Recovering vCloud Choice’s Underperformance Via Web Redesign

Industry | Manufacturing Technology | Salesforce Agentforce Location | United States

As a leading provider of high-performance composite materials and products, RockWest Composites recognized the need to scale customer support without sacrificing quality or efficiency. With rising customer expectations and increasing order volumes, RockWest needed a smarter, faster way to manage support inquiries, especially those tied to order status, shipping, and cancellations.

Challenges:

High Volume of Repetitive Inquiries: Customer service teams were overwhelmed with recurring questions about order status, shipping updates, and cancellations.

Manual Order Management Workflows: Processing information updates and cancellations required manual intervention, leading to delays and inefficiencies.

Disconnected Systems: Lack of real-time integration between the eCommerce storefront and order management system hindered accurate and timely responses.

Limited After-Hours Support: Customers faced response delays outside business hours, impacting satisfaction and resolution times.

Solutions:

Real-Time OMS Integration: Integrated Salesforce Order Management System via secure APIs for up-to-date order, shipment, and cancellation data.

Disconnected Systems: Lack of real-time integration between the eCommerce storefront and order management system hindered accurate and timely responses.

Limited After-Hours Support: Customers faced response delays outside business hours, impacting satisfaction and resolution times.

What Our Customers Say About Us

“ Automatically jump into a dedicated Slack channel and we’ll provide all relevant tools and responders in one place. No more paper checklists to even get started. ”

Miranda Halimova

Head of idea

“ Working with Silver feels like a partnership; as we continued to use their tool and found more use cases, our feature requests quickly found their way into (or, luckily for us, were already in) their backlog. ”

Miranda H. Halim

Head of idea

“ Automatically jump into a dedicated Slack channel and we’ll provide all relevant tools and responders in one place. No more paper checklists to even get started. ”