Achieve Exceptional, Streamlined Service with Salesforce
The Story
Background
Herff Jones is the leading provider of graduation and recognition products and services, designed to inspire student achievement. Their products include class rings, graduation regalia, jewelry and yearbooks, as well as motivation and recognition tools and resources. Focused on building long-term relationships through a nationwide network of more than 2,000 employees and representatives, the professionals at Herff Jones have been helping elevate the student experience for nearly 100 years.
Challenge
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.
Our Work
Trifecta leveraged our Salesforce expertise in order to implement and configure Service Cloud.
Strategy
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.
The Results
Results:
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.
“Working with Trifecta has been great. They absolutely understood our needs and made the transition great. Our service team is working with Salesforce Service Cloud wonderfully.”