Best Buy Canada
Best Buy Canada boosts customer experience ratings by building stronger relationships.
Best Buy Canada needs to keep differentiating its offerings to stay competitive in the dynamic retail and technology market. It’s already embracing artificial intelligence as part of its Assured Living initiative, which allows elderly people to live independently longer by leveraging smart technology. “Smart devices, such as a fridge or a seat sensor, can reveal a lot about a person’s habits,” said Hay-Sabourin, Senior Vice President of Ecommerce and Technology at Best Buy Canada. “We can use this information to alert caregivers and family members if their routine changes sufficiently to raise concern.”
Best Buy Canada puts customer relationships first.
“With Salesforce, we can serve our customers before and after a transaction, allowing us to put the customer at the center of our business, creating a connected, higher valued experience across customer touchpoints.”
Understanding customer needs drives greater satisfaction.
Best Buy Canada’s personalization efforts began with the deployment of Marketing Cloud in 2017 followed by deploying Service Cloud to 600 customer service agents in 2018. “With Service Cloud, the team can share knowledge and follow up cases more easily,” said Hay-Sabourin. “We want customers to be happy after their first contact.” And they are: Best Buy’s Net Promoter Score (NPS) has gone up 10% year-over-year since 2017.
The first-call resolution rate has also increased by 16% year-over-year in the same period. With Service Cloud, customer service agents have visibility into interactions across all channels, including phone, chat, and email. Every additional contact presents Best Buy Canada with a new opportunity to deepen the relationship.
“When customers provide feedback on their experience with Best Buy, we can use this to tailor future conversations,” said Irvine. “The better the experience, the more advocates we have to help promote our brand and increase our share of voice.”
Smarter appointment scheduling improves efficiency.
“With Field Service Lightning, we can optimize the efficiency of the team and improve the accuracy of when an agent is due to visit a customer,” said Irvine. “There are now fewer manual processes for our Geek Squad agents, which means they can spend more time helping customers resolve their technical issues.”
The Geek Squad also uses LogMeIn, a Salesforce AppExchange solution, to enable remote access and diagnostics on customer devices.
Best Buy Canada personalizes and prioritizes customer communications.
“With Marketing Cloud, we can send more relevant customer communications and at the right frequency,” said Hay-Sabourin. “It ensures different teams are not sending conflicting messages.”
Best Buy Canada grows its seller marketplace with Salesforce.
Best Buy Canada manages Marketplace leads via Sales Cloud, which has helped to boost conversion rates and unlock new insights. “Leads used to be tracked on a spreadsheet with limited insights into the prospect,” said Irvine. “With Sales Cloud, we can empower the business development team with the information they need to convert more leads into Marketplace accounts. It also helps to automate key processes, which boosts productivity and improves lead follow-up times.”
The information captured in Sales Cloud enables Best Buy Canada to deepen its relationship with Marketplace sellers and provide them with a better experience. Best Buy wants to extend this further by creating an online sellers’ community for sharing sales tips and onboarding information. “We want to keep growing Marketplace with more sellers and products to wow our customers,” said Hay-Sabourin. “With Community Cloud, we can encourage crowd learning across Marketplace.”