Customer case
Swiss Sense is empowering their Customer Experience using Salesforce Service Cloud
Swiss Sense, a leading provider of high-quality bedding and sleep accessories, partnered with Nextview Consulting to improve their customer service experience. Nextview, a leading European Salesforce Boutique, worked closely with Swiss Sense to implement Salesforce Service Cloud, a comprehensive customer service platform designed to streamline support processes and provide a better experience for both customers and employees.
“I'm very impressed with our lead process that has advanced us in measuring and understanding our customers to help them to get the best out of our products.”
- Richard Voorburg - Customer Engagement & Experience, Swiss Sense
Swiss Sense's Journey towards a Customer-Centric Approach
Swiss Sense faced multiple challenges in their Customer Care department. Formerly, Customer Care agents had to use multiple tools to serve customers, making it difficult for new team members to get up to speed and resulting in unhappy employees and customers. Onboarding new employees took over six months, and with frequent job switches in this industry, the costs of training were expensive. Swiss Sense also lacked a true "customer 360" approach, having the customer information be the starting point of an interaction with Customer Care rather than the order. The goal was to increase customer knowledge, provide better-tailored content, and ultimately improve the overall customer journey.
Salesforce Sales Cloud was the ideal fit for Swiss Sense’s specific challenges
Nextview Consulting and Swiss Sense collaborated on a deep level to understand the right questions that needed to be asked. Salesforce Service Cloud was selected as the ideal solution for Swiss Sense's customer service needs. The implementation included a user-friendly interface designed for non-technical employees that is intuitive in its use and helps increase user adoption.
The solution included:
- Salesforce Service Cloud as the central system and single point of truth for Customer Care
- Salesforce Digital Engagement to allow customers to reach Swiss Sense over chat, Whatsapp & Facebook Messenger
- Salesforce Knowledge to facilitate a central repository for knowledge articles
The implementation of Salesforce Service Cloud by Nextview Consulting dramatically improved Swiss Sense's customer service operations.
Key results included:
- Reduced onboarding time by 66%, from 6 months to just 2 months.
- A central platform that covers 95% of customer service processes.
- Faster customer support with immediate access to relevant information.
- A significant increase in first contact resolution.
A big step in Swiss Sense’s commitment to achieve 100% customer satisfaction
Swiss Sense's partnership with Nextview Consulting and the implementation of Salesforce Service Cloud have led to greatly improved customer service experience. By streamlining processes, reducing onboarding time, and empowering their employees with better information, Swiss Sense has demonstrated their commitment to customer satisfaction and further solidified their position as a leading provider of high-quality sleep products.
