The executive leadership at this company had a passion for excellent customer service but needed help in process development, employee training, and implementing system tools to reach their goals.
We were hired to create an overall Business Process Excellence and Customer Service strategy. The engagement started with a few initial projects and then grew into a significant effort lasting several years. The major projects included the following:
- Business Process Mapping: Reviewed, improved, and documented all key business processes.
- CRM Selection: Conducted a full software selection by studying all major solutions available at the time for a Customer Relations Management system. After several rounds of demonstrations and meetings, we selected SalesForce.com as the winning package.
- Salesforce.com Implementation: Gathered business requirements, customized the system, converted data, built key reports and dashboards, trained all user groups, and facilitated the startup of the system.
- Customer Service Training: Customized our proven customer service training program and delivered the training to all company employees and contractors.
The company achieved the goal of increasing the overall level of customer service in the delivery of their products and services to a very demanding group of customers. The Salesforce.com system was used to manage the day to day business dealings of several of the units within the company, providing an effective tool to handle large amounts of data while documenting interactions with key customers.