20 Sep Establishing efficient customer service with Service Cloud
Fiskars—a leader in consumer goods for home, garden, and outdoor—was looking for a more effective approach to managing support cases and warranties. The company reached out to Simplus for an expert implementation of Service Cloud as the perfect solution.
Simplus Advisory Services worked with Fiskars and the Gerber subdivision to identify the main pain points and needs for its customer service solution. We designed a roadmap to success and used this to guide the implementation of Service Cloud at Fiskars. Now, housing all warranty information, the Fiskars service process is more streamlined and efficient. Fiskars has a reliable source for warranty and customer data, 360-degree view to track support tickets, and multiple dashboards providing greater visibility into the Fiskars customer experience. Ultimately, the Service Cloud implementation was a success because, as Fiskars said, “no questions why we have this. The product is speaking for itself.”
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