Unifying Customer Experience
How InspireXT helped a leading Indian home furnishing brand overcome fragmented systems and service inefficiencies
Challenges
Our client is a leading Indian brand specialising in home furnishings and decor, including mattresses, pillows, and mattress toppers. Established in 1970, the brand is known for delivering comfort, durability, and value through high-quality products crafted with advanced technology. Their products are available in retail stores and online marketplaces across India.
- Limited Customer Information: Service agents could only view customer complaints, with key details like purchase history missing. Resolving returns and exchanges required switching to separate systems, slowing down response times.
- Scattered Communication Channels: Chat support and toll-free calls operated on different systems, making it hard for agents to provide a smooth and unified experience.
- No Complete Customer Profile: Customer data was spread across platforms, making it difficult to get a full view of the customer’s history and needs for personalised service.
- Inadequate Order and Feedback Management: Processes like order changes, warranties, and feedback collection were managed separately, limiting service efficiency and improvements.
- Lack of Cart: There was no system to capture and follow up on abandoned carts.
Solution
- Unified Customer and Order Data
Integrated Salesforce with the website and order system, allowing the service team to access all customer and order information in one place, speeding up issue resolution. - Centralised Communication
Combined chat support and toll-free calls into Salesforce, capturing all customer interactions in one place for easier tracking and better service. - Complete Customer Profile
A 360° view of the customer was created, giving agents access to orders, abandoned carts, cases, feedback, and call history in a single system for personalised service. - Streamlined Order Management and Feedback
Order changes, returns, and exchanges can now be managed directly within Salesforce. Customer feedback is automatically linked to cases, improving service quality. - Automated Warranty and Cart Recovery
Warranty registration is now integrated with Salesforce, automatically creating records and sending warranty details to customers. Abandoned carts are captured and followed up for conversion, and inventory checks are available for specific products.
Results
The solutions led to significant improvements:
- Enhanced agent performance analytics, faster response times, and a unified platform for all service requests.
- Increased efficiency in handling customer interactions, leading to higher customer satisfaction.
- Timely lead generation for the sales team, resulting in increased revenue and conversion rates.
- Improved audit trail for management with all customer contacts stored digitally and centrally.
The Opportunity
Our client is a leading Indian brand specialising in home furnishings and decor, including mattresses, pillows, and mattress toppers. Established in 1970, the brand is known for delivering comfort, durability, and value through high-quality products crafted with advanced technology. Their products are available in retail stores and online marketplaces across India.
- Limited Customer Information: Service agents could only view customer complaints, with key details like purchase history missing. Resolving returns and exchanges required switching to separate systems, slowing down response times.
- Scattered Communication Channels: Chat support and toll-free calls operated on different systems, making it hard for agents to provide a smooth and unified experience.
- No Complete Customer Profile: Customer data was spread across platforms, making it difficult to get a full view of the customer’s history and needs for personalised service.
- Inadequate Order and Feedback Management: Processes like order changes, warranties, and feedback collection were managed separately, limiting service efficiency and improvements.
- Lack of Cart: There was no system to capture and follow up on abandoned carts.
The Solution
- Unified Customer and Order Data
Integrated Salesforce with the website and order system, allowing the service team to access all customer and order information in one place, speeding up issue resolution. - Centralised Communication
Combined chat support and toll-free calls into Salesforce, capturing all customer interactions in one place for easier tracking and better service. - Complete Customer Profile
A 360° view of the customer was created, giving agents access to orders, abandoned carts, cases, feedback, and call history in a single system for personalised service. - Streamlined Order Management and Feedback
Order changes, returns, and exchanges can now be managed directly within Salesforce. Customer feedback is automatically linked to cases, improving service quality. - Automated Warranty and Cart Recovery
Warranty registration is now integrated with Salesforce, automatically creating records and sending warranty details to customers. Abandoned carts are captured and followed up for conversion, and inventory checks are available for specific products.
The Outcome
The solutions led to significant improvements:
- Enhanced agent performance analytics, faster response times, and a unified platform for all service requests.
- Increased efficiency in handling customer interactions, leading to higher customer satisfaction.
- Timely lead generation for the sales team, resulting in increased revenue and conversion rates.
- Improved audit trail for management with all customer contacts stored digitally and centrally.
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