The company implemented Sales Cloud and Service Cloud in 2014, replacing more than 80 legacy CRM systems. Now sales and support agents can quickly see a customer’s complete interaction history with the company, including products they’ve purchased and challenges they’ve faced.
Pearson’s next goal was improving self-service options for customers, many of whom were young adults who wanted to find answers online instead of calling a customer service line.
The company partnered with a Salesforce Professional Services program architect, who helped Pearson improve the quality of its knowledge base articles so customers could find answers on their own. The architect also helped implement a self-help wizard to show customers solutions directly within Pearson products. As a result, 50% of calls and chats were resolved through self-help, instead of more expensive and time-consuming interactions with support agents.
Pearson continues to innovate with Salesforce to better serve customers. The company reviews Salesforce data to identify challenges customers frequently encounter, then improves product designs to eliminate those concerns. Pearson is also experimenting with artificial intelligence, piloting a program using Einstein chatbots to help customers with their top support request — resetting passwords.