SpotHero Customer Success Story

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"At SpotHero, we're experiencing rapid growth and Service Cloud is able to keep up. Through its custom objects integrated with our backend, Service Cloud fuels our Heroes with the information and power they need to help our customers."

- Nate Peace, Support Operations & Systems Manager | SpotHero






SpotHero Offers Hero-Worthy Service on Service Cloud

Challenge
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.

Solution
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.

Results

  • 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.