Get your FREE 30-day trial.
Please complete all fields.
There are more mobile device users on the planet than ever before. A good chunk of them now depend on mophie to keep their smartphone or tablet charged all day.
Not only does the California-based designer and manufacturer pride itself on offering the #1 selling mobile battery case in North America, it also emphasizes exceptional sales and service, powered by the Salesforce1 Platform.
As mophie has grown, so has its need to accelerate and streamline backend processes, from how orders are fulfilled, to how customer service requests are answered. Never has this been more apparent than following the airing of its first Super Bowl commercial earlier this month, when there was a massive spike in people visiting mophie’s website. Fortunately, the company was prepared.
Keep reading to learn how and be sure to join us February 24th for the free webinar, mophie Extends Sales and Service with Force.com and Jitterbit.
Let’s flashback to 2009. mophie had just released a new product and demand was strong. It was time for the company to scale from one employee managing support in a spreadsheet to a more efficient option. mophie first leaned on Salesforce’s Service Cloud to handle a growing number of customer inquiries and respond to cases with speed.
But that wasn’t enough. Fueled by a flourishing mobile market, mophie also needed to streamline and accelerate back-office business processes to keep pace. With Force.com, mophie was able to extend Service Cloud, creating workflows to pull data out of SAP that indicated when a case needed replacement parts and then automated approvals to fulfill these orders quickly.
“Nothing else is as streamlined as Salesforce or has this built-in capacity,” says mophie IT manager, Charles Mercadal. “You can build a workflow to handle a common customer complaint, have it send an email, set a status, and send an outbound message.” As a result, mophie has seen a great improvement in customer response times.
Having flexible processes in place that scale has become vital for mophie, especially in cases of international growth and a sudden influx of customers, such as post-Super Bowl ad. “We don’t want to box ourselves in,” says Mercadal. “If we want to grow globally, and push our staff to deliver service at that level, we have to give them good tools.”
When the company opened offices in Hong Kong and the Netherlands last year, it realized it no longer made sense to ship every replacement part from its Michigan center. Because mophie had used Force.com to automate this process by connecting Jitterbit to SAP, it was able to make a few changes and have the updated workflow running in a few days, instead of several weeks.
Offering sample product is a key step of the company’s sales process. mophie is creating a custom object in Force.com to track and deliver samples to prospective customers. Manually going into Salesforce to get a daily report and then loading it into ERP will be replaced using a simple Jitterbit integration. The plan is to make sample requests, which reach 50 a day at times, available for automated approval via the Salesforce1 Mobile App, from wherever that sales rep is located.
Join us live Tuesday, February 24th, at 1 pm EST / 10 am PST, to learn more about how mophie Extends Sales and Service with Force.com and Jitterbit.
The free webinar will highlight:
How mophie used Force.com workflow, triggers, and approvals to accelerate complex business processes and connect to SAP.
How mophie’s IT team leaned on Force.com and Jitterbit to deliver on aggressive expansion targets.
Best practices for extending Sales and Service Cloud with Force.com.
Simply click the button to register.
