Nearly a year ago, Desk.com's customer, TinderBox, made the decision to move from their old customer support solution to the Salesforce1 Platform where they immediately saw growth of their business. Their connected employees were able to solve problems faster and leverage expertise across the whole company as they all operated from a single platform.

TinderBox sells a cloud-based proposal automation solution. They found that B2B companies of all shapes and sizes are realizing that the sales cycle is the one of the greatest sources of inefficiencies within many organizations.

TinderBox is a market disrupter - or one of the first of its kind - as it takes a fragmented process and streamlines it all on one cloud-based software. In order to effectively sell this new new way of business their sales, support and marketing teams all need to be working off of one platform. Today, their entire business operates and grows off of the Salesforce1 Platform working with Salesforce solutions including: Desk.com, Sales Cloud, Data.com and Pardot.

How important is customer service to the success of TinderBox?

In the past, especially in the technology arena, companies could afford to churn their customers; bring their customers onboard once, feel confident that they would be lifelong users and make it an afterthought to provide superior customer service. Unfortunately, TinderBox does not have this luxury as a web-based subscription software. In order to drive revenue and successfully grow their business, it is essential to provide consistent, high-quality service across all departments in order to retain customers. Jesse Kurth comments:

"The foundation of our growth is our existing customer base and [customer service] is the most important thing that we do."

When did TinderBox first realize they needed a customer support solution and what were they looking for as they started to consider options?

Customer support began at TinderBox with Jesse as the single point of contact for all customer inquiries. At the time, it was a sustainable solution but as their customer base began to grow, a simple cell phone number and email inbox was no longer enough to help grow their business. They needed a a support process that was more efficient and could collaborate better with fellow agents to provide better customer service. Amanda Lester, Marketing Communications Specialist for TinderBox, began her career assisting in client success and the initial evaluation of a customer support solution. They needed a solution that could provide a knowledge base to solve repetitive questions and also wanted a way to scale Jesse and the growth of his team. Zendesk was the ether and had been recommended through word of mouth. Amanda acknowledged it was a good way to get TinderBox's feet wet but in the end, it would simply not be able to scale with the growth of their company.

Why did TinderBox switch to Desk.com? How was the transition moving from the old solution?

TinderBox was looking to scale even more than they had with their previous solution. Unfortunately, this old customer support app was not able move with the rapid growth of their company. Jesse comments:

"If we are going to continue building our organization, let's pick the system that is going to be growing with us now."

TinderBox operates on the Salesforce1 platform using products in marketing, product and sales. In order to give all of these departments insight into the customer, they wanted a solution that would bring them customer support from the Salesforce1 Platform. They wanted everyone in the organization to operate from a single cloud-based software and create a consistent experience for customers across all departments – when they go to their online support center, speak to sales representative, go to marketing, the customer is always known and cared for. Unfortunately, Zendesk did not provide that capability within their Salesforce organization which was then that they realized it was time to move to Salesforce's all-in-one customer support solution: Desk.com. Transitioning from Zendesk to Desk.com was extremely easy. TinderBox had built a lot of knowledge base articles and customer data and were blown away by how quickly and easily it was to migrate Zendesk data over to Desk.com. Namely Desk.com's Customer WOW team was a huge help in the transition.

How will the Salesforce1 Platform and Desk.com help TinderBox grow?

Every time you introduce a new product to an organization, there's always a layer of complexity that goes along with it. The more tools that you can introduce into your existing ecosystem, the easier and faster it is for the entire company. For this reason, TinderBox has placed the core of their business on the Salesforce1 Platform. Today, TinderBox's sales team is operating in the Sales Cloud and enriching their prospect information with Data.com. The marketing team engages leads and drives them through the funnel using Pardot. Finally, they bring provide amazing customer service using Desk.com.

"There is a large wave of cheers when a big deal comes through because EVERYONE can see it from the same platform."

This system in place is essential to providing the customer with a consistent experience and growing TinderBox's business.

Watch the webinar presented by Desk.com's CMO, Tony Kavanagh, and TinderBox's Director of Client Success, Jesse Kurth and Marketing Communication Specialist, Amanda Lester to learn how TinderBox grew their business.

Learn more about Desk.com here or click the button below to get started with Salesforce1.