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A leading outdoor apparel and equipment company

Bringing customer service into Salesforce

2× capacity

during peak season

Trackable

service cases

Ongoing

active partnership

Talk to an expert

A leading outdoor apparel and equipment company needed to improve customer support as its user base grew. Slow ticket resolution, scattered customer data, complex order tracking and limited self-service made it difficult to deliver a consistent customer experience.

Challenge

01

Support teams lacked a centralized view of customer requests, transactions and purchase-related issues.

02

Manual case routing and escalation slowed ticket resolution, especially during seasonal demand peaks.

03

The existing e-commerce experience did not provide the integrated self-service and knowledge support customers needed.

Solution

A Salesforce Service Cloud solution centralized case management and connected the e-commerce platform through APIs and OData, with custom routing, escalation, customer views and approval workflows.

Tech:

Salesforce Service CloudSalesforce APIODataE-commerce Integration

How we worked

01

Configured routing and escalation rules so each case reached the right support team and urgent issues were handled quickly.

02

Connected customer, order and transaction data to Service Cloud while synchronizing relevant Salesforce updates back to e-commerce.

03

Used a blended local and remote Agile team with Kanban, stand-ups, code reviews and retrospectives to refine the service workflow.

Result

Doubled case-processing capacity during peak periods.

Improved customer satisfaction through faster, more consistent responses.

Made every support case trackable and available for service evaluation.

Created a stronger foundation for self-service, order tracking and knowledge management.

Industry

Outdoor Apparel, E-commerce & Retail

Services

Salesforce DevelopmentSystem Integration

Technologies

Salesforce Service CloudSalesforce APIODataE-commerce Integration

Business Impact

Customer ExperienceService EfficiencyVisibility

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