Multi-Brand Leather Goods Manufacturer and Distributor
A multi-brand leather goods manufacturer and distributor replaced more than twenty shared inboxes with a single Service Cloud command center, giving every brand structured case management and real-time order context.
The client is a multi-brand manufacturer and distributor of leather goods and related consumer products, serving customers across a family of brands spanning equine, livestock, arborist, tool gear, and helmet lines. Customer service ran on a sprawl of shared email inboxes and web forms with no structured workflow, no service-level targets, and no unified view of the customer or their orders.
The challenge
Service agents worked out of more than twenty shared inboxes and brand web forms, manually triaging and following up with no consistent process and no way to measure response times. Order and customer data lived in JD Edwards, forcing agents to swivel between systems to answer basic questions. Without case management, omni-channel routing, or service-level agreements, the team had limited visibility into volume, trends, or how quickly customers were being helped.
The solution
SiiMPLY7 implemented Service Cloud as a single source of truth for customer service, converting more than twenty brand inboxes and web forms into structured Email-to-Case and web-to-case flows with skills-based, omni-channel routing. Service-level agreements were configured with risk alerts and escalation, RingCentral was integrated as the telephony CTI for screen pops and automatic activity logging, and LiveChat was brought into the Service Console for unified phone, email, and chat history. A JD Edwards integration brought order history and the full customer list into Salesforce for a true 360 view, and Sales Cloud was stood up for national account management.
Implementation highlights
What we built.
- Service Cloud case management with skills-based and omni-channel routing, replacing more than twenty shared inboxes and brand web forms
- Email-to-Case and web-to-case configured across multiple brands, organized into department queues such as Customer Care, Credit, and Machinery
- Service-level agreements with first-response and resolution targets, including a four-hour first-response target on high-priority cases and a uniform forty-eight-hour target on returns, plus risk alerts and escalation
- RingCentral CTI integration for screen pops and automatic call activity logging, and LiveChat integrated into the Service Console
- JD Edwards ERP integration and a one-time migration of sixty days of order history plus the full customer list for a unified customer 360 view
- Sales Cloud configured for national accounts, with role-based training and a phased, wave-based go-live across three priority groups
Results
Brand inboxes unified into one structured Service Cloud case system
High-priority first-response SLA established where none existed
Agents gained a unified view with JD Edwards order and customer data
Engagement summary
This was a roughly twelve to fourteen week Service Cloud and Sales Cloud implementation totaling about 220 hours of scoped work, delivered through module-based discovery, configuration, integration, and a structured user acceptance and training cycle. Go-live was executed as a careful three-wave rollout by inbox priority, with original inboxes retained in parallel as a contingency safety net during stabilization.
What's next
The client has retained SiiMPLY7 for ongoing extended support covering enhancements, administration, and integration maintenance. A defined Phase 2 includes Shopify integration and additional new-dealer and wholesale web forms, with the cleaned-up data foundation positioning the team for future reporting, marketing, and AI enablement.
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