Case Study: Large Restaurant Entity-Salesforce Sales/Service/Experience Clouds

An American chain store of bakery-cafe fast food restaurants with over 2,000 locations, all of which operate in 48 states, the District of Columbia and Canada. The restaurant offers a sit-down restaurants (some with drive-throughs) where customers can enjoy a variety of freshly made sandwiches on your choice of bread, accompanied by soup or salad.

PROBLEM

Sales team was using Salesforce, a better technology but the solution was designed poorly. Customer Support team was using Oracle RightNow but there were large gaps between the tool and the business processes.
Company used Salesforce’s older Classic instance and wanted to migrate to Lightning but did not have the resources to accomplish the migration.
Systems were not fully integrated leading to data quality issues, including the duplicate contacts and incidents / cases in Oracle RightNow.
No access to real time data at the Cafes and inability to transfer the cases to the individual Cafes.
Data quality issues caused inefficiency around overall case escalations.
Case Disposition and Training Duration increased the cost of the overall support organization
Inability to manage the capacity of the agents and skilled base case routing
No real time analytics and absence of one window to engage the supervisors
Customer facing knowledge content was not well organized and there was no ability to track the usage and effectiveness of the knowledge content

SOLUTION

Converted the Salesforce Org to Lightning
Implemented Experience Cloud for Cafe users
Implemented Salesforce Service Cloud to improve the overall business processes for Customer Support and Cafe teams.
Implemented Omni Channel and Guided Cases flows to minimize the Case Disposition duration and bring in efficiency and consistency.
Enabled the Support team to handle the cases through multiple communication channels, Phone, Email, Web, Chat and Social.
Integration with Outreach to synch customers data with Salesforce
Integration of Formstack forms with Salesforce for auto-creation of cases
Integration of Workday with Salesforce for synching user information for access management
Implemented Social Customer Services to handle customer queries under Case Management in Salesforce
Implemented Self Service Portal
Replaced Oracle RightNow, Avaya Softphone, and reporting using excel Pivot Tables

RESULTS

Lightning enhanced the sales team ability to pinpoint the customers they need to contact and increase their business, including the sales through Cafes.
The new Lightning platform eliminated some of the customizations, making their version of Salesforce easier to support and enhance.
Experience Cloud allowed Cafe users to help the Sales Team and the Support Team resolve the Cafe specific cases.
Improved overall business processes for Sales, Customer Support and Café teams.
Provided better control to the supervisor with smart case escalation process and live analytics (reports & dashboards) around over all support center KPIs.
Self Service Portal / Knowledgebase minimized the calls and let the customers find knowledge content efficiently, a whole step by step process to let the customer reach to the right document while troubleshooting the issue by themselves. This implementation helped to reduce the customer support cost significantly.
Improved data quality and added measures to avoid duplicate data in the system with the help of robust integration with the data warehouse.

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Sales Cloud	Service Cloud	Experience Cloud	Implementation