“ Customers want their issues resolved correctly the first time. We needed a system that would better enable us to do this for our customers.”
Zedi knew that in order to continue to expand, they needed to take that customer service experience to the next level. “Customers want their issues resolved correctly the first time,” said James Freeman, Chief Technology Officer, Zedi. “We needed a system that would better enable us to do this for our customers. We needed to introduce technology that would help us create more connected relationships with our customers and make us even easier to work with whenever and wherever our customers need us.”
By adding Salesforce Service Cloud, Zedi has fulfilled this vision with a single view of the customer that in turn has armed their Marketing, Sales and Service teams with relevant and accurate data. Service Cloud now provides a detailed view of all their customers’ activities including repairs, warranties, sales transactions, collections in progress, hardware assets, contractor data and more. This has reduced service times and increased first-call resolution allowing Zedi to continue to provide industry-leading customer service.