Mountain View Hearth Products Customer Success Story
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- 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.
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
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
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