Case Study: Yearbook, Memorabilia, and Rings

Solution: Salesforce Service Cloud

A well-known and established market leader in the graduation jewelry and school yearbook markets. The enterprise deployed Salesforce to strengthen their technology solutions and centralize their operations around a robust, scalable platform.

Need: The enterprise was experiencing process duplication that required an expensive reporting process to provide leadership with accurate information on sales metrics. Process inconsistency and lack of reporting was a hurdle to leadership’s ability to develop timely, meaningful insights. Third party and home-grown solutions also existed leading to resource inefficiencies and difficulty in end-user training.

Approach: Demand Chain implemented Salesforce Service Cloud to three business units replacing paper, whiteboards, and a home-grown CRM. A Salesforce Live Agent implementation connected service agents to customer website interaction.

Result: Connected all company’s business units on a single platform allowing for a single view of customers across all product types. Eliminated redundant communication and manual systems. United independent sales teams. Corporate vision of MDM strategy realized via back-office integration.

OVERVIEW
Need: Needed a reporting process to provide leadership with accurate information on sales metrics.
Approach: Salesforce Service Cloud was implemented in three business units.
Result: Connected all company’s business units on a single platform allowing for a single view of customers across all product types.