The client is a prominent home services company connecting homeowners with a network of skilled and vetted professionals, including plumbers, electricians, HVAC technicians, locksmiths, and more. With a strong commitment to delivering exceptional customer experiences, they offer a wide array of maintenance and repair services. Salesforce Service Cloud provides a wide range of features and tools that enable these businesses to effectively manage and resolve customer inquiries, issues, and cases.
Challenges
Automate the Onboarding process for new customers.
Identify cross-selling/up-selling opportunities with existing customers.
Determine and allocate partners for customers based on the Geo-location.
Unified view for customer details like products, services, payment methods and payment frequencies.
Solution
CRMIT implemented the following to achieve the above business objectives.
Implemented Salesforce Service Cloud to automate the Customer on-boarding processes to support more than 2000+ employees.
Configured validation rules and data checks to ensure data accuracy and completeness for Customer identification.
Real-time updates on the availability of Servicing Partner to streamline customer onboarding.
Integration with multiple payment gateway systems and offering flexible payment options.
Provided an intuitive user interface with clear instructions and error messages.
Created a flexible and scalable architecture that can accommodate different product offerings and pricing structures.
Benefits
Enhanced customer On-boarding experience with a simplified and user-friendly enrollment process.
Increased operational efficiency by around 11% with automated data validation and checks.
Around 8% YoY rise in sales figures with flexible payment options and integration with payment gateway systems.
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