CXC adopts Salesforce and a new mindset to become more customer-centric

In its early years, CXC built out its own application stack to facilitate service delivery and manage processes like payroll. These applications had served the company’s own needs but were not always aligned to customer needs. As CXC came under new ownership in the last few years, it decided to move away from these legacy applications towards more customer-centric solutions that would allow it to scale.

Salesforce was ideal as it provided a single platform to manage all aspects of the customer lifecycle. So, the company made the decision to rollout Sales Cloud and has been expanding its use of Salesforce ever since.

“Salesforce has given us a single view of customers, and one platform to manage the relationships we have with them from end-to-end. It’s driven real efficiencies with employees having all the information they need in one place, rather than moving between applications or looking at two different screens,” said Sargent.

CXC was founded to help contractors manage their business affairs like tax and insurance. It remains committed to their success and one of its first priorities with Salesforce was improving their experience of onboarding. It has created a portal on Community Cloud that allows contractors to self-service and manage information like bank details and superannuation information. Using Marketing Cloud, CXC has also built out personalised journeys that inform contractors of everything they need to know before starting a job. This includes company policies as well as details more specific to their role, including who their manager will be.

This type of communication was sent by email and SMS in the past, but with Marketing Cloud, CXC can create journeys using a mix of touchpoints and multimedia. It can also survey contractors and engage with them via instant messaging.

“One of the things that we’re trying to do is bridge the gap between the experience of a permanent employee and that of a contractor, and make the process of getting started easier and more personal,” said Sargent. “Salesforce helps us by allowing us to give contractors the right information at the right time and interact with them in more meaningful ways.”

While the new streamlined experience and welcome journeys are designed to engage contractors, they also serve to benefit CXC corporate customers. They can trust contractors have the information they need to work effectively and in compliance with company policies before they arrive on site. Additionally, they know that they will have submitted all of the required paperwork and insurance.

CXC is providing a greater experience for these customers by using Heroku to integrate with systems used for timekeeping, expenses and employee referrals. This allows information to flow seamlessly from customers’ internal systems through to the systems used by CXC to manage processes like invoicing. In the future, CXC plans to develop a portal where customers can access this data and more related to contracted employees.

“Heroku has significantly improved the way we integrate with our customers’ systems and made it easier to extract data for payroll. It also satisfied the strict security requirements that some of our larger customers have in place,” said Sargent.

CXC is continuing to use Salesforce to support its customers in new and innovative ways. In addition to building out its customer portals, it wants to automate more processes surrounding contract management and customer service—the latter of which will involve the use of Service Cloud.

Technical and non-technical employees are working together on these projects, partially thanks to Trailhead. It’s gamified learning about Salesforce and allowed more people to get involved. The company is now considering the use of MyTrailhead to facilitate employee training and the adoption of internal processes.

“Trailhead has been an eye opener for me and one of the best things about Salesforce. It allows our non-technical teams to get involved in the design phase and apply their experience and understanding of customers. It helps us put customers at the centre of everything we do, which ultimately yields better outcomes,” said Sargent.