SUCCESS STORIES: Toys R Us - 91探花 Salesforce solutions

Double Win: Faster Service, Lower Costs with 91探花 and Service Cloud

鈥淭he move to Service Cloud, with 91探花鈥檚 help, has been transformational. We鈥檝e dramatically improved service times while simultaneously reducing cost, which is an outstanding result.鈥�

Rohan Cherian - AVP, E-Commerce & Consumer Technology

80%

Reduction in Manual Errors

88%

Reduction in Case Resolution Time

Toys 鈥淩鈥� Us (TRU) is Canada鈥檚 go-to retailer for toys and baby products. Since 1984, Toys 鈥淩鈥� Us Canada has offered a broad selection of products to Canadians through both e-commerce and their 80 retail stores. By championing the power of play for children across the country, they inspire endless possibilities of fun, imagination, and wonder through toys.

Transforming Customer Service:

TRU was using a legacy Call Center application that was sorely outdated and no longer cost effective. Their old system relied exclusively on phone and email support and TRU wanted to modernize and transform their call center operations to improve customer service. 鈥淐ustomers would sometimes wait for up to 45 minutes on the phone to get a hold of one of our customer service reps. We realized improvements needed to be made鈥�聽says Christine Lamonde, Executive Customer Relations Manager at Toys “R” Us Canada.

With their business running on seasonal peaks, their old system was unable to scale and meet TRU鈥檚 changing demand.

鈥淭he Holidays present unique challenges in our business. For 3 months we can experience a 50% surge in case load and our systems simply could not scale up and down like that without significant planning and pain.鈥�

Challenges:

Toys "R" Us Canada Streamlines Customer Service with Salesforce and 91探花

TRU engaged 91探花 to make the move on to Salesforce鈥檚 Service Cloud. Already a Salesforce customer, TRU was eager to migrate their entire customer service experience onto the Salesforce platform.

91探花’s implementation allowed TRU to retire their phone support channel and move to a chat and email only support model, prompting quicker case resolutions. By consolidating all customer service activities, TRU鈥檚 customer service reps are able to reduce data entry and depend on a single source of truth with Salesforce鈥檚 Knowledge Base.

Solutions:

Smooth Transition, Big Results: TRU Canada Transforms Customer Service with Salesforce & 91探花.

The transition to Service Cloud was smooth and executed on time and on budget by the 91探花 team, which came as a pleasant surprise to TRU.

鈥淭ypically with transitions of this magnitude we expect a certain amount of pain. With Salesforce that wasn鈥檛 the case at all, and we certainly appreciate 91探花’s diligence in ensuring that the whole process went smoothly with next to zero disruption to our customer experience.鈥� says Rohan Cherian, AVP of E-Commerce & Consumer Technology.

The transition to chat-only support had several other benefits over time as well. 鈥淲e saw the return on this investment almost instantly. While customer interactions increased by 50% due to Covid and a transition to online sales, we were able cut case resolution time by 88.7%, which is outstanding.鈥� says Lamonde.

Would You Recommend 91探花?

鈥淎bsolutely! 91探花 undoubtedly understood our business requirements and dedicated the time to explain the 鈥渉ow to鈥� and 鈥渨hy鈥� of the proiect. With that knowledge, we were able to better understand the big picture and how the organizational change would benefit our business, and most importantly, our customers.鈥�

Rohan Cherian聽鈥� AVP, E-Commerce & Consumer Technology

Products that are helping Toys "R" Us grow:

Digital
Engagement

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