Herff Jones may be an unquestioned leader in commemorative items, but they were experiencing a significant issue: their college division had a homegrown, legacy customer service system that did not support reporting, metrics, cases or insight into their customers.
Trifecta worked closely with the Herff Jones internal development team to integrate their customer-facing site with Salesforce, allowing them to collect accurate customer data. Then, Trifecta deployed Salesforce Knowledge to provide Herff Jones with a digital knowledge base, giving their service reps easy access from within Salesforce.
Our team 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.
With Salesforce Service Cloud, Herff Jones service representatives have better insight into their customer, and serving customer is easier and more efficient.
Custom dashboards and reporting on every level gives their teams more accurate customer information. They ability to automatically create and queue cases, search a knowledge base, and track customer information has enabled Herff Jones to provide exceptional customer service. Trifecta’s solutions made the service reps jobs easier, saving Herff Jones time and money.
Salesforce Service Cloud
Increased insights into Customers, faster and more efficient servicing, and a single source of accurate information, saving Herff Jones time and money.
