Fiskars

Advisory Services, Change Management, Custom Configuration, Implementation Services

As a leading consumer goods company, Fiskars needed an efficient and effective service process to manage warranty support cases that were submitted by their customers. We simultaneously worked with both Fiskars and Gerber (a subdivision of Fiskars) to determine the key pain points and to design and develop a solution on Service Cloud. Goals included the following: A scalable solution in which warranty claims entered through Fiskars and Gerber websites are handled by a custom Salesforce case management solution A standardized database in Salesforce.com that seamlessly integrates with Silverpop marketing automation software A case management solution that integrates easily with web applications and automates communication with the end consumer through email marketing tools Reports to provide insight on products at a macro and micro level Workflows and dashboards to make data easily available and lead to more efficient resource allocation Integrated order data to and from JD Edwards ERP and Salesforce.com A solution that allows a single direction integration of products data from JD Edwards ERP to Salesforce.com Fiskars Case Study Challenge

By housing all warranty information within Service Cloud, Fiskars now has a much more streamlined and efficient service process. These benefits include one centralized and accurate database for all claims, a 360-degree view for service reps to track claims, a multitude of reporting options and dashboards, and an improved customer experience. After realizing huge efficiency gains, Fiskars saves 40 hours a week in warranty administration. The Fiskars quality team can now pull data on specific quality issues within minutes, a task that had previously taken days. The number of calls placed to customer service at Gerber has decreased due to automatic order status updates via Silverpop.