About Our Client
Marketing Cloud, Sales Cloud, Service Cloud, and Experience Cloud managed services for a market leader in the design, development, and marketing of electric vehicle (EV) charging systems.
Business Challenges
- Inconsistent customer experience across sales, customer service, and marketing interactions.
- Delayed customer support response times impacting customer experience.
- Inconsistent marketing communications to businesses, fleets, and consumers.
- Poor data quality as a of result of inconsistent data collection processes.
Our Solution
- Implemented a branded customer portal with Salesforce Experience Cloud to enhance customer experience.
- Configured profile-based personalization on Experience Cloud for Customers.
- Documented customer journeys and set up Marketing Cloud Email journeys for customers, businesses, and fleets.
- Centralized and automated customer service processes across the customer base with Service Cloud.
- Implemented Sales Cloud and automation features which centralized sales processes for sales and indirect sales groups.
- Configured dashboards and reports, which brought visibility.
Value Delivered
- Improved customer experience with consistent and personalized experiences for customers, businesses, and fleets.
- Increased Marketing Cloud adoption by 75%, driving improved personalization with customers, businesses, and fleets Reduced customer support resolution times by 10%.
- Improved sales efficiencies by 15%, automating manual selling tasks Standardized data collection methods with improved data quality.
