{"id":55024,"date":"2022-03-22T08:57:00","date_gmt":"2022-03-22T15:57:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=55024"},"modified":"2022-11-04T09:46:23","modified_gmt":"2022-11-04T16:46:23","slug":"intuits-salesforce-and-slack-powered-digital-hq-helped-boost-customer-service-ratings-by-12-heres-how","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/intuits-salesforce-and-slack-powered-digital-hq-helped-boost-customer-service-ratings-by-12-heres-how\/","title":{"rendered":"Intuit\u2019s Salesforce and Slack-Powered Digital HQ Helped Boost Customer Service Ratings by 12% \u2014 Here\u2019s How"},"content":{"rendered":"\n

With 100 million global customers, Intuit, the global technology platform behind products like QuickBooks, MailChimp, TurboTax, and Mint, is focused on using technology to simplify people\u2019s lives and give them confidence in their business decisions.<\/p>\n\n\n\n

For the past decade, Intuit has used Salesforce Sales Cloud<\/a>, Service Cloud<\/a>, and Marketing Cloud<\/a> to help its more than 14,000 employees deliver a unified experience that puts the customer first. By adding the power of Slack, Intuit has made it even easier for team members to collaborate and solve customer problems, saving time and boosting satisfaction \u2013 especially during tax season. <\/p>\n\n\n\n

We sat down with Gabrielle Dracopoulos, Intuit\u2019s Head of Customer Success and Experience, to learn how Salesforce and Slack together are helping the company build its digital HQ \u2014 the platform teams need to connect everyone across the business and deliver a meaningful customer experience from anywhere. <\/p>\n\n\n\n

Q: What are your priorities as Intuit\u2019s Head of Customer Success and Experience? <\/h3>\n\n\n\n

At Intuit, our main goal is to ensure we can provide the support small business owners and operators need to focus on their business, not their books. We want them to realize the value of their investment over the long term.<\/p>\n\n\n\n

Day to day, I look after four key functions: human-to-human support via phone and chat; digital self-service experiences; our quality and learning department; and the customer experience organization, which maps the customer journey end to end and helps design our products and interaction experiences.<\/p>\n\n\n\n

Q: What\u2019s your vision for a digital HQ?<\/h3>\n\n\n\n

To me, a digital headquarters means providing employees with the technology they need to innovate, collaborate, and stay connected to do their jobs as effectively as possible.<\/p>\n\n\n\n

We are going to be working in a hybrid world. A digital headquarters means centralizing customer data and providing team members with intuitive tools that allow them to be just as productive outside of the office as they are inside \u2014 from anywhere in the world. Integrating Salesforce and Slack has been key to accomplishing this \u2014 it\u2019s how we store information, build a 360-degree view of the customer, and enable collaboration across our organization.<\/p>\n\n\n\n

Q: How is Salesforce helping Intuit deliver on its mission?<\/h3>\n\n\n\n

For Australia, Mexico, and Brazil, which are still emerging markets for Intuit, amplifying our brand there was the priority. Marketing Cloud has allowed us to store customer information in one place and get campaigns out the door in a consistent and collective fashion. As part of our Signature Success Plan, Proactive Monitoring ensures customers don\u2019t miss important emails from us, especially around tax time, and gives early notice of any issues so we can resolve them quickly without disruption.<\/p>\n\n\n\n

Service Cloud has given our agents a unified view of each customer, allowing them to offer relevant guidance and easily reference a knowledge base. And Sales Cloud has helped us capture the sales funnel, from lead gen to acquisition and beyond, allowing sales representatives to become more productive and focus on customer solutions. We also use Tableau to visualize our data and allow everyone, not just data scientists, the opportunity to tell a story with that information. <\/p>\n\n\n\n

In 2019, our U.S. team worked with Salesforce Professional Services on a five-week evaluation across our sales and service teams to create a plan to unify our customer-facing teams through these digital solutions. The output was a streamlined operating model that improved our business processes, eased the rollout of new products, and gave our sales and service teams a unified view of customer data.<\/p>\n\n\n\n

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