“Salesforce lets us keep a complete record of each individual’s unique preferences, so we can provide a customized experience and exceptional support at every touchpoint.”
“Delivering an amazing customer experience is our mantra,” says DUFL CEO Bill Rinehart. “Salesforce lets us keep a complete record of each individual’s unique needs, so we can provide a customized experience and exceptional support at every touchpoint.”
Just as DUFL enables customers to travel more and more easily, Salesforce has enabled the company to grow without growing pains. When DUFL customers register in the DUFL app, their account information is stored in Salesforce where support teams can access it quickly in a user-friendly format.
Sales Cloud helps DUFL track interactions and nurture leads so it can win more customers and forecast sales more effectively. Service Cloud lets support agents offer fast, helpful service and take advantage of plug-ins like CTI (Computer Telegraphy Integration) and translation to keep customers happy. Service Cloud’s case feed history makes it easy for the DUFL support team to reference the same solution the next time a customer has a similar issue — they now know exactly what to do the next time a broken heel comes their way.
Not only that, the DUFL team also uses Salesforce’s Desk.com to manage internal trouble tickets and service operations. Rinehart says, “The ease of use, flexibility, and transparency of Salesforce lets us focus on our core competencies and growing our business.”