Case Studies
Sales
A mid-sized bicycle company would like to grow its business, attracting new customers while improving the overall sales process to streamline quotes, orders, & invoicing.
The company would like to focus on the following initiatives:
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Tracking of advertising spend where the company needs the ability to directly correlate sales to the money spent attracting the customer to the product
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Creation of customer landing pages should be standardized and all leads should be processed consistently regardless of marketing or social media platform
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Sales opportunities should be stored within a CRM so the company can continue to nurture customers with future promotions
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Revamp how quotes are generated for customers along with the processing of sales orders
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Communication channels should be established to help with advertising campaigns and with supporting transactional events like payment & order confirmations
Support
A mid-sized bicycle company would like to deliver the highest level of customer service by providing its customers the ability to initiate cases from the web, phone, or email while instituting service-level agreements ensuring each case is resolved appropriately.
The company would like to focus on the following initiatives:
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Create system to allow customers to create cases from the web, phone, or email and have those cases automatically assign to the appropriate queue based on the category of the issue
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Build a knowledge article repository for common issues and resolutions so customers have the ability to resolve issues on their own
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Create standard working hours for support teams
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Service-level agreements should be established to track how long cases remain unresolved and alerts should trigger when cases are about to expire
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Charts and dashboards should be created to allow proper support agent management