Retail Decisions greatly reduces the time taken to deal with customer queries and offers a much enhanced customer support by using Salesforce CRM Enterprise Edition

Challenge

• Retail Decisions works with a number of blue chip clients globally, offering fraud prevention and payment processing services for high street, web, call centre and mail order transactions.
• The company was providing support via an email mailbox, which across the Europe and the US typically received more than one hundred email messages per day.
• There was no formal structure to how these emails were processed, and so it was difficult to know who was dealing with a specific customer query, which sometimes resulted in duplication of effort or delayed responses to customers.
• Emails were being dealt with on a “first come, first served” basis, with limited control over the prioritisation of queri

Solution

• Retail Decisions decided to use Salesforce CRM Enterprise Edition across the organisation and took out 83 licenses. Eight of these were used for support
• Salesforce CRM Enterprise Edition enabled the company to roll out a system that is used by everyone and with all information in one place.
• Salesforce CRM Enterprise Edition opened the way to greater collaboration across the company, with both sales and support teams working together more closely.
• Retail Decisions has rolled out Salesforce CRM Enterprise Edition to its European and US offices, with a plan to also use it in the company’s Australian office and other new geographies as these markets grow.
  

Results

• The support team can now deal with customer queries more quickly. Greater efficiency has meant less escalation and a higher level of service offered to customers.

• On average, customer queries are processed within twelve hours, compared with timescales that could be up to a week under the older system 

• Emails are now being handled with a much greater degree of control as all relevant information is in one place.

• Whenever a customer emails a query to the ReD support team, they receive an automated response with an assigned case number. This greater customer visibility has increased customer satisfaction.