“If you have an ever-growing customer base and a vision to expand, fool-proofing your brand’s user experience and customer service is quintessential. And we helped our client achieve just that, with a Salesforce Service Cloud Implementation and Customization”.

Salesforce Crest Partner - Salesforce Gold Partner - ETG Digital
Salesforce Global Strategic Partner - ETG Digital

About the Client

Our client’s brand was founded in 1989 in Alabama. Since then, they grew to over 340 locations in the Southeast and Texas. The ever growing brand even caught the attention of external investors like Altamont Capital Partners in 2012 which helped them drive their growth further. Keeping true to their business motto “Here to Serve” our client kept their unwavering focus on serving the community which helped them achieve a base of loyal customers throughout the United States of America.  

But as always with every growth story comes their own share of challenges and this was where our paths crossed.  

Challenges our client faced

  • Drop in quality of customer service which was always the mainstay of our client’s business.  
  • Opacity in visibility of customer tickets & order status 
  • Improper setup for customer escalations which led to queuing up of orders & customer inquiries 

Outcome

Reduction in errors caused due to double entries & manual data handling.

79% increase in efficient handling of customer service requests

86% reduction in the wait time for customers to get their queries handled

Services

Commerce

Transform your business and customer relationships by creating seamless commerce experiences online, in-store, and everywhere people want to shop. ETG is a strategic Salesforce Commerce Cloud Implementation Partner delivering B2B and B2C commerce solutions.

Integrations

Strategic business outcomes, technology optimization and ongoing organization enablement are key drivers of our ETG enterprise IT integration services and microservices consulting, designed to achieve customer success.

Managed Services

World-class Software Development and Managed Services with 20 years of Custom Software, Next-Generation Application Maintenance, and Support Services. We bring our impressive portfolio of skills in multiple platforms and industries to every project

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