- Deliverable
- Salesforce Service Cloud（Support tools to increase customer satisfaction）
Centralized management of information dispersed throughout the company.
Real-time visualization dramatically improves productivity.
Main specifications, key points: Started with minimal functions such as report generation and cross search, and added functions according to business issues. The light footwork and the quick response time to reflect requests quickly were highly evaluated.
-
POINT
01Centralized management of customer
information worldwide -
POINT
02Reporting time Reduction from half a month to a few hours -
POINT
03By automatically sharing progress Number of unsupported projects
0
They want to cut down on the man-hours of report preparation,
which can take as long as half a month.。
The company's Customer Service (CS) department receives inquiries and reports from distributors around the world. This section is responsible for responding promptly to customers and improving quality by gathering multifaceted product information. This department was spending an inordinate amount of time each month creating internal reports. The data was scattered throughout the company, and the man-hours required to collect and process the data were too many. After exchanging business cards at a trade show, we proposed Salesforce. The client, who was looking for a system company with a small turnaround time, requested us by way of a nomination.
Starting small,
the company built up its track record and expanded its scale.
The person in charge understood the advantages of Salesforce. However, since the system was to be used only by the CS department, a large budget could not be secured from the outset. Therefore, they decided to start with a small number of licenses and accumulate experience while adding necessary functions. First, we built a system that could report real-time information in an instant by centrally managing information and using basic functions. The initial issues were quickly resolved. The person in charge periodically disclosed the effects of the introduction of the system within the company. Little by little, the value of the system was recognized, and eventually it became a system that could be used by the entire department.
Dramatic improvement in operational efficiency.
It also led to a change in employee awareness.
Particularly appreciated was the cross search function. With this function, it is possible to check information on sales, repairs, inquiries, etc., from the product model number information all at once. In addition, by visualizing the status of inquiries being handled, the number of unanswered inquiries has been dramatically reduced. The company's employees are now more aware of the importance of the system. Salesforce's scalability allows us to respond to a variety of issues. And our company's strengths of speed and flexibility. The combination of these factors has resulted in operational improvements that exceeded our initial expectations.
