Recollective reinvents the customer experience with Salesforce
Find out how Recollective is supporting 65% year-on-year growth with Salesforce.
Table of Contents
1. Increase understanding of customers and sales.
2. Simplify quote creation.
3. Streamline finance and billing activities.
4. Enhance customer service.
5. Continuously improve processes and practices.
Not content to rest on its laurels, Recollective is continuously improving its customer experience with a programme of optimization. “As a software company, we have to stay at the forefront to be competitive,” says Thompson. “Customer experience underpins our growth, so we’re constantly looking for new ways to automate and streamline interactions so they deliver greater value for the customer and efficiency for us as we scale up.”
For example, Recollective’s implementation and research services teams now use an integrated project management solution from the Salesforce AppExchange to simplify time tracking and resource management.
Next on the agenda, Recollective plans to rollout a premium telephone support option and integrated web conferencing to provide a more collaborative issue resolution environment. It’s also exploring online training solutions to help customers to get up to speed on its platform faster, and ecommerce solutions to simplify procurement and onboarding.
“Regardless of how complex and unique our business processes are, Salesforce offers the robustness and flexibility we need to make it easier for our customers to do business with us,” concludes Nguyen. “With data and productivity tools in one place, we can identify inefficiencies and design new processes so we can continue to offer our customers a leading-edge research platform and a great experience.”