SpotHero Customer Success Story
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- Nate Peace, Support Operations & Systems Manager | SpotHero
SpotHero Offers Hero-Worthy Service on Service Cloud
SpotHero, North America's leading parking reservation platform, wanted to adopt an enterprise service solution to integrate with their backend systems and reduce redundant tools.
After a year and a half on Desk.com, SpotHero selected Salesforce's Service Cloud as their scalable service platform. They transferred over 1.1MM cases and launched over a gradual three-weeks to their 60 agents, called Heroes, primarily offering B2C support via phone and email.
SpotHero is measuring their success through Agent Efficiency, Cross-Department Collaboration, and Scalability of the platform.
Agent Efficiency is saving SpotHero money! SpotHero measured an 11% improvement to Average Handle Time within the first two months of adopting Service Cloud; and, noticed training and onboarding time was reduced with the new solution, decreasing required training time by 20%.
They’ve increased the CSAT response rate on the platform by nearly 15%.
In the first few days, SpotHero recognized increased speed and visibility into what other departments were doing on the platform. Salesforce is their single source of truth.