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Countering Customer Churn with Case Management

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Our Salesforce AppExchange Score
4.7
5
As of May 13, 2021
Client
Contractor Nation
Industry
Professional Services
Employees
201-500
Implementation
Service Cloud
Client
Contractor Nation
Industry
Professional Services
Employees
201-500
Implementation
Service Cloud
Introduction

The client had been using Salesforce Sales Cloud, Pardot and an ERP for financial transactions with a custom portal for additional services. Reps were relying on manual processes for customer interactions and struggling to assess their customer’s journey due to data silos. Although teams excelled at reacting to and resolving customer concerns, they wanted to focus on anticipation and prevention.

Solution

Our consultants proposed integrating Salesforce Service Cloud with their ERP and custom portal to bring data together and give reps tools to be proactive in preventing churn and retaining customers. A Case Management solution would allow them to establish concise channels of communication with their customers, eliminate redundancies, and obtain more accurate data on individual relationships.

“The Nubik team did a phenomenal job. They were very knowledgeable and great at communicating solutions and the project’s progression. They were always able to answer our questions and performed exactly the way Salesforce said they would.”

PLACEHOLDER_Contractor_nation_Testimonial_image
Lou Bemer
Director of Technology
Contractor Nation
Results

By implementing Service Cloud into their existing Salesforce and ERP, account reps can now see where their efforts are going. Calls and emails are now logged and coordinated through Salesforce, work can clearly be tracked, and queues have now been set up to simplify interactions between reps and their customers.

About Our Client

Headquartered in Seymour, CT, Contractor Nation equips contractors in the home improvement industry with the resources and support they need to deliver consistently positive results to customers, employees, and stakeholders. Their services offered include leadership training, creative services, software development, website management and access to over 30 patented products.

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