Vita Group is one of Australia’s most successful retailers. Starting over 20 years ago with a single mobile phone shop on the Gold Coast under the brand Fone Zone, through its vibrant culture and focus on people and customers first, Vita has grown into a publicly listed organisation that operates five brands across three key categories.
Core to the group is its information and communication technology (ICT) channel that includes more than 125 Telstra retail stores and business centres and Vita’s own enterprise brand, Vita Enterprise Solutions. It’s in the Business ICT channels that Salesforce has been able to deliver the greatest value.
Through the use of Sales Cloud, Vita Group has the ability to track pipeline and manage deals more effectively. Both enterprise and small-to-medium business sales reps are more mobile and productive. They have information in the palm of their hand to sell smarter.
But there’s only so far you can push the sales lever before reaching your limit. Knowing that, Vita Group looked to the Service Cloud as a way to offer a differentiated customer experience and jump to that next level.
“Our people and customers are everything to our business and adopting Service Cloud was as much about enabling our employees as it was about excelling in service,” said Justin Maskey, Group General Manager IT, Vita Group. “We’re committed to giving our people the tools and support they need to really get at the heart of the customer. This is more important than just worrying about average handling times.”
Service Cloud has empowered Vita Group to deliver a consistent customer experience across its different Business ICT channels and shared services brands. It’s replaced disparate systems with a single source of truth and friction-free processes. Customer queries flow into a single queue and are handled swiftly according to SLAs.
Vita Group’s vision is for service agents to have an instant and detailed view of each customer before they pick up the phone. Interactions start with a warm, personalised greeting as opposed to an impersonal request for account details and history. Service is more individualised, taking into account where a customer is at in their journey.
With the adoption of Analytics Cloud, Vita Group has been able to take this service to the next level. It gives the sales and service teams the insights they need to be more proactive while helping management to identify trends.
“Salesforce connects all of our customer touchpoints, helping us view everything we do from the customer perspective. Staying on this trajectory, it’s almost impossible not to succeed,” said Justin.