The transition to Service Cloud was smooth and executed on time and on budget by the Majente team, which came as a pleasant surprise to TRU. “Typically with transitions of this magnitude we expect a certain amount of pain. With Salesforce that wasn’t the case at all, and we certainly appreciate Majente’s diligence in ensuring that the whole process went smoothly with next to zero disruption to our customer experience.” says Rohan Cherian, AVP of E-Commerce & Consumer Technology.
The transition to chat-only support had several other benefits over time as well. “We saw the return on this investment almost instantly. While customer interactions increased by 50% due to Covid and a transition to online sales, we were able cut case resolution time by 88.7%, which is outstanding.” says Lamonde.