CASE STUDY · Wine Industry
PEP Technologies Pvt. Ltd, India (D.B.A. mCaffine)
Industry
Wine Industry
Client
PEP Technologies Pvt. Ltd, India (D.B.A. mCaffine)
Integration
Implemented Service Cloud Solution to automate their Cases and survey management. UniWare, ShipRocket, Loyalty Lion, Gmail, ExoTel
Products Used
Sales Cloud
mCaffine is India’s 1st caffeinated personal care brand with an exciting range of Caffeinated products for young and aspiring millennials. They are plastic-free manufacturers, also their products are FDA-approved and dermatologically tested.
01
The Brief
5 challenges
No tool for service request management.
Two different business brands that needed to maintain the data separately.
Required Customized Survey Designs with Multiple Step Surveys.
Data needed to be migrated from OmniDirect and UniCommerce
Lacked a single source of information as many different systems are used for various data points.
02
The Approach
Solution
Custom-built solution for the Service Process.
Custom-built solution to segregate the data for each brand, such as contacts, cases, orders, and products.
Different sets of Email-to-case, Web-to-case, and Call-to-Case were configured with Different layouts and different Record types.
Multistep Surveys were created as per custom requirements.
Migrated the data successfully for Cases, Contacts, Orders, and Shipments along with tracking information on various systems.
Provided a complete Social Media Integration to create cases automatically (Social-to-Case).
Case Response Process Automated based on Case Keywords, Brand, and Case Origin.
Integrations with: • UniWare • ShipRocket • ExoTel • LoyaltyLion • Social Media – Instagram, Facebook, Twitter • JudgeMe
03
Stack & Tools
04
Impact
Successfully implemented Service Cloud for the client's support and service operations.
Distinct and organized data management for both brands.
Streamlined case creation and management thus improving improve customer engagement.
UniWare integration for order and inventory management.
ShipRocket integration for efficient order shipping and tracking.
ExoTel integration for seamless communication and call management.
LoyaltyLion integration for loyalty program data.
Social Media integrations with Instagram, Facebook, and Twitter for comprehensive social engagement.
