After working with Simplus to leverage the power of Salesforce Sales Cloud and Service Cloud, Fiskars dramatically increased the efficiency of service tickets, integrated with their ERP, and provided process visibility to their customer service team.
As a leading consumer goods company, Fiskars needed an efficient and effective service process to manage warranty support cases that were submitted by their customers. Simplus simultaneously worked with both the Fiskars and Gerber (a subdivision of Fiskars) to determine the key pain points and design and develop a solution on Service Cloud. Goals included:
We have used Simplus in the past, and they have always done an incredibly professional job with projects, providing thoughtful insights and context to our implementation. From their work with other clients, they’re able to pull from a vault of previous experience to suggest various ways we may want to accomplish a task, along with pros and cons for each approach.
By housing all warranty information within Service Cloud, Fiskars now had a much more streamlined and efficient service process. These benefits included one centralized and accurate database for all claims, a 360 degree view for service reps to track claims, a multitude of reporting options and dashboards, and an improved customer experience.
This implementation has been widely used and extremely successful in adoption. No one questions why we have this. The product is speaking for itself.
Fiskars is dedicated to enriching people’s lives in the home, garden and outdoor. Fiskars globally recognized brands include Fiskars, Iittala, Gerber, Royal Copenhagen, Wedgwood and Waterford. Fiskars’ products are available in more than 100 countries and the company employs around 8,600 people in over 30 countries.
Headquarters: Helsinki, Finland
Industry: Consumer Goods