Implementing Salesforce to structure Alltricks' e-commerce customer service
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.
