Client
A renowned retailer with outlets in multiple geos, was using spreadsheets to assist agents in offering appeasements to their customers in lieu of even exchanges (which are costly to the company). The Customer Care team struggled with manual spreadsheet-based calculations, and approvals. Time taken for each appeasement, value mismatch of exchanges, burden on the customer care team, and cost, eventually impacted customer experience unfavorably.
D4Insight delivered an integrated Salesforce Lightning Web solution to automate and enhance the appeasement process, saving cost to the business, and simultaneously building customer loyalty.
The challenge
- Multiple spreadsheets and disparate data structures led to errors in reconciliation and impacted costs.
- Vanilla approach of consolidating workbooks, tables and VLOOKUPs with complex calculations didn’t work.
- Spreadsheet calculations sent for approval manually.
- Customer care agents struggle with multiple UI views.
The ask
Automate and integrate the information and functionalities from multiple spreadsheets, and disparate data structures, into an application within the CRM, for all frontline agents to use while assisting customers.
The solution
Information and functionalities from multiple spreadsheets and disparate data structures were integrated.
Implementing accurate rules for calculations, using Lightning Web Components.
Built a single-page application that was linked to customer cases, and tracked appeasement for sales orders.
Overrode all existing salesforce UIs like Electronic Data Interchange (EDI) page, and view page to avoid confusion for the customer agents.
Incorporated an automated approval process.
The result
-
- Automated appeasement approval process.
- Easy tracking of customer cases linked to appeasements.
- Business administrators could change calculation terms, and manage pricing changes without depending on a salesforce developer.
- Process efficiency and superior customer experience.
