NeuraFlash & Reebok: the Power of True Partnership for Customer Success
- Integration with Qualitrics resulting in enhanced & streamlined data processes
- Introduced automation to advance internal processes and external experiences
July 12, 2023 – NeuraFlash, a leading AI and Consulting/ISV Partner of Salesforce, partnered with world-renowned athletic brand, Reebok, to connect and enhance their contact center post-acquisition.
As a globally recognized footwear and apparel brand, with a reputation of excellence that dates back to its founding in 1958, Reebok has consistently evolved and adapted to the ever-changing landscape of the sports industry, making it a company that continues to captivate athletes and fitness enthusiasts worldwide. This ability to adapt and evolve aligns with their service center and their eagerness to embrace the technology their customers want.
In 2021 Reebok joined Authentic Brands Group (ABG). ABG was excited to add the well-cemented and respected brand into their collection of well-loved logos worldwide. With every change comes the chance for progress, and in that regard, Reebok was prepared to elevate their customer service and boost operational efficiency. As the company embraced the transition, they invested in establishing their Salesforce instance accurately, ensuring a seamless move and equipping their agents with the vital information needed to deliver an even higher level of exceptional service than before.
Advancing the Salesforce Journey
Reebok continues their Salesforce journey by investing in cutting-edge technologies, including Service Cloud, Service Cloud Voice and an Einstein Chatbot setup, to deliver an interconnected and streamlined service experience. Embracing the future and further efficiency has led to the integration of automation through both a Salesforce Einstein Chatbot and interactive voice response (IVR) system, empowering Reebok to proactively address customers' inquiries and update order statuses even before engaging with a live agent. This not only significantly increased customer satisfaction but also yielded substantial cost savings, as approximately 40% of customer queries are deflected, ensuring prompt resolutions and delivering answers instantly. Reebok's unwavering commitment to leveraging automation technologies has set them on a path to redefine industry standards, truly revolutionizing the realm of customer service.
A partnership the drives impact
A partnership of true significance is founded on finding the right collaborator, one that goes beyond product knowledge to possess industry expertise and the ability to tailor solutions to unique business needs. The NeuraFlash team's close relationship with Reebok has resulted in a highly successful implementation, driven by clear communication and a genuine partnership.
Collaborating seamlessly, Reebok and NeuraFlash embarked on a journey fueled by clear design reviews, valuable feedback, and a shared vision. With NeuraFlash's agile team and their astute leadership swiftly adapting to unexpected requirements, the partnership thrived. Reebok's interactive approach, providing insightful feedback, propelled innovative solutions, resulting in remarkable integrations, including Qualtrics, enabling them to harness everyday data within Salesforce to deliver exceptional service. This powerful alliance empowered Reebok to embrace automation and embrace the ever-evolving technological landscape, solidifying a partnership that redefines customer service standards.
