CASE STUDY
Streamlining Customer Service with Direct Order Queries using the Trade App
About The Client
The client is one of the largest listed companies in New Zealand, with a market capitalization of over NZ $2.8 billion. The company operates in six divisions: building products, distribution, concrete, residential, development and construction. They sell over 74,000 product lines from concrete to paint and plasterboard and are the manufacturers of frames and trusses from eight manufacturing plants nationwide.
Industry | Building Products
Solutions | SAP Commerce, Salesforce CRM
Location | New Zealand
Business Challenges
- The client wanted to maintain its market share in the building products industry by becoming the preferred choice for customers seeking convenience and efficiency in their transactions.
- To achieve this, they recognized the need to streamline their business processes and enhance customer service through technology.
- Specifically, they sought to drive adoption of their Trade App and Portal, positioning it as a pivotal tool for managing orders on the go.
- Additionally, they aimed to empower their staff by seamlessly integrating CRM functionalities, enabling them to deliver exceptional service.
Business Solutions
- Royal Cyber provided a solution to the client that enabled their customers to easily communicate with the Customer Service team directly within Salesforce.
- Through the 'My Orders' page, customers can handle order-related queries, request changes in delivery or pickup dates, and send messages without any hassles.
- Notifications for any responses to their requests are promptly sent to customers via email, in-app notifications, and portal notifications.
- This seamless interaction was made possible by integrating a Lightning Out component with SAP Commerce, ensuring that Lightning web components run smoothly within Salesforce.
Key Outcomes
Delivered Exceptional Customer Service with Quick Resolutions
Increased Customer Engagement, Retention and Loyalty
Reduced Time to Serve Customers
Promoted the Adoption of Digital Tools as a Service
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