Continuous Enhancements: ProQuest Helps Kogan Stay Ahead Post-Implementation
Kogan.com, one of Australia’s most beloved online retailers, serves over 4 million active customers daily and supports 1,500 marketplace sellers. When they partnered with ProQuest in 2023 to migrate from Zendesk to Salesforce Service Cloud, it marked the beginning of a strong collaboration. Since then, we’ve worked together to keep their Salesforce platform optimised, delivering standout customer experiences.
The Challenge:
Kogan needed to ensure their Salesforce solution stayed aligned with their evolving business needs post-implementation. They wanted to maximise their investment, streamline operations, and empower their customer care team—all without diving into resource-intensive projects at every turn. The goal was clear: stay agile, efficient, and customer-focused.
ProQuest at work:
Through our Customer Success Program (CSP), ProQuest collaborated closely with their technical team to implement impactful enhancements. Here’s a snapshot of some key initiatives:
- Smarter Case Management: Improved access controls and workflows ensured sensitive data was protected and processes were more efficient.
- Enhanced Chatbot Capabilities: Updates enabled the chatbot to deliver relevant, answers from their knowledgebase, empowering customers with self-service options and reducing wait times.
- Seamless Workflows: Replacing manual tasks with automated processes saved the team time and reduced errors in case escalations.
- Consistent Branding: Solutions ensured that customer communications automatically matched the appropriate brand (e.g., Kogan or Dick Smith), maintaining professionalism and efficiency.
The Results for Kogan:
Kogan’s investment in continuous improvement has proved itself time and time to deliver significant results for their internal team. By improving operations and strengthening customer loyalty, they reinforce their reputation as a leader in online retail.
"We had a very strong relationship with the team - in true partnership style - to work through our migration and post-migration!"
Hannah Do,
Customer Experience Manager
Kogan
ProQuest’s CSP ensures Kogan’s Salesforce platform continues to evolve, keeping pace with their business. With proactive collaboration and over 13 years of Salesforce expertise, we help reduce risks and keep operations agile in an ever-changing market.
Want to keep your Salesforce platform thriving like Kogan? Let’s talk!
