Global Premium Hair-Care CPG Brand
A global premium hair-care CPG brand improved customer satisfaction scores after optimizing its support operations on Salesforce Service Cloud.
The client is a global premium hair-care CPG brand that sells direct to consumers and through retail and professional channels. As order volume grew, its support team was fielding inquiries across disconnected channels with no shared case history, leading to slow, inconsistent responses. SiiMPLY7 was engaged to optimize the brand's existing Service Cloud setup and ensure its commerce and collaboration tools were configured in the best way possible.
The challenge
Support agents worked without a unified case record, so customers often repeated themselves and issues slipped through the cracks. Order and fulfillment data lived in Shopify, separate from the support workflow, which slowed every order-related inquiry. The brand also had no consistent way to measure satisfaction or route complex issues to the right internal teams quickly.
The solution
SiiMPLY7 optimized the brand's existing Salesforce Service Cloud configuration, refining case management queues and routing rules across email, web, and social channels. The team ensured live Shopify order, shipment, and customer data was properly surfaced in the agent console so order questions could be resolved in one place. Slack-based escalation routing was optimized to move complex cases to the right internal teams in real time, and CSAT surveys were configured to capture satisfaction after every resolved case, with Marketing Cloud Growth referenced for future lifecycle messaging.
Implementation highlights
What we built.
- Optimized Service Cloud case management configuration with omni-channel intake and routing rules
- Ensured live Shopify order, shipment, and customer data was properly surfaced in the agent console
- Optimized Slack-based escalation routing to move complex cases to the right internal teams in real time
- Configured automated CSAT surveys and reporting on post-resolution satisfaction
- Created agent and supervisor dashboards for case volume, resolution time, and CSAT trends
- Defined knowledge-base articles and macros to speed responses to common inquiries
Results
Faster, context-rich responses lifted post-resolution satisfaction scores
Live Shopify order data in the agent console removed manual lookups and reduced average handle time
Optimized Slack routing moved complex cases to the right internal team without delay
Engagement summary
SiiMPLY7 optimized the brand's existing Salesforce Service Cloud setup, refining Shopify order data visibility and Slack-based escalation routing to replace fragmented workflows with one consistent support process. The brand saw measurably higher satisfaction, faster resolutions, and clearer visibility into support performance.
What's next
The referenced next phase brings Marketing Cloud Growth into the picture to connect support insights with proactive lifecycle and retention messaging. The brand also plans to expand its knowledge base and evaluate AI-assisted case deflection to handle routine inquiries at scale.
More case studies
Looking for similar results?
Let's simplify the complex, together.
A senior architect, not a sales rep, will map your first move inside 48 hours.