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

We want to extend our heartfelt thanks to the broad Salesforce team engaged on this deal, and in particular Francois NasseysTrifon GialourisRoland ShepherdEric Anderson and Roula Psomiadis.

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.