Even for relatively small Service Cloud implementations, implementing the Service Cloud properly is critical for the long-term success of the platform in a business. In this short post, we look at common two pitfalls encountered while implementing the Service Cloud.
1 - Jumping straight in
At Navirum, we have been exposed to hundreds of Service Cloud implementations over the years. One of the biggest mistakes companies make at the start of their Service Cloud journey is diving straight in without implementing the solution properly. The Service Cloud is a SAAS solution that contains extremely powerful functionality when handed to a new business. It’s tempting to begin using the system “off the shelf” as a vanilla application. This is a natural instinct, particularly in the context of a business. Very often, growing businesses are under pressure to put a customer service solution in place to solve a specific problem quickly. This is common for high-growth Fintech companies launching new digital products like a banking app, a credit card or a peer-to-peer lending solution. The digital world is hyper-connected and so are digital products and their customers. Unlike buying a physical item in person at Home Depot or Walmart, customers buying digital products are likely to flair up cases and complaints across the social stratosphere faster than you can spell cumulus! Jeff Bezos is quoted as saying, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” So, for high-growth digital businesses, the pressure to shoehorn in a solution can be huge in order to respond to customers at their digital doorstep. However, doing so without the proper planning can be a big mistake. It’s crucial to follow an implementation plan guided by a Service Cloud expert and to involve all the key stakeholders in the plan, including users, management, partners and the oft-forgotten CUSTOMER, which we will explore next.
2 - Implementing without factoring in customer requirements
We have seen many Service Cloud implementations where businesses are focused solely on the functionality of the system, particularly for smaller implementations, where there is often a higher priority on the system's ability to do certain things like
- Create a case in a single click
- Send a knowledge article as a PDF, or
- View work orders from a mobile device.
Functionality is hugely important, but it is more valuable to think in terms of how to use the Service Cloud to create an amazing customer experience first and reverse-engineer back to the functionality that will enable the experience. Putting the customers first and having a customer experience mindset is crucial in today’s world. We live in the age of the customer. The customer is hyper-connected to products and services. Examples of customer or customer experience requirements include the following:
- Sending a confirmation to a customer when a high-value money transfer is complete
- Knowing who the customer is, what products they have, what their case history is when you speak to them on phone
- Following up with the customer to see how things are after signing up to a new banking app
Requirements like these can only come from the customer. It's crucial to give them some involvement… preferably a lot of involvement during the implementation! The good news is the Service Cloud is incredibly powerful, so configuring and fine-tuning customer requirements is relatively straightforward. It’s possible to deliver a connected experience across many channels including phone, email, live chat, self-service, SMS and even voice. Implementations can be as short as a week for basic solutions or several months if not years for large business transformation-type projects.
Navirum is a Salesforce consultancy specializing in helping financial service companies to implement the Service Cloud. We have extensive experience helping traditional banks and insurance companies as well Fintech companies. Feel free to contact us (firstname.lastname@example.org) to find out more about helping get the most out of your Service Cloud implementation.