Kogan.com

A New Dawn for Kogan- Goodbye Zendesk, Hello Service Cloud!
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Bidding adieu to 14 years with ZendeskKogan has joined forces with Salesforce and ProQuest, welcoming a new era of advanced customer service powered by Service Cloud Omni-Channel, LiveChat, Chat Bots, Voice, Experience Cloud, Einstein, and Analytics.

Our collective goal? To empower Kogan to delight their 4 million customers on every single touchpoint throughout the journey with their newly designed Salesforce platform.

Challenges

Services:

Electronics, Consumer Goods

Location:

South Melbourne, VIC

Founded:

2006

Number of Internal Agents

300

Number of Marketplace Partners

1500

Number of Tickets Per Month

90,000

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Our Winning Strategy: Agility

Our agility shone through in every facet of this journey. ProQuest and Salesforce exhibited adaptability in:

Product Packaging

Tailoring a payment schedule to align with the implementation timeline of each new capability.

Requirement Gathering

Combining ride-alongs and design thinking workshops to discern their MVP, as well as subsequent phases of delivery.

Dedication:

Displaying unwavering commitment to Kogan's success.

Teamwork made the dream work

Our joint effort embodies the true spirit of partnership. It’s been a rollercoaster of highs and lows, but by addressing each challenge head-on, we were able to progress and secure the win.

Congratulations to you all. Together, we made it happen!

Let’s carry this momentum forward to our next big win.