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Customers have more choices than ever before, which means companies can lose a customer with a click of a mouse. In order to differentiate from competitors, Flexera Software wanted to focus on the customer experience.
Like many companies experiencing growth, Flexera acquired several customer service tools for different departments and divisions, resulting in a disconnected customer experience. The company needed a complete customer view instead of a collection of islands.
Having previously used Salesforce Sales Cloud, Flexera turned to Salesforce Service Cloud to streamline and consolidate customer service and support processes, while providing greater visibility across customer relationships—and the results were astounding.
Here’s what you can learn from the Flexera Software ROI Case Study:
Moving to one centralized platform for customer support and service enabled Flexera Software to improve customer service and customer experience. With one single view of customer interactions, Flexera improved their real-time reporting and analytics for better decision making.
By consolidating customer service and support technologies on Service Cloud, Flexera was able to offer self-service; ultimately, reducing the number of inbound service requests for support engineers and managers.
Service Cloud is the central home for Flexera’s customer service information, so they now have a more complete and accessible picture of client interactions and progress. With information in one place and more options for customers to receive service, Flexera was able to drive faster issue resolution and increase client satisfaction.
Read the full report to learn more about how Salesforce Service Cloud helped Flexera cut costs, increase productivity, and improve customer experience.
