CHALLENGES
Shakey’s (SPAVI) understands that digital transformation is necessary to serve customers better today and this involves all business channels.
However, establishing SPAVI’s omnichannel is not an easy task especially with such established operations as theirs.
WHAT WE DID
AFD helped Shakey’s gain a single customer view with Salesforce as the ultimate omni-channel service solution. This allows them to engage with customers via Social, Email, Live Chat, and Website inquiries and record everything on Service Cloud.
Using Salesforce CRM, the team across the board are able to manage cases and address their guests on all channels.
This allowed Fonterra to pick up feedback from customers, understand what their competitors are doing, and measure the success of their offline marketing initiatives in the online landscape.
