The Challenge

Gohenry faced significant challenges in managing customer service and maintaining customer engagement. Their Salesforce Service Cloud was outdated, operating on the Classic version, which limited their case management capabilities and overall efficiency. The company was overwhelmed with customer service cases due to the absence of a self-service option, forcing customers to reach out for even simple inquiries. Additionally, Gohenry struggled with customer engagement and retention, lacking automated processes to effectively nurture and maintain relationships with their users. These issues not only strained their customer service team but also led to higher operational costs.

The Solution

Aspire CRM immediately stepped in to revamp Gohenry’s CRM setup, starting with an upgrade of their Salesforce Service Cloud from Classic to Lightning Experience. This upgrade not only improved efficiency in case management but also laid the groundwork for future enhancements. Next, Aspire implemented Salesforce Community Cloud to empower customers with self-service options, hosting knowledge articles and enabling case submissions directly through the platform. To further reduce the case load, LiveChat bots were deployed for automated support, effectively deflecting common inquiries. Additionally, Aspire introduced Marketing Cloud automated journeys to enhance customer engagement and retention, ensuring that Gohenry could maintain strong relationships with its users over time.

The Results

The collaboration between Gohenry and Aspire CRM led to transformative results. The upgrade to Lightning Experience significantly enhanced the efficiency of Gohenry’s case management process, allowing their support team to handle inquiries more effectively. The implementation of Community Cloud and LiveChat bots dramatically reduced the volume of customer service cases, leading to substantial cost savings by cutting down on unnecessary contact center calls. Moreover, the introduction of Marketing Cloud automated journeys resulted in a notable increase in customer engagement and retention, helping Gohenry build stronger relationships with their users. These combined efforts not only improved operational efficiency but also positioned Gohenry to achieve long-term savings and continued growth.