Industry:
Food and Beverage
Client Overview:
The Client is a well-established cloud kitchen and has tie-ups with several food brands in Dubai and other GCC countries.
They developed their own web platform to manage food orders.
Customer Journey:
Challenges:
- Addressing Complaints.
- Manually Maintaining Records.
- Turn-Around Closure Time.
ADDRESSING COMPLAINTS WAS ONE OF THE BIGGEST CHALLENGES
Solution:
- Salesforce Service Cloud – Streamlined Case Management System.
- Real-time integration – SMS and WhatsApp, Email, Reporting, Customer Surveys, and Telephonic integration.
- Other Salesforce features
Outcome:
- 70% Increase in overall productivity
- Seamless Communication.
- Case Agent Utilization.
- Enhanced Customer Experience.
- Customer Loyalty.
Conclusion:
- Improved Complaint Management: Salesforce Service Cloud streamlined case management, ensuring faster and more efficient resolution of customer complaints.
- Automation and Integration: Real-time integration with SMS, WhatsApp, email, and telephonic systems reduced manual effort and increased responsiveness.
- Enhanced Customer Communication: Integration of customer surveys and reporting allowed for better feedback management and improved customer satisfaction.
- Optimized Record-Keeping: Automated data management through Salesforce minimized the need for manual record maintenance, increasing operational efficiency.
- Faster Turn-Around Times: The streamlined system significantly improved closure times, ensuring quicker responses and resolutions to customer queries.