Intuit consolidated its CRM systems into Salesforce Service Cloud to give customer service agents a complete view of each customer. The company is testing new support channels like video and co-browsing to provide more contextual help across its products for accountants, small-business owners, and individuals.
Our mission as a company is to help customers improve their financial lives so profoundly they can't imagine going back to the old way.
As a 30 year old company. One of the things I love is the company was founded with a focus on the customer.
All of us at Intuit come to work every day to help our customers.
The care agents that are helping the customers, not long ago they had tools, but they had many tools.
Our agents didn't really know the path customers had taken.
Well, what are they subscribed to? What's that particular circumstance? What's the knowledge base I should be using?
Having nine CRM systems in the company was just terrible. About three years ago, we undertook a mission to do everything across Intuit. Service oriented. The key partners in helping us do this is actually Salesforce.
Customer care is embedded in everything we do with the customer.
Our customers range from accountants, small business owners to individuals. It's very helpful for our agents to understand who those customers are when they contact us. A product like Service Cloud lets us understand our relationship with that customer.
We want to be there in those moments of truth for those small businesses. We need to be there with assisted support when they need us, where they need us, and in the channel they.
Need us as an IT group. Now we can focus our energy on producing great experiences for employees so they can create great experiences for customers.
Service Cloud is such a critical tool for our agents. They can't deliver an awesome experience unless they have one place to go where they have a 360 view of the customer.
We're now experimenting with new ways of providing service for customers. Looking at video, looking at co browsing, looking at ways of integrating data coming from the product into the Salesforce screens. We can see where the customer's been in the product. We can understand help topics they might have looked at so that we can give them contextually relevant help right away.
They know everything about the customer so they can deliver the answers quickly. They are co browsing, they are looking at the same feature, they're pointing at the same stuff and they can actually talk about what's going on to get the question answered.
It's reassuring for customers if an agent can essentially hold their hand through the problem using a technology like SOS to show them in the product where to look.
That is like somebody sitting right next to you helping you answer your question.
Customers are much happier at the end because they've had a more human interaction with that agent. With Salesforce, we're using technologies here to continue to create connections between those agents and between those customers.
To have that information and be able to help them is so rewarding, and that makes the difference.
