“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.”
Zedi drills down to take customer service to the next level.
Zedi has over 60 years of experience in North America helping oil and gas producers be more productive, profitable and sustainable. Recognized as one of the industry’s best workplaces, their combination of award-winning automation, field and professional services has set them apart from the competition. Rapid expansion through acquisitions and an increasing customer base took Zedi from a $29-million company in 2007 to a $115-million company today.
Strong customer service has always been a differentiator for Zedi and this fast growth left them using different technologies that couldn’t scale at the same rate as their expansion. This meant data like customer history or financial background was stored in different locations making it difficult for Sales Executives to gather timely information. The Customer Care team also had limited access to information from the field and sales teams which caused delays in helping customers find a solution quickly. Zedi saw an opportunity to partner with Salesforce and use technology that would provide a holistic view of the customer making their business more reliable, more accessible and ultimately more intimate.
“ 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.
Through the Salesforce Sales Cloud sales executives now have access to all customer information, in the office and remotely. This allows updates to accounts on the go so there is no longer a delay in sharing information internally. As a result, sales productivity has also increased due to a better ability to manage contacts and access real-time customer information and insights.
With the help of Salesforce, Zedi has taken great customer service and made it even better. With 22 offices in North America and plans to continue their expansion and service offerings, the company has more insight than ever before into their customer’s business and is better positioned to reach their goal of becoming a global leader in production management.