- 📍 Location: US
- 🏭 Industry: Retail
- 💼 Domain: Retail
Challenge
A leading retail company in the USA faced major inefficiencies due to disconnected systems and lack of centralized CRM. Key challenges included:
- Delayed order processing and limited decision-making from absence of real-time data.
- Data silos caused by disconnected platforms, leading to poor integration across departments.
- Inadequate customer service with inaccurate reporting.
- Manual Zendesk operations that created inefficiencies and lowered customer satisfaction.
These issues hindered operational performance, delayed service delivery, and weakened customer experience.
Solution
To overcome these challenges, the company migrated from Zendesk to Salesforce CRM and integrated it with their e-commerce platform. The transformation involved:
- Streamlined operations across customer service, sales, and order management.
- Migration to Salesforce with Email-to-Case, automated case assignment, and priority rules for faster support.
- Integration of Salesforce with the e-commerce platform for real-time synchronization of orders, data, and inventory.
- Use of CRM analytics and reporting tools for complete visibility into customer behavior, sales performance, and service effectiveness.
This holistic approach not only centralized data but also eliminated manual processes, ensuring greater automation and efficiency.
Business Impact
The migration delivered significant improvements across operations and customer satisfaction:
- Improved customer experience with faster service delivery.
- Instant case creation and automated assignment, reducing response times.
- Higher customer satisfaction levels through proactive service.
- Enhanced brand reputation with consistent and reliable service.
Tech Stack
Technology:
- Salesforce CRM
- API Integrations
- Automated Workflows
- Email-to-Case Automation
- Real-time Dashboards
- Inventory Management Modules
Cloud: Salesforce Sales cloud
Tools: VS Code, Zendesk, Workbench