Enhanced Cleaning Service and Client Engagement

To improve data accessibility and service efficiency, Andersen redesigned data storage logic, ensuring faster order retrieval and seamless access to key customer details. A custom agent dashboard was introduced, allowing service agents to proactively anticipate client needs based on prior interactions. Additionally, a Salesforce mobile app enhancement with check-in/check-out functionality helped track agent performance and improve service reliability.

With enhanced marketing automation, faster data processing, and improved agent tools, the customer now benefits from increased client engagement, stronger brand loyalty, and greater operational visibility, driving overall business growth.

The customer implemented Marketing Cloud. They wanted to use different communication channels for transactional and marketing purposes. The main communication channel was originally email, with occasional marketing SMSs sent as well. The customer wanted to increase SMS usage and add the possibility of sending transactional SMSs. Recently, they had developed a new mobile application, and now they wanted to start utilizing push notifications. They additionally required an overview of all the communications with every client in Salesforce CRM, which would help sales agents and the client support team deal with requests.

The services provided varied from city to city, and different app settings were used in each city. This caused inconvenience and confusion, especially when a neighboring area was responsible for a different area's service.

The complicated logic used in data storage made it difficult for employees to quickly find the necessary information about an order, such as the client's name, address, and the required type of service.

Clients had to wait for 2-3 weeks for a response from tech support, which affected their level of satisfaction with the company's services.

It was challenging for the agent providing the service to track the previous activity of the client in the app. For instance, taking into account comments from the previous cleaning or seeing important notes left by another agent 2-3 cleaning jobs ago. This made it harder for agents to get an excellent rating for their work.

There was no automated tool to monitor the start and end of work. Some clients complained about agents being late, which was impossible to check. This led to complaints that had to be dealt with.

Also, there were large legacy custom APIs with multiple issues and a lack of documentation and standardization.

Andersen’s team set up MobileConnect to track SMS responses from clients. Now, the customer can collect and process client replies or even have an SMS conversation.

Marketing SMSs have become more personalized with AMPScript.

A custom solution was developed for sending transactional SMSs as standard keyword logic doesn’t cover this.

Mobile push notifications were set up. Now, the application is connected to Marketing Cloud, and once a client signs up to the mobile application, their device is automatically added to Marketing Cloud. The customer can send different types of push notifications, from simple, text-based ones to more advanced ones with images, buttons, and links.

All three channels – email, SMS, and push notifications – are connected to each other by a single contact record, which means setting up a new communication channel cannot cause a duplicate to be created in Marketing Cloud. As all types of communication are available, this allows marketers to choose the right channel at the right time.

Andersen’s team set up a full overview of Marketing Cloud communications in Salesforce CRM. All sent emails are automatically saved in Salesforce CRM in Individual Email Results (with related lists on Contact and Lead objects). New objects and related lists are created for SMSs and push notifications. When SMSs and push notifications are sent, necessary data is saved into these objects by the means of AMPScript. Our Salesforce developers created a new component that combined all the information about communications with every client on the record page.

A new data storage logic has been implemented for all cities, enabling easy access to information through a single query to a common database instead of multiple queries to separate services.

All necessary order information – including the address, client’s name, and required service type – can now be retrieved in under two seconds.

Technical support responsibilities have been distributed among the development team, resulting in inquiries being answered within one or two business days. Previously, a single developer was responsible for technical support, along with other duties.

Andersen's developers have created a custom component that allows agents to view client information and saves agent settings to prioritize previously found information. This enables agents to proactively anticipate client requests and effectively use previously entered information.

A Salesforce mobile app enhancement has been developed for agents, featuring check-in/check-out functions that become available at a certain distance from the client. This enables analytics on agents and reduces complaints due to tardiness.

An up-to-date REST API with streamlined and documented code has been embedded into this completely new mobile app for clients.