Service Cloud Solves a Major Hardware Store’s Service Issues

Service Cloud Solves a Major Hardware Store’s Service Issues

Client Success Snapshot

Client Profile:

  • Overview: A home improvement retailer supplying products and services
  • Industry: Retail (Home Improvement Tools & Services)
  • Team Size: 500,000+
  • Annual Revenue: US$ 2.9 billion
  • Headquarters: Atlanta, GA
  • Markets: Global, USA, and Mexico

The Challenge

The company wanted a complete view of every contractor, customer, and project — and for this information to be accessible to all front-line staff. Too often, a customer would file a complaint involving a contractor but couldn’t remember the contractor’s name and no longer had any paperwork to support their case.


Gerent's Approach

Gerent rolled out Service Cloud to create a database framework that would record all project details, including contractor and customer information. The proper contractor was assigned to each project, as well as a mechanism to track the progress of projects. In addition, Gerent created a portal that contractors could use to see which projects had been assigned to them, along with other pertinent details. Gerent also built a convenient customer feedback system.


Key Outcomes

The project’s completion has given the company a vital tool in its ongoing mission to provide the best in customer care while maintaining customer retention. Today, customers get more flexibility; they are able to lodge issues via an online form, or by simply calling the store. This provided the company an opportunity to provide the best in customer care and thereby increase its customer retention.


Client Success Story

It’s not unusual for companies to sell a product while offering a service element. In these cases, sales and service are joined at the hip. One of the most illustrative examples of this is in the home improvement segment. Whether a consumer buys a new home or a resale, at some point they will want to make improvements. This means a trip to one of the big-box do-it-yourself stores that dot the nation.

Tracking Projects, Contractors, and  Complaints

However, there are plenty of people for whom it’s all too much. They just don’t want to invest the time or effort into a project and would rather hire a professional to do the job. The retailer recognized the need to have a running supply of contractors to support its customers. However, problems can arise when a contractor and customer fail to see eye-to-eye. When a customer is dissatisfied with a contractor’s quality of work, the buck will come back to stop with the store.

A leading big-box DIY store dealt with this issue and was frequently in the dark as to how to provide the best solution. Many times, a customer would file a complaint involving a contractor, but couldn’t remember the contractor’s name and no longer had any paperwork to support their case. The company wanted a complete view of the contractor, customer, and project — and for this information to be accessible to all front-line staff.

Service Cloud to the Rescue

After a thorough consultation with Gerent, the client decided to undergo a Salesforce implementation. 

Service Cloud would be rolled out, with the aim of achieving several goals:‍

  • Creating a database framework to record all projects, including contractor and customer information
  • Assigning the proper contractor to each project and providing the means to track the progress of each project
  • Creating a portal so contractors could see what projects they were assigned to, along with other pertinent details

A Successful Implementation

With Service Cloud, contractors can effortlessly communicate with the retailer through a web-based form. They can provide details on project resolution, and follow up on or close cases — giving the store a full view of what has transpired. To add, Service Cloud allows customers to submit complaints via email, through an online form or by calling the store. Their complaints then automatically generate cases that can be traced. Ultimately, Gerent enabled the company to provide the best customer care and thereby increase customer retention.

Contact Gerent today to find out how we can help your business achieve its ideal future state!

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