling/up-selling opportunities with existing customers.
  • Determine and allocate partners for customers based on the Geo-location.
  • Unified view for customer details like products, services, payment methods and payment frequencies.

Solution

CRMIT implemented the following to achieve the above business objectives.

  • Implemented Salesforce Service Cloud to automate the Customer on-boarding processes to support more than 2000+ employees.
  • Configured validation rules and data checks to ensure data accuracy and completeness for Customer identification.
  • Real-time updates on the availability of Servicing Partner to streamline customer onboarding.
  • Integration with multiple payment gateway systems and offering flexible payment options.
  • Provided an intuitive user interface with clear instructions and error messages.
  • Created a flexible and scalable architecture that can accommodate different product offerings and pricing structures.

Benefits

  • Enhanced customer On-boarding experience with a simplified and user-friendly enrollment process.
  • Increased operational efficiency by around 11% with automated data validation and checks
  • Around 8% YoY rise in sales figures with flexible payment options and integration with payment gateway systems.

COMPANY

Home Services 

COUNTRY

USA

INDUSTRY

Utility Services










Incredible & invaluable team members. They were professional, hit deadlines, and was a joy to work with.

Chief Growth Officer








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