CUSTOMER SUCCESS STORY

Leading Glazing Manufacturer achieves unified view of sales and service operation with Engagement Cloud Migration

unified-view

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.

COMPANY

Leading Glazing Manufacturer

COUNTRY

USA

INDUSTRY

Industrial Manufacturing

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Built a resilient Salesforce instance
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Expertise
matched with
customer success

1500+

Successful Customers

Engagements

4.9/5

AppExchange

CSAT

600+

Salesforce

Certifications

21+

Years Of 

Customer Success

Appexchage Rankings Global