Mountain View Hearth Products Customer Success Story

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“We migrated to Service Cloud to make it easier for our agents to troubleshoot and ultimately give our customers a better overall experience.”

- Nicolette Covey, Co-founder | Mountain View Hearth Products

 



Mountain View Hearth Products migrates from Desk to Service Cloud to streamline the warranty experience for customers.

Challenge
Ecommerce retail company needed a single place to track sales and support requests.
Warranty process disbursed across Google documents and required huge amount of paperwork from customer
Lacking integration with their new website platform, BigCommerce


Solution
Convert and track sales leads, returns and warranty requests, and general support inquiries using a single platform.
Killed Google documents and streamlined warranty process.
Improved agent work stream with Omni-Channel. Managers can monitor their teams real-time via Omni-Channel Supervisor


Results

  • Moved from a out-of-the-box tool to Service Cloud platform.

  • Able to clearly track sales leads using the leads object and warranty/support inquiries using the case object

  • Improved agent experience with handling new inquiries through Omni-Channel. Omni-Channel routes new leads and cases to agents without having to search for the list views manually for new records

  • Admins have a clear view of their team’s current workload through Omni-Channel Supervisor, which improves visibility and provides greater accountability

  • Improved agent experience with troubleshooting support cases using Knowledge. The suggested article feature in Service Cloud allows the customer service representatives to view and share the articles that are relevant to the support case

  • Future state: Phone integration to cut down call volume