Electric Vehicle Charging Company Leverages Salesforce Sales Cloud to Improve Customer Satisfaction

The Solution

The implementation of Sales Cloud was instrumental in helping the client improve customer satisfaction and convert leads. Web-to-Case and Email-to-Case were established to capture case information from the client’s website and their dedicated support email. The obtained case information was then automatically sorted and placed into a centralized database, giving the client’s agents a 360-degree view of their customers. Within Sales Cloud, Live Agent was implemented, allowing the client to start personalized live chats with customers to provide immediate support. Live Agent connects employees with a complete customer profile to respond to conversations or route the conversation to the right agent. The client’s sales team created a personalized sales journey for each customer by utilizing all of this. 

Sales Cloud Lead Management was implemented to help the client expand their customer base by identifying and converting leads. Lead Management lets the client track information about leads and creates a database with the most up-to-date contact information. The software is also equipped with lead tracking to see where a lead came from and view any relevant insight into the lead, allowing employees to convert more leads faster. 

The Sales Cloud OOTB applications Knowledge and Chatter were utilized to enhance employee productivity. Chatter established an organizational social network for secure employee collaboration that allowed them to share files and needed information quickly across departments demolishing silos. Chatter also helped the client drive employee engagement with team recognition and celebration. Knowledge was implemented to help the client’s agents easily identify all the support documents. The software also automatically sorted articles into different data categories building a better, more accessible structure for data and eliminating the time-consuming process of combing through records to find vital information. 

Lastly, Salesforce Social Studio was implemented. Social Studio gives the client access to relevant feedback across their marketing, service, and sales campaign with reporting tied to their social media accounts. In Social Studio, agents can create cases in Salesforce using social media handles, adding another layer to customer knowledge. The application gave the client’s marketing teams insight into customers’ changing needs and what marketing campaigns worked best, allowing them to drill down into the most profitable strategies.