The Picnic team worked with implementation partner, Vaneigens, to integrate Salesforce with its main customer service channels: phone, email, social media, and WhatsApp. It then took management of the platform in-house.
“We used Salesforce Accelerators to learn about specific topics such as governance and telephony integration, and we have a great relationship with our Salesforce Customer Success Manager if we need any additional support,” commented Salamanca.
With Service Cloud, agents can now handle all customer cases from a central console, whether they’re in the office or working remotely. Meanwhile, supervisors have complete visibility of how the team is performing, and the system captures KPIs such as how much active time it takes to resolve each case.
Richer data doesn’t just help the service team perform better, it also plays a vital role in identifying the root cause of issues so the team can put measures in place to prevent them recurring.
If a high volume of cases mention that strawberries arrived damaged, for example, the team can check how they’re being stored and transported to make sure they’re not being stacked under heavier items.
“Salesforce means we can track trends and feed them back to suppliers to optimise the whole supply chain,” added Salamanca. “We’re not just solving problems for our customers, we’re actively invested in making every step of the process as seamless as possible.”