Case Study: Online Higher Education Company

Digital Engagement Implementation

Sales Empowered to Text/SMS Contacts Directly from Salesforce

Client is an accredited online university dedicated to providing an exceptional, professionally aligned education.

CHALLENGE

Client’s B2B team members found that many of their client contacts preferred to communicate via text messages. Texts were often sent via employees’ personal cell phones and thus not captured within Salesforce. Client was interested in meeting its customers’ communications needs—providing a high-quality user experience while capturing all client contact within Salesforce.

SOLUTION

Demand Chain recommended implementation of Salesforce’s Digital Engagement product.  Digital Engagement enables service staff to reach customers across every digital channel – including mobile messaging, web chat, social networks and more — directly from Salesforce.  The implementation included:

• Implementation of Salesforce Digital Engagement
• Activation of SMS/texting capability via Omni-Channel
• An Omni-Channel Flow that intelligently routes incoming texts to reps based on the Contact owner
• A Supervisor View to provide real time visibility to service team members’ outreach/resolution actions.

RESULTS

Excellent communication between client and Demand Chain led to a smooth project implementation.  Client immediately benefitted from:

• Improved Quality Control – all engagement now captured in Salesforce, providing visibility and quality control
• Improved Speed to Contact – by adding additional communication channels with its B2B customers, Client can reach customers and resolve issues significantly faster than before.
• Engagement Tracking – with all communications now captured in Salesforce, client has a holistic view of outreach and engagement with customers.

CLIENT TESTIMONIAL

“Demand Chain helped us quickly identify a quality solution that perfectly addressed our needs. Implementation went flawlessly and our agents have quickly adopted to using the new capabilities offered by Digital Engagement.  It’s been a big win!”

Regional Director – Online Higher Education Company

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