Fieldglass: A CRM Case Study

CRM to Improve Customer Service

To provide outstanding customer service, you have to know your customers first.

The Opportunity

Fieldglass looked to Rightpoint to design a solution to measure service performance and gauge customer trends.

The Insight

Rightpoint was tasked with replacing a deficient system with more effective tools and processes. This included confirming all site requirements before taking a deep dive into the site’s code and then reworking it to ensure scalability and best practices. Rightpoint leveraged its Salesforce knowledge to optimize the process while providing Fieldglass with additional data points for customer information.

The Solution

Rightpoint leveraged Salesforce Service Cloud for case management and as a reporting mechanism in order to monitor both customer and service trends. This enabled Fieldglass to produce more robust analytics using its existing CRM system. In addition to implementing the case management tool, Rightpoint helped Fieldglass to optimize its case management processes.

The Result

The result? Salesforce Service Cloud, alongside Fieldglass’s existing Sales Cloud instance, now gives Fieldglass a 360 view of its customer lifecycle activity—from sales to service. Fieldglass also realizes better data analytics in order to offer better service for its customers. Furthermore, the new solution provides a foundation to continue building out future capability improvements.