COMPANY

Leading Glazing Manufacturer

COUNTRY

USA

INDUSTRY

Industrial Manufacturing

Know this Customer
PRODUCTS OR SERVICES

Engagement Cloud

Leading manufacturer of high performance glazing products for custom picture framing, museum and engineered optics markets and are leaders in anti-reflective coatings, as well as conservation-grade UV protection and specialty glazing products for these markets.

Client was facing challenges to get a unified sales and service capabilities to breakdown information barriers between departments so that employees can have informed, one-stop interaction with high value customers.

Challenges

  • Enhance customer and agents experience with a comprehensive visualization.
  • Track and manage customer conversations offline with Outlook integration.
  • Capture visitors information with web form integration to Engagement Cloud.
  • Consolidated customer records and attachments from different sources for safe migration.
  • Maintain unified customer view from multiple sources that can be shared across multiple systems.

Solution

  • Implementation of Engagement Cloud to manage sales performance and services requests on single platform.
  • Create a trusted master data repository that includes clean, consolidated and complete customer information.
  • Implement a comprehensive product catalogue to support agents and serve customers better.
  • Web form integration with Engagement Cloud to capture prospects information and improve conversion.
  • Implement solution management knowledgebase to deliver most relevant answers to the agents and customers.
  • Implement asset and activity module to streamline sample management and appointments.
  • Define assignment rules and queues to manage incidents effectively.
  • Set up email channel to handle service requests like create, view and update the cases according to the priority.
  • Manage the entitlements with respect to predefined SLAs and escalation rules by creating an adequate framework.
  • Create customized reports and dashboards to get an unified visualization of sales and service processes.
  • Enable a modern data platform by migrating required data and attachments to engagement cloud.
  • Set up and integrate outlook to automate sales process, capture, manage, and share service issues related to accounts, contacts, and partners.
  • Bi-directional synchronization of accounts, contacts, leads and opportunities with Eloqua .
  • Provide end user and administrator training with Engagement Cloud.

Benefits

  • Unified sales and service view with one stop interaction to high value customers.
  • Customizations and intuitive platform resulting in better application performance and low user training cost.
  • Faster creation of service requests and real time support by capturing, managing, and sharing service issues.
  • Highest level of engagement with customers by covering the entire business cycle.

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