“We make a promise to deliver a responsive service 24/7/365. We can only keep that promise with the Salesforce platform.”
To drive even greater efficiency, Quintessentially Lifestyle has set up time-based alerts within Service Cloud to prompt and remind Lifestyle Managers about outstanding requests from its Members around the globe. “We are 100 percent service focused,” comments Drummond. “Our goal is to become the world’s leading luxury group in the service and lifestyle sector and to become an indispensible part of our Members’ lives.” The specialist knowledge of Quintessentially Lifestyle’s team will be key to achieving this goal. For example, its London Nightlife team know about new club openings months before they happen. Thanks to Salesforce Chatter, an enterprise social networking tool, these insights can now be shared instantly with hundreds of Quintessentially Lifestyle employees in 60-plus offices globally including London, New York, Dubai and Hong Kong. “Chatter’s instant messaging capabilities are awesome for a decentralised organisation like us,” says McBeth. “It’s been a real game-changer.” Lifestyle Managers can also subscribe to different news feeds to get regular updates on suppliers, services and venues that are relevant to their clients.