Reinforce Customer Relationships with Service Cloud

Trifecta assisted Sika in transforming their service experience from outdated to automated, increasing customer insights and expediting case management.

The Story

Background:

Founded in 1910, Sika is a specialty chemicals company with a leading position in the development and production of systems and products for the building sector and motor vehicle industry. Sika has subsidiaries in 100 countries around the world and manufactures in more than 300 facilities. They employ more than 25,000 people, who work to deliver reliable, innovative, and long-lasting solutions to customers in the construction, building, and manufacturing industries.

Challenge:

Sika experienced its most significant growth between 1990 and 2010. During this time, they founded dozens of subsidiaries, acquired more than 35 companies, and nearly doubled their workforce. This growth has only continued; since 2015, Sika has acquired an additional 25 companies, founded 11 new subsidies, and opened 44 new plants. Throughout this time of rapid expansion, their sales and service systems could not keep up. Employees were struggling with outdated systems that required manual data input and offered limited customer insight. Sika had no ability to see what their concrete producers were quoting and could not assist with facilitating the sales process. Trifecta’s challenge was to develop a solution that would streamline service activities, effectively handle case management, and provide management with visibility via reporting functionality.

Our Work

Strategy:

The Trifecta team started by implementing Salesforce Service Cloud with standard workflows, LiveAgent Chat, and SightCall. We then configured Service Console to give Sika a single-screen experience. Our team installed service dashboards that aligned with Sika’s needs to allow analytic capabilities for management. Trifecta utilized mobile app functionality to give Sika’s field reps the ability to create and view cases while working remotely using contact and account records.

Sika Website Cases

Enhanced Case Capabilities

Trifecta improved email-to-case and web-to-case capabilities by automating the creation of new cases and providing the customer with immediate feedback and a case number. Our built-in functionality proactively notifies Sika’s service reps about new cases, which allows service reps to engage the technical expertise of field reps via video chat.

Sika Service Console Desktop

The Results

Results:

Trifecta’s solution has improved Sika’s overall efficiency. Service reps have all customer information at their fingertips on a single screen, giving them a 360-degree view of their customer - even if they are outside of the office. Their executives are now able to create and view reports with ease. The implementation of Service Cloud took Sika from outdated to automated. Their team has reported a reduced rate of data errors, as well as a faster resolution time when cases do arise.

“Trifecta did a great job getting us up and running on Service Cloud quickly.”
Mike EstesSika