A New Dawn for Kogan: Goodbye Zendesk, Hello Service Cloud!
Bidding adieu to 14 years with Zendesk, Kogan 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.
Kogan's Challenges
- Inefficient management of ticket queues
- A non-intuitive user interface
- No easy pathway to multichannel
- Built Zendesk automation difficult to maintain
- Too many touch points for ticket resolution
- Using spreadsheets for workload management
- Lack of data visualisation and insightful analytics
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.
Interested to do the same? Message us today!
