Urban Ladder Redefines Customer Relationship With Salesforce Service Cloud

We all believe that consumer-oriented businesses depends on the service quality and that’s what makes them the brand differentiator – especially when there is such a cut-throat competition is the ecommerce market. We are talking about none other than; Urban Ladder.

It is a renowned online retail furniture store with a presence in more than 50 cities of India where customer service is at the heart of their business operations and integrating Salesforce CRM solutions have made it possible to deliver the world class experience that their customers expect.

Blaze New Trails To Revenue Growth With Salesforce CRM

To outsmart the competition, businesses needs to focus on their customers’ preferences & provide best customer service. Urban Ladder’s aim was to set the benchmark for their customer happiness by offering right customer solutions and establish a long-term relationship with every customer and it turned to Salesforce for its customer centric solutions. Saleforce was able to help agents deliver quick and personalized service which fueled Urban Ladder’s customer service; taking business to greater heights.

As a multi-national company, Urban Ladder too faced challenges dealing with the size and diversity of their customer base. With several touch points to take care of like customer queries, inquiring about new products, feedbacks etc. integrating Salesforce Service Cloud helped by offering a 360 degree view of each and every customer Implementing cloud CRM solution facilitated the online business in the following ways:

• It provided universally accessible, centralized database of all the leads, accounts and contacts to handle all customer facing activities from marketing to sales to technical support and customer services.
• It helped in making informative decisions to adjust their marketing campaigns and increase sales as it get to know which customer buys what after analyzing the collected customer record.
• It showed effective results in social media retargeting activities
• Marketing departments saw significant improvements in selecting and segmenting data into specific target groups which led to more sales.

Delivering Personalized Experience

Urban Ladder seamlessly implemented CRM software within their backend system as quick as in 8 weeks of time; which seems to be easy transition. With Salesforce integration, Urban Ladder has the entire data driven on it customer centric vision. The agents are now accomplished with the details about their customer’s behavior pattern, tastes, what triggers them, what kind of choices they make and based upon on that data; Urban Ladder’s team is able to provide personalized proactive services. Salesforce CRM allows employees view and study about their customer’s needs and can avail real time information on deliveries and products.

With the seamless implementation of Salesforce Cloud CRM; forecasting analysis and reporting has just become easy. Tracking and measuring the performance has become easy and this has helped increase the transparency and leverage customer insights around the company. The customer support team regularly reports on customer issues and shares feedback at company meetings, which has overall improved the company performance.

Moreover; this leading online home furnishing and décor retailer also uses “Service Cloud” to get detailed information about customer likes and dislikes that features exclusive designs, and more for every space, style, and budget. As the leading furniture company of India, millions of customers have enjoyed the furniture packages which are more convenient, enjoyable the shopping of buying furniture & décor online. Urban Ladder believes in establishing a long-term relationship with every customer and aims to delight them in every interaction.

Every day, it keeps on adding new stunning products helping customers to make their homes beautiful & Salesforce CRM has provided Urban Ladder to create customers for life.

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