Manufacturing Efficiencies Advanced with Salesforce

Salesforce CRM for the Manufacturing Industry

Polyglass has been a leading manufacturer of roofing products in Europe since 1960. The company introduced its products and technology to the United States in 1992. Since then, they have grown to be a leading manufacturer of roofing membranes and coatings for low- and steep-slope applications and currently employ nearly 5,000 workers.

The Business Challenge

Successful as they were on the global manufacturing stage, Polyglass was struggling with managing its roofing inspection process. They needed new technology to automate their processes, thus their reason for reaching out to Ad Victoriam Solutions (AdVic).

When Polyglass came to AdVic, they were utilizing an underperforming, homegrown system, which required extensive, time consuming manual input of data. Their representatives were taking pictures with their phones and logging their information in their personally created Word templates. Afterwards, they would email their findings to the home office. Polyglass needed a solution that increased productivity and simplified the complex work order creation process. Polyglass also wanted a portal within which their office and field-based teams could seamlessly communicate.

Salesforce Implementation Results

After careful and extensive technical analysis of exactly what Polyglass needed, AdVic created a strategic roadmap outlining the optimal course of action to implement Service Cloud with Field Service Lightning, Community Cloud, Salesforce Mobile, and Salesforce’s Lightning Experience. Here’s what AdVic accomplished:

  • Decreased roof inspections appointment duration by 75 percent.
  • Created functionality to capture, edit and add aerial rooftop photos to work orders.
  • Customized the platform so customers can log claims and the service team can create cases to facilitate quick resolutions.
  • Enabled Mobile to allow field-based tech reps to provide demos and input data immediately for quicker transfer of leads to sales.
  • Provided in-person user adoption trainings for their nationally based team members to transition users from the homegrown system to one single robust platform.

Related: Watch our manufacturing focused on-demand webinar (with a demo).

 

SalesforceDataManufacturingWebinar_Image_Feb19

This is just one of our manufacturing success stories. We understand that our business has its own unique challenges. Ad Victoriam digs into the details to provide a unique, scalable solution that meets the intricate needs of each user group as well as the needs of the overall company. If you would like to discuss your challenges, send us your information below.

 

Customer Loyalty Increases Revenue: Tools for Success

Customer Loyalty Salesforce Service Cloud

The clothing I purchased online was beautiful. Unfortunately, I ordered the wrong size. I wanted to return the shirts, but there was no return label inside the package. (Hmmm?) Strike one. I waited on customer service hold for about 8 minutes and was told they could only mail me a return label. (What?) Strike two. Waited two weeks, no label. After two more calls, I received it. (Ugh) Strike three. Simply including a return label in the package would have greatly improved my customer service experience. Will I be one of their loyal customers? Nope.

What is the difference between keeping your customers loyal and them flocking to your competition? Many studies conclude that it’s good customer service.

Customer Service that Increases Customer Loyalty

Good customer service is defined by the customer. It is not based on what we believe is good customer service, but instead based on what they perceive is good service. The good news, Salesforce Service Cloud can help improve your customer’s experiences based on actual consumer perceptions.

4 Common Customer Service ComplaintsSalesforce Service Cloud Tools
82% say that getting their issue resolved quickly is the number one factor to a great customer experience.  LivePerson

 

Case Escalation Rules. Today, we all want answers now, no one likes to wait. Case Escalation Rules ensure cases are addressed in a set time period and can even be based on the level of urgency. Rules can also be enabled to alert management of unresolved cases.
26% of consumers have experienced being transferred from agent to agent without any resolution of their problem.  2012 Global Customer Service Barometer

 

Case Queues. Segmentation of customers by issue, priority, and type is easy with case queues. Segmentation funnels each case to the customer service representative with the skill set to address the customers’ specific issue. This means, your customers won’t be frustrated by explaining their issue to multiple reps.
Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%). eConsultancy

 

Live Chat. Live Chat facilitates speedy responses improving your customers experiences. And, it can provide information that speeds purchasing decisions. Best of all, Live Chat content syncs right into Service Cloud so agents don’t have to manually enter the data.
67% of users prefer self-service support, with 91% saying they would use a knowledge base. Zendesk

 

Knowledge Hub. Servicing customers where they want service is important. For those who prefer to research their own answers, a perfect self-serve option is Knowledge Hub. It is a library of articles and FAQ’s that provide best practice information along with ways to resolve common issues. It is an efficient self-serve option.

Fast, effective customer service, when and where your customers want it, improves customer service in the eyes of your customers. Consider what "good service" means to your customers. Then, develop a customer loyalty strategy that will keep your customers happy longer. For many industries, a long-term customer is worth 10 times their initial order. Reach out to a Certified Salesforce Service Cloud consultant to see if Service Cloud can help your business grow.

Salesforce Service Cloud Enriches Experiences

Hi Rez Logo Salesforce Service Cloud

When Hi-Rez Studios, one of the fastest-growing video game developers in the country, came to Ad Victoriam Solutions, it had two main goals: to improve its customer service experience for current players and to boost its marketing efforts to increase long-term player engagement. Both objectives were ambitious, as Hi-Rez boasts more than 40 million players between its two flagship online games. The company not only needed to have fast access to an array of player-based information, but it also needed data analytics and wanted to use that data effectively.

“The challenge was finding a solution that would scale to their level and allow Hi-Rez to have diverse contact management and marketing capabilities,” says James Rogers, Principal at Ad Victoriam. “The team quickly identified Salesforce Service Cloud and the Salesforce Marketing Cloud as the ideal solutions for Hi-Rez. The key was to approach Hi-Rez Studios’ requirements in two stages, first customer service, then marketing.”

Salesforce Service Cloud
For customer service, Hi-Rez needed to provide customers with a way to submit tickets regarding billing, technical and game play issues; it also had to have a single system for processing that information so cases could be resolved quickly. Hi-Rez already had a portal in place through which customers could fill out an online form to start cases, but it lacked a streamlined way to work with that information efficiently. The Ad Victoriam Salesforce consulting team decided that Salesforce’s Email-to-Case solution was the perfect option because it could integrate easily with Hi-Rez Studio’s existing user portal. Ad Victoriam partnered with Hi-Rez to build out the integration of the portal with the Salesforce Service Cloud, and now the two systems work together. “When a customer submits a case, it is captured and pushed into Salesforce,” the Ad Victoriam Salesforce Consultant explains. From there, customer service reps can communicate with players to get issues resolved in a timely manner. What’s more, Salesforce can help Hi-Rez make sure that the system is not creating duplicate users from one person who plays both of the company’s main games; each player remains as a single contact regardless of which games in which they participate.

Salesforce Marketing Cloud
The same customer-centric thinking was applied when Ad Victoriam built out the Salesforce Marketing Cloud to enhance Hi-Rez Studio’s marketing efforts. In the past, Hi-Rez used Oracle’s RightNow service for its marketing initiatives. However, it was expensive and difficult to use, and Hi-Rez needed another option that would fit its specific needs. “The nature of gaming is that people will play for a bit and then never play again. They need an incentive to play more often and play up to higher levels of a game,” James notes. He added, “Hi-Rez wanted to be more interactive and engaged throughout the marketing process. So, within the Salesforce Marketing Cloud platform, we wanted to do a couple of things. The client wanted to teach their players on an ongoing basis by providing sessions about how to do everything from store the images they create to how to create journeys within the games. They also wanted to be able to send follow up emails to contacts about new features, discount codes and more.”

One of the biggest challenges was ensuring that players who enjoy both Smite and Paladin are not inundated with e-mails from the company, making the ability to look at each player as a single contact that much more important. On the flip side, if players only play one of Hi-Rez’s games, they need to be segmented out and receive communication about their preferred game alone. The customizable nature of the Salesforce Marketing Cloud lent itself to this requirement beautifully. And now that Hi-Rez has seen Salesforce’s—and Ad Victoriam’s—capabilities, the work to improve its processes continues.

Game On
“Hi-Rez now has game play information at their fingertips that is critical for their customer service and marketing strategies. And once we got going, the client realized all of the different things they could do, so we are working with them to prioritize their new needs and functional requirements,” James says. “We are now in phase two and helping them to continue refining their abilities.”

“One of the best parts of this project has been the ability to work with multiple platforms and integrate everything into a single solution,” James concludes. “For both customer service and marketing, data is now flowing through a single platform. We’ve implemented a system that works seamlessly for the client.”

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