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Implementing Salesforce to structure Alltricks' e-commerce customer service

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Consultant : Sandra Pomart
Category: Customer experience & CRM
Sector of activity : Ecommerce

Context

Alltricks, a leading e-commerce platform in the world of bicycles, used to manage its customer service using an in-house tool. The rapid growth of its business highlighted the limitations of this tool in terms of traceability, management and inter-team collaboration.

Solution

Support for the migration to Salesforce Service Cloud, with an approach focused on structuring the after-sales service processes, the quality of request processing and the adoption of the tool by the teams.

What has been done

  • Audit of existing uses and irritants on the support team side
  • Mapping of request types (products, deliveries, marketplace, returns, etc.)
  • Definition of processing flows, automated routing and prioritisation rules with the help of the Customer Service Manager
  • Contribution to the functional configuration with internal teams
  • Designing management and quality dashboards
  • Support for change management (training, start-up support)
 

This work was carried out as part of a salaried position at Alltricks.

Alltricks case study - Migrating to Salesforce

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