elevate the customer service and unlocking the infamous 360-degree view.

client: swiss retailer

audience: internal employees

year: 2021-2024

#service metrics & KPIs #implementation roadmap #collaborative workshops #agile methodologies

our goal was to elevate the customer service and working towards unlocking the infamous 360-degree visibility of every customer. the existing landscape was without a holistic case management solution, every call or email was treated as a new case, and customer service agents lacked visibility of the bigger picture. they also had to work in multiple legacy systems, which was time-consuming and frustrating.

impact

end-to-end delivery

in leading the mixed delivery team, our responsibilities started with the discovery and design phase where we defined the final scope, strategy and goals for both customers and the business.
We lead the successful delivery of the project and have led the product vision to continuously improve the service and sales ecosystem.

looking at the bigger picture

“During discovery, we widened the scope of the project from simply replacing old, disparate phone and email systems to adopting a whole new approach… Service Cloud became our central communications hub to connect customers, the contact centre, after-sales staff, and the order management team.” Client COO

a case study project

The project has since been published and referenced as a major success story by Salesforce: Customer Story

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