Marketing Cloud, Trailhead...
disguise puts customers in the spotlight with Salesforce
From live broadcasts to sell-out tours, the biggest names in entertainment are combining richer sounds with stunning visuals to thrill audiences all the way to the back row. And disguise is at the centre of the action. The Trailblazer combines innovative technology with seamless workflows to turn performances into showstoppers.
“Failure is not an option in our industry – we are committed to bring our customers’ visions to life,” said disguise’s CMO Christian Vaughan. “With Salesforce, we can enable creatives and technologists to wow the crowd at every show and make it easier for our customers to do business with us.”
disguise gears up for growth with Salesforce
A centralised platform maximises scalability and visibility.
Smarter sales intelligence boosts productivity.
Bringing the wow factor to customer service.
disguise also takes a proactive approach to customer service. “We survey both our customers and agents to get a full picture of the experience. It helps pinpoint where we need to make improvements,” said Vaughan. disguise already has a great reputation for customer service with a Net Promoter Score of 9.3.
Customer service agents use Service Cloud to triage and track 264 cases per month. Full visibility of a customer’s account, case history, and orders help to ensure queries are resolved quickly and efficiently. “Since deploying Service Cloud, we’ve seen a significant reduction in the time spent managing a customer case,” explained Vaughan. “There are also fewer dropped cases.”
Although most customers contact disguise by phone or email, offering omnichannel customer service is a key priority. “By leveraging the insights captured in Salesforce, we can identify which channels customers want to engage on and provide a more relevant and joined-up experience,” commented Vaughan.