SilencerCo had no formal system in place for tracking support tickets and was not able to track any metrics associated with support requests. New support requests were submitted via email and telephone and frequently only tracked on sticky notes. Customer and prospect data was not being shared between the groups (sales, support, and marketing) since it was stored in various locations. The data associated with purchases made through Shopify was also not easily accessible outside of Shopify. SilencerCo needed to determine who their top customers were based on registrations and Shopify purchases and implement a point system, but they had no way to determine the tiers for the reward program. They wanted to be able to incentivize and reward their loyal customers with special discounts on accessories/merchandise and invitations to private events.
SilencerCo challenges the assumption that firearms must be loud. By investing in innovation, customer service, organic manufacturing, advocacy, education, and talent, they have become the market leader in sound suppressors, muzzle devices, and related products.
Headquarters: West Valley City, UT
Industry: Retail & Consumer Goods
The support team needed a formal process implemented to track tickets submitted through various methods. We were able to integrate their Gmail using Ebsta and their phone system using Tenfold. We also implemented Email-to-Case, Web-to-Case, and the Service Console to allow the support team to easily navigate their cases and the activity associated with each case. We developed a reward-point custom object within Salesforce that awarded points to a customer based on registrations and Shopify opportunities. The reward points were calculated based on the prefix of the serial number of the suppressor the person registered through the SilencerCo website. Each prefix had a different point value based on the MSRP. Points were also awarded based on the amount of the Shopify order. The reward points were assigned based on these two factors and displayed at the person account/account level. This allowed SilencerCo to identify the tiers they wanted to implement for their reward program. SilencerCo is now able to track all the tickets submitted to their support team and identify the specific product the case is associated with using the registrations and Shopify opportunities. Since email and phone have been integrated with Salesforce, the support team does not have to spend time creating cases manually and is easily able to track the resolution in a single location.
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