Improving customer service through real-time data access
The Challenge
Knauf Insulation was looking to improve its customer experience. Their customers include a diverse mix of contractors, builders, and warehouse suppliers - purchasers of their many insulation products. The company was already on Salesforce and turned to the experts at The Hunley Group to integrate Salesforce Communities. The platform would allow Knauf to open up customer access to real-time delivery tracking, order history, invoice history, and claims processing. These advanced, integrated features would require a custom user experience to marry their brand identity with Salesforce native features.
The Outcome
The Knauf Insulation Salesforce Community is a custom, responsive customer-facing tool optimized to work across all devices. The system allows for real-time delivery tracking, updates on orders, and inventory. Additionally, customers can file a claim and report issues. The system reduces friction and costs associated with delivering high-quality customer service. It also offers access to the latest product documents and training materials, which helps keep customers up to date on product offerings. Since launching the portal, Knauf Insulation has seen an increase in customer engagement and reduced customer service costs.
We completed the implementation of the Salesforce Customer Community within 6-months. This timeline is very aggressive to get a customer community for a multi-million dollar company that includes ERP integrated data launched. The project went very well. The community is a great asset for their customers. – Sr. Business Analyst, The Hunley Group
Our Approach
The Hunley Group engaged Flower Press Creative Studio to design a custom theme for the Knauf Insulation Salesforce Community. We worked in partnership with experienced business analysts at The Hunley Group to develop requirements and workflows based on the use case for each part of the tool. We focused on the needs of the end-user, which data would be readily available, and compiled detailed wireframes presented to stakeholders for feedback. We received meaningful suggestions and finalized adjustments as needed. We used existing brand assets to design the user interface. Our team created custom UI code, which The Hunley Group’s engineering team integrated with Salesforce Communities. Once the integration was complete, we conducted QA to ensure that all visual elements displayed and performed as desired. The Hunley Group led user acceptance testing, and the community launched shortly after. All said, it was in production within 6-months, which is a relatively aggressive timeline.
Ongoing Growth
As Knauf Insulation develops new product lines and customer relationships, the Salesforce Community's features will continue to evolve. The Hunley Group, in partnership with Flower Press Creative Studio, will be there to support them with any new features or enhancements.
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