Case Study: Yearbook, Memorabilia, and Rings

Solution: Salesforce Service Cloud

A well known and established market leader in the graduation jewelry and school year book markets. The enterprise deployed Salesforce to strengthen their technology solutions and centralize their operations around a robust, scalable platform.

Need: The enterprise was experiencing process duplication that required an expensive reporting process to provide leadership with accurate information on sales metrics. Process inconsistency and lack of reporting was a hurdle to leadership’s ability to develop timely, meaningful insights. Third party and home grown solutions also existed leading to resource inefficiencies and difficulty in end-user training.

Approach: DCS implemented Salesforce Service Cloud to three business units replacing paper, whiteboards, and a home-grown CRM. A Salesforce Live Agent implementation connected service agents to customer website interaction.

Result: Connected all company’s business units on a single platform allowing for a single view of customers across all product types. Eliminated redundant communication and manual systems. United independent sales teams. Corporate vision of MDM strategy realized via back office integration.

OVERVIEW
Need: Needed a reporting process to provide leadership with accurate information on sales metrics.
Approach: Salesforce Service Cloud was implemented in three business units.
Result: Connected all company’s business units on a single platform allowing for a single view of customers across all product types.


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Learn more about Service Cloud on our CRM for Servicing page or DCS Salesforce Service Cloud Case Studies page
or visit the Salesforce Service Cloud home page for additional information.

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