gohenry is a prominent financial technology company that offers a mobile app and debit card designed specifically for kids and teenagers to learn about money management in a safe and controlled manner. Their innovative approach aims to empower young people to develop healthy financial habits, make responsible spending decisions, and gain valuable financial skills for life.
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 Their Salesforce Service Cloud was outdated, operating on the Classic version, which limited their case management capabilities and overall efficiency.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.
▹ Service Cloud Upgrade: Transitioned Gohenry’s Salesforce Service Cloud from Classic to Lightning Experience, enhancing efficiency and providing a foundation for further functionality.
▹ Community Cloud Implementation: Deployed Salesforce Community Cloud to offer a self-service portal where customers could access knowledge articles and submit cases directly, reducing the burden on the support team.
▹ LiveChat Bots: Integrated LiveChat bots to automate responses to common inquiries, effectively deflecting cases and providing instant support to customers.
▹ Marketing Cloud Automation: Created and implemented automated customer journeys within Marketing Cloud, aimed at improving engagement and retention through timely and relevant communications.
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.
▹ Service Cloud Upgrade: Transitioned Gohenry’s Salesforce Service Cloud from Classic to Lightning Experience, enhancing efficiency and providing a foundation for further functionality.
▹ Community Cloud Implementation: Deployed Salesforce Community Cloud to offer a self-service portal where customers could access knowledge articles and submit cases directly, reducing the burden on the support team.
▹ LiveChat Bots: Integrated LiveChat bots to automate responses to common inquiries, effectively deflecting cases and providing instant support to customers.
▹ Marketing Cloud Automation: Created and implemented automated customer journeys within Marketing Cloud, aimed at improving engagement and retention through timely and relevant communications.
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.
%
%
%
Increase in customer engagement & retention
Reduction in customer service cases
Overall savings in operational costs.
WHAT our CUSTOMERS ARE SAYING
Customer Testimonials
“Working with the team at Aspire CRM has been an absolute pleasure. They have walked us through every step of the process, from set-up to training our team on how to use the software. They always respond quickly and efficiently and provide invaluable guidance throughout our journey. They have made our transition into this new system a breeze”
“We used Aspire to assist our company with updating and improving our Salesforce CRM and Marketing platforms.
Everyone in the Aspire team was great to work.
The service we got from them was excellent.
They took their time to understand our needs and challenges. Handholding us through every stage helped ensure we were happy with every new feature and update.
Great 5-star service.”
Check Out Our Latest Blog!
Marketing Cloud for Nonprofits
When looking for a marketing tool for a nonprofit organisation, Salesforce Marketing Cloud offers the complete package. Salesforce...
Healthcare Payer Solutions with Salesforce
The healthcare landscape is undergoing a seismic shift. Payers—including insurance companies and health plan providers—must balance the...
Government Contractor Software
At Aspire CRM, we specialise in transforming government contracting by harnessing the power of Salesforce. As a Salesforce partner, we...
Contact Us
Do you have enquiries? We provide solutions. Schedule a brief, complimentary meeting to engage with our reliable consultants and explore how we can elevate your Salesforce investment without any financial commitments.
Phone
01332 219027
Address
Denby Hall Business Park, 3 New Winnings Court, Ormonde Drive, Ripley DE5 8LE
Aspire CRM requires the contact information you provide to us in order to reach out to you regarding our products and services. You have the option to unsubscribe from these communications at any time. For details on how to unsubscribe, as well as our privacy practices and dedication to safeguarding your privacy, please review our Privacy Policy.
