When the working relationship with Tero began, the company already had Salesforce Sales and Service, with a high dependency on Field Services. They centralized their customer’s contact information within the platform and recorded events related to purchases and customer service across different channels (phone calls, email, web, live chat, etc.). Some of the most relevant events for the company to follow up included purchase orders, repair requests, and requests for information on services and products.
These events corresponded to actions of clients registered in the central database. However, prior to working with Tero this data was not connected. In other words, it was not possible to centralize all the events from a single customer/person. Faced with this scenario, they needed to consolidate data to associate these events with their source of origin, measure communication and customer service efforts, and identify the client associated with each case.