Driving Cost Optimization and Improving Customer Response with Tailored SolutionsWholesale
The client is one of the largest Industrial Distributors serving customers across multiple domains like Multifamily, Institutional, Hospitality, Trades, Government Housing, Healthcare, Building Services and Education through a vast network of over 100 distribution centers across the U.S. & Canada.
With their comprehensive range of services and solutions, including localized jobsite delivery, renovation programs, direct-ship options, and cutting-edge digital tools, HD Supply remains the preferred supplier for over 250,000 customers. The client wanted to optimize their project delivery efficiency and customer response time.
challenge
- Tool Integration and Coordination Challenges: Managing multiple tools like Salesforce and SAP posed integration challenges, leading to inefficiencies and data silos
- Process Overload: Outdated processes hindered simultaneous project management. The complexity of managing multiple projects was challenging and concurrently affected efficiency.
- Custom Function Implementation: Customization requirements to decrease customer response time added complexity. Improving project delivery efficiency through custom functions necessitated strategic planning and implementation.
solution
- Leveraging Service Cloud for Upselling: Implemented Service Cloud and configured case management to facilitate upselling opportunities for customer service representatives.
- Streamlining Telephony Integration: Integrated Salesforce with the client’s telephony system using custom development solutions, bypassing the requirement for third-party AppExchange packages. This integration facilitated seamless communication between Salesforce and the telephony system, boosting efficiency and productivity for customer service teams.
- Enhancing Customer Experience with Personalization: Implemented features such as past user history and call details within Salesforce for all reps which empowered them to personalize interactions, boosting customer satisfaction. Insights into past interactions allowed tailored responses to individual needs.
- Chat Support for Real-Time Assistance: The implementation of chat support aimed to improve customer engagement and satisfaction by providing real-time assistance to customers when needed.
- Tech stack: Service cloud, Force.com
Outcomes
- Sales Process Efficiency: Streamlined sales process led to a 20% improvement in delivery turnaround time
- Customer Support: Enhanced customer support reduced response times, contributing to a 15% increase in Customer Satisfaction (CSAT) scores.
- Cost Savings: Achieved significant cost savings, resulting in a 30% reduction in project expenses.
- User Engagement: Improved UI/UX design resulted in a 25% increase in user engagement metrics.
V2Force has been our technology partner and helped us transform our customer experience to a new level.
VP
Operations, industrial distributors
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