It's not just sales that carry you forward in today's environment. With the constant threat of digital disruption, it’s all about the customer experience. Through smart technology choices and putting customers first, we’re leaping to that next level.”

Justin Maskey, Group General Manager IT
 

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.

As part of its broader service transformation, Vita Group is coaching employees to have deeper and richer customer conversations. Employee communities engages employees and makes them feel a part of the family, wherever they are.

The pace of business is much faster too with new processes and tools such as Form Assembly from the Salesforce App Cloud reducing the time and effort to log cases and validate data. Already, efficiency is improving with the time savings flowing directly into efforts to improve service. This journey is not over yet as Vita Group pushes to find new ways to deliver value and exceed expectations. It’s continuing to layer new services over the technology it provides and driving a customer experience that’s about education and enablement.

"It's not just sales that carry you forward in today's environment. With the constant threat of digital disruption, it’s all about the customer experience. Through smart technology choices and putting customers first, we’re leaping to that next level,” said Justin.

 
 
Financial Services, Sales Cloud, Service Cloud, Community Cloud
High Tech, Sales Cloud, Service Cloud, Midmarket
Financial Services, Salesforce Mobile App, Service Cloud, Midmarket

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