Salesforce Service Cloud Implementation

Trifecta replaced a legacy service system with a modern, efficient and scalable Service Cloud solution.

Herff Jones

Their Challenge

While Herff Jones is an unquestioned leader in producing commemorative items, it had one significant issue. Its College Division had a homegrown, legacy customer service system that did not support reporting, metrics, cases or insight into their customers.

Trifecta leveraged its Salesforce expertise in order to implement and configure Service Cloud.
Herff Service Cloud Desktop

Website Integration

In order for Herff Jones to collect accurate customer data, we worked with their internal development team to integrate their customer-facing website with Salesforce.

Upgraded Tools

Herff Jones’ existing knowledge base consisted of paper. So we deployed Salesforce Knowledge to provide them with a digital knowledge base that is easy for their service reps to access right within Salesforce.

Case Capabilities

We set up email-to-case and web-to-case functionalities, making it significantly easier for Herff Jones’ customers to create service cases on their website. We also upgraded their phone system to facilitate CTI integration.

Service reps now enjoy an unprecedented 360-degree view of their customers.
Herff Jones Service Cloud KpiCustom dashboards give Herff Jones' management and reps the ability to track metrics.

Results

Automated case creation, a searchable knowledge base, and customer tracking enabled Herff Jones to provide exceptional service, easier and more efficiently.

“Working with Trifecta has been great. They absolutely understood our needs and made the transition great. Our service team is working with Service Cloud wonderfully.”
Pastel DardenCustomer Service Manager, Herff Jones