Out with the old, in with the new: Salesforce Service Cloud. Our client, a global innovator of premium protective products for electronic devices, was burdened with an outdated customer service platform, resulting in poor user experiences for customer service representatives (CSRs) and shoppers. Publicis Sapient was tasked to bring some out-of-the-box thinking and transform their legacy CRM into a platform as premium as the brand.
Our client’s legacy customer service platform posed many challenges. Their existing platform required a lot of custom development, was difficult to modify, and lacked uptime dependability, impacting user experience. Without a single, reliable view of the customers, there were missed opportunities and frustration. It was time for the protective products brand to act and protect their position as a market leader.
Publicis Sapient replaced the existing system with Salesforce Service Cloud and:
Our successful partnership led to many improvements that will have a lasting impact on the business. These include faster save times, fewer clicks, and optimized case page information — resulting in an improved CSR user experience, better customer interactions, and speedier resolutions. We also enabled the client to be self-sufficient and make platform changes as they grow.
We help Clients maximize their Salesforce investment by providing unique, differentiated and high-value customer-centric solutions for today, with the scalability and flexibility to meet tomorrow's demand. Our partnership with Salesforce leverages the Publicis Groupe capability hubs—from business strategy and integrated technology to implementation, brand advertising, and creative production—providing Clients with end-to-end, ongoing operational support and strategy across the entire Salesforce suite of products.