Transformation of a Legacy Portal to Salesforce Communities
Retail Logistics launched a customer portal in 2001 to provide customers with web-based self-service access to their order's status, inventory levels, and more. The goal was to provide customers with better access to up-to-date information while reducing demand on the customer service team.
The portal was a huge success and adoption exceeded expectations. Customer service staff were free to focus on special requests without the distraction of routine inquiries. Retail Logistics grew rapidly and customer satisfaction actually increased at the same time.
Fast forward to 2013, where even the smallest organizations have customer self-service offerings. Simply having a web portal is unremarkable by today's standards. Organizations need a great web presence that creates community and feels human, while providing the efficiencies of traditional portals.
In May 2013 we set out to re-imagine the Retail Logistics customer experience. Just a few months later in September, existing information became easier to access and we added even more of what customers wanted. Customers are excited by the continuous and rapid innovation possible only on the Salesforce1 platform.
With Salesforce Communities and a highly tailored implementation, Retail Logistics has transformed the way they connect with customers and partners.
Self-service options empower customers and save your agents time. Could your organization benefit from optimizing your customer service process? Let's talk.
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