Industville
Industville: Improving Outcomes with Service Cloud
Industville partnered with Credera to manage their Service Cloud implementation to pave the way for excellence in multi-channel customer support
At a Glance
“A year on and we do not know how we lived without the strategic oversight and sales management that Salesforce now gives to us. Credera is a true Partner in every sense of the word.”
Ryan Taylor, Finance Director
Industville are the makers of handcrafted, high-quality, uniquely designed industrial style lights and furniture. They are committed to providing exceptional service and high-quality products to meet and exceed statutory regulations. They enlisted Credera to manage their Service Cloud implementation, having recently rolled out Sales Cloud to the organisation.
The Challenge
Creating a structured support workflow.
There were no fixed SLAs on support requests (apart from a general rule to respond within a couple of hours)
There was no system to track the volume or detail of support requests, other than notes against orders in Shopify
Support team was responsible for fulfilling all orders with shipping details manually in Shopify, on top of managing requests from customers
Sales team didn’t have visibility on support activities as transactions were not recorded in Salesforce against customer records
The Solution
Enhancing infrastructure and multi-channel support.
Migrated multi-channel support, with email-to-case customer support and full B2C case tracking
Enabled email-to-case automation for clients’ main incoming email addresses
Email attachments (predominantly used for returns of broken items) recorded and held against each case
Introduced fixed term SLAs for response and case closure
The Results
Streamlined customer support and improved workflows.
Service teams now track all customer complaints and interactions as Cases against single customer records
Able to track and report upon volume and cadence of support requests
Foundations now in place to introduction CTI and social customer service
Reduced the Customer Service Team’s workload and stress with information more readily available
Able to observe and report on service team KPIs in real time
Full case escalation, notification functionality and history recorded in Salesforce
Reduced time to case closure due to introduction of service SLAs
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