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Improved support services and data storage logic for a cleaning services provider
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The company has been providing cleaning services in the market for over 25 years and has a fast-growing business in 7 cities in Sweden. The main areas of operation include cleaning, moving, and gardening. The company's motto is to simplify people's everyday lives by offering various services in their homes. The company has a workforce of 2000 employees.
Client
- Service Cloud
- Mobile App Development
Salesforce Solutions
Household services
Industry
- The inconvenience of using the application due to different settings for different cities
- A complicated logic in data storage
- Long customer service response time
- A lack of ability to track the previous activity
- Huge legacy custom API with a lot of issues
Challenges Outline
>2 years
Duration
1 Salesforce Developer
Vimera Team
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Business Goals
- Collect, store and be able to quickly access customer and order information
- Have the ability to monitor the performance of service agents
- Improve technical support
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Challenges
Solutions
The list of services provided varied from city to city, and different app settings were used in each city. This caused inconvenience and confusion, especially when a neighboring area was responsible for service in a certain area.
The complicated logic used in data storage made it difficult for employees to quickly find the necessary information about the order, such as the customer's name, address, and the required type of service.
Customers had to wait for 2-3 weeks for a response from tech support, which affected their level of satisfaction with the company's services.
It was challenging for the agent providing the service to track previous activity on the client in the app. For instance, taking into account comments from the previous cleaning or seeing important notes left by another agent 2-3 cleaning jobs ago. This made it harder for agents to get an "over the top" rating for their work.
There was no automated tool to control the start and end of work. Some clients complained about agents being late, which was impossible to check. This led to customer complaints that had to be dealt with.
Huge legacy custom API with a lot of issues, without documentation or standardization.
The complicated logic used in data storage made it difficult for employees to quickly find the necessary information about the order, such as the customer's name, address, and the required type of service.
Customers had to wait for 2-3 weeks for a response from tech support, which affected their level of satisfaction with the company's services.
It was challenging for the agent providing the service to track previous activity on the client in the app. For instance, taking into account comments from the previous cleaning or seeing important notes left by another agent 2-3 cleaning jobs ago. This made it harder for agents to get an "over the top" rating for their work.
There was no automated tool to control the start and end of work. Some clients complained about agents being late, which was impossible to check. This led to customer complaints that had to be dealt with.
Huge legacy custom API with a lot of issues, without documentation or standardization.
A new data storage logic has been implemented for all cities, allowing for easy access to information through a single query to a common database instead of multiple queries to separate services.
All necessary order information, including address, customer name, and required service type, can now be retrieved in under 2 seconds.
Technical support responsibilities have been distributed among the development team, resulting in inquiries being answered within 1-2 business days. Previously, a single developer was responsible for technical support along with other duties.
Vimera's developers have created a custom component that allows agents to view client information and saves agent settings to prioritize previously found information. This enables agents to proactively anticipate customer requests and use previously entered information.
A Salesforce mobile app enhancement has been developed for agents, featuring check-in/check-out functions that become available at a certain distance from the customer. This allows for analytics on agents and reduces complaints due to tardiness.
Fresh version of REST API with streamlined and documented code for totally new mobile app for customers.
All necessary order information, including address, customer name, and required service type, can now be retrieved in under 2 seconds.
Technical support responsibilities have been distributed among the development team, resulting in inquiries being answered within 1-2 business days. Previously, a single developer was responsible for technical support along with other duties.
Vimera's developers have created a custom component that allows agents to view client information and saves agent settings to prioritize previously found information. This enables agents to proactively anticipate customer requests and use previously entered information.
A Salesforce mobile app enhancement has been developed for agents, featuring check-in/check-out functions that become available at a certain distance from the customer. This allows for analytics on agents and reduces complaints due to tardiness.
Fresh version of REST API with streamlined and documented code for totally new mobile app for customers.
Service
Support
API
Support
API
2
1
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Results
Agents' productivity increased by 15% due to easier collection of client information.
Overall customer satisfaction (NPS) with the service increased by 18% due to the quick technical support, the lack of tardiness by agents, and basing on the customers’ feedback.
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Testimonial
We hired Vimera to help build a strong and capable cross-functional Salesforce team. Our goal was to have teams that could manage the Salesforce backend for an Employee app, a Customer app, and a web page, as well as a scheduling and dispatch system within Salesforce. We are satisfied with the development teams capabilities in Salesforce development and Marketing Cloud competencies. They have helped us build a better platform continuously and continues to be our near-shore partner.
Daniel Embretsen
CRM Manager
Household Services Company
Stockholm, Sweden
CRM Manager
Household Services Company
Stockholm, Sweden
Discuss your task with our team
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Salesforce Consulting & System Architecture
Salesforce Integration
Salesforce Org Audit
Salesforce Org Support
Salesforce Quick Start
Salesforce AppExchange Applications Development
Data Management & Migration
Migration to Salesforce Lightning