Streamlining Service Agents’ Efficiency and Processes via Salesforce Sales Cloud Integrations

Overview

Candere was established with a visionary objective to disrupt conventional shopping paradigms and provide online shoppers access to impeccably crafted, high-quality jewelry.

The concept of an online showroom with personalized options emerged as a response to an unmet need in the offline market. Candere embarked on its transformative journey, determined to dispel the notion that diamonds are solely reserved for the affluent elite.

Challenges

• Unaligned customer data: Storing Zopim Chat communication in Salesforce Database proved a challenging endeavor for them.
• Difficulty in lead conversion: The challenge of accurately assigning leads to sales personnel based on skill sets and territories hindered efficient lead nurturing and conversion.
• Mismanaged communication channels: The team faced difficulties in implementation and maintaining effective email automation, email-to-case conversion and establishing efficient communication channel.