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. Founded in 2012 and headquartered in London, Gohenry is revolutionising the way children and teenagers learn about money in the digital age. 

• Upgrade of Salesforce Service Cloud from classic to Lightning Experience for greater efficiencies. 
• Implementation of Salesforce Community Cloud for customer self-service and case reduction. 
• Set up of LiveChat bots for case deflection and automated support. 
• Creation of Marketing Cloud automated journeys for improved customer engagement and retention. 

We parachuted into Gohenry and immediately set out to assess the current CRM landscape. Our first task was to upgrade the member services service cloud from classic to lightning experience. This would provide a great platform to build further functionality while also allowing for greater efficiencies in case management.

The next task was to reduce the number of cases being raised in member services by allowing customers to self-serve. We selected Salesforce Community Cloud as the tool of choice to host knowledge articles and also to allow customers to raise their own cases. This avoided customers having to ring the contact centre, which resulted in further cost savings. Finally, we set up bots on the LiveChat system which again helped case deflection. Our input at Gohenry is helping them drive efficiencies with an ultimate goal of 30% savings!

On the Marketing Cloud side, we built new automated journeys that allow Gohenry to email new customers at selected points. This has greatly increased customer engagement and retention.

The collaboration between Gohenry and Aspire CRM led to remarkable results and positive impacts on their business performance:

• Enhanced Customer Engagement: The Marketing Cloud automated journeys significantly increased customer engagement and retention, fostering stronger connections with customers. 
• Cost Savings: The implementation of Community Cloud and LiveChat bots led to reduced case volumes and avoided unnecessary contact center calls, resulting in significant cost savings for Gohenry. 
• Efficient Case Management: The upgrade to Lightning Experience in Service Cloud improved case management efficiency, allowing the team to handle customer inquiries more effectively. 
• Driving Efficiencies: Aspire CRM’s expert input helped Gohenry drive efficiencies in their CRM processes, with an ultimate goal of achieving 30% savings.