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Implementing Omni-channel Communications For Better Customer Touchpoints

The client is the American multinational home improvement retailer , ranked as a top Fortune 500 company. And operate over 2,200 retail stores in all 50 states. The purpose is to keep customers engaged and satisfied while competing with online retailers. They approached us for a tailored solution that would allow their sales team to engage with customers via email, text, and phone calls all from within the Salesforce platform. We were able to provide a solution that fulfilled their requirements and assisted them in improving their customer communication experience.

We proposed our experienced Salesforce team to create a transformational roadmap to maximize their Salesforce investment, deliver the support by understanding the target customer  and behavioral insights across the channels. And integrated a robust cloud communications  platform.

Assessment

  • Brickred did a week exercise to investigate and understand the problem areas and then provided a transformational roadmap catering all their challenges.

Solution

  • Our  technical expertise provided a customised solution by extending Salesforce’s native capability by integrating Twilio, a robust cloud communications platform.

Implementation

  • Twilio Salesforce was deployed by installing specific Twilio packages from the AppExchange.
  • Twilio’s Messaging Service was integrated to allow interaction with customers using multiple communication APIs such as Voice, Web Chat, SMS, and WhatsApp.

Benefits

Why BrickRed Systems

The client can now manage the customer’s interactions with the service support staff.

Cross–platform application

Capable of tracking each client interaction and building data points.

Custom Application Development

Customer satisfaction has increased.

Why BrickRed Systems

Capable of making strategic business decisions.

Optimum utilization of the resources

Improved the overall brand in order to reach a larger customer base.

  • 100% Increased Cross-Channel Touchpoints
  • 50% Higher Brand Recall
  • Improved communications between internal team 50% 
  • ROI increased by 45%

Technology Used

SAP Concur

Cloud-based Solution

Training

Support

Contact us

Contact us

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    What Our Customers Say About Us

    BrickRed has been a great partner for H.H. Brown. They understand our needs and always develop solutions that focus on return on investment. Brickred has delivered great value with our software projects.

    Mike
    Director@H.H. Brown Shoe Company

    The technical and management people at BrickRed delivered a high quality solution on time and on budget. They are easy to work with and consistently kept us informed of the project status. Brickred shows a great commitment to customer satisfaction and it is a pleasure to work with them.

    Mr. Chand Bhandari
    SEO@SeattleAppLab

    I had a great experience working with Brickred Systems. With the team's attention to detail and great technical solutions, I won't hesitate to bring more projects in the future.

    Puja C
    Telus

    The Brickred team added such great value to our project with their work. From macro management to the micromanagement of the project, I am really happy with the determination to finish the project with perfection. Looking forward to working with the team again.

    Paul T
    Stanley Black & Decker

    Brickred Systems has delivered exceptional results in every challenging situation considering all the business requirements. I really appreciate the team for putting in all the hard work with such professionalism, and I will surely engage with them for my upcoming projects.

    Anand J
    Mativ

    The Brickred team is a very competent and professional group of Security Specialists who have demonstrated an ability to provide excellent results. We are extremely happy with our working relations with Brickred and look forward to engaging them on future projects.

    Katherine C
    Microsoft