Founded in 1932, Breville delivers best-in-class kitchen appliances to over 70 countries worldwide.
The Challenge
To enable real-time visibility into global operations and enhance customer experience through a centralized CRM system and live chat solution.
The Solution
Persistent leveraged Salesforce to set up an integrated, one-stop solution that provides a 360-degree customer experience leading to faster support, better service and eventually, more business.
The Persistent team implemented Salesforce Service Cloud to improve service process efficiency and boost productivity of Breville’s call center agents. Using Lighting Service Console, support agents are able to anticipate what customers need and hence manage cases faster.
The solution tracks customer complaints received through multiple channels — web, social, phone, and manual — and assigns them to respective regional support teams. It also equips service agents with tools to create and handle cases from comments received on Breville’s social media channels.
Emails that the support teams receive are also auto-converted into cases and resolved quickly. Persistent also enabled a Live Chat window that allows customers located across four continents to interact with Breville support agents for resolving issues they face.
Persistent also created partner communities for retailers and service centers to facilitate an effective medium of communication between the client and its partners. Communities also helped in making
self-help tools available to third party vendors and service repairers.
By leveraging Salesforce AppExchange, integration with multiple carrier services was possible in line with the brand’s strategy of delivering innovation based on customer insights.
The Outcome
With end-to-end service cycle visibility, Breville can connect with customers across all locations through a single environment. Seamless, multi-channel customer support has enhanced user experience and resulted in an exponential increase in the brand’s digital presence. Intuitive, user friendly customer support system has improved service turnaround time and agent productivity.
