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IDQ Customer Success Story

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Raymon Howington
Raymon Howington

IDQ Holdings saw a 225% increase in customer service inquiries from its "Ask the Pro" marketing campaign, overwhelming its call center. It implemented Salesforce Service Cloud to integrate customer support across channels, increase efficiency and capacity. This allowed IDQ to respond faster without adding headcount. Salesforce also provided insights into customers to guide product development and marketing.

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HOW YOU RESPOND Company: IDQ Holdings, Inc. Industry: Manufacturing Model: Retail Distribution Market: Automotive Aftercare www.idqusa.com What to do when your call center is overwhelmed? Learn how one CRM Evangelist, LLC client responded to the challenge when its “Ask the Pro” campaign success overran its call center IDQ engaged CRM Evangelist, LLC to integrate Salesforce.com Enterprise Service Cloud™ with its existing processes, workflow and technology. Today, IDQ’s support team is more productive and can respond to customers immediately, helping IDQ turn its customers into advocates. Copyright © 2013 CRM Evangelist, LLC. All rights reserved. www.crmevangelist.com Salesforce, Salesforce.com, Sales Cloud, Service Cloud, and Marketing Cloud are either trademarks or registered trademarks owned by Salesforce.com, Inc. THE COMPANY THE CHALLENGE IDQ Holdings, Inc. (IDQ) is the leading provider of high-quality and easy-to-use air conditioning maintenance and repair solutions for the “Do-It-Yourself” automotive aftermarket in North America. Headquar- tered in Garland, Texas, IDQ sells its products to consumers through a blue-chip customer base representing approximately 25,000 retail stores across leading national chains, such as AutoZone, Advance Auto Parts, Wal-Mart, O’Reilly, NAPA, Pep Boys, and others. Quickly scale customer service to meet significant increase in product demand. How much? The number of service inquiries grew by 225 percent without any sign of slowing down. THE SOLUTION Deploy Salesforce® Service Cloud™ Enterprise Edition customized for IDQ’s business processes and workflows to increase efficiency, capacity and data quality. Integrate Service Cloud with IDQ’s call center telephone system and web site. Enable IDQ to integrate its social listening and online customer engagement platform powered by Radian6, now part of Salesforce Marketing Cloud™, with its core customer service and product support functions. THE RESULTS What previously took minutes now takes seconds saving IDQ thousands of hours annually. The efficiency gains increased IDQ’s call center capacity without adding headcount and allows IDQ to respond to customers and business partners faster. Salesforce.com, and the integrations developed by CRM Evangelist, enables IDQ to build meaningful profiles of its customers and retail partners using interactions across multiple communication channels. This gives IDQ deep insights into how customers use its products and creates new opportunities for marketing, education and product development.
Copyright © 2013 CRM Evangelist, LLC. All rights reserved. www.crmevangelist.com Salesforce, Salesforce.com, Sales Cloud, Service Cloud, and Marketing Cloud are either trademarks or registered trademarks owned by Salesforce.com, Inc. THE STORY Manufacturers marketing products through wholesale and retail distribution channels face unique challenges identifying the individuals who buy or influence the sales of their products at the final point of sale. IDQ knew it could increase revenue significantly by communicating the ease of use and value of its products directly to automobile owners and auto repair enthusiasts. To do this, IDQ launched the A/C Pro brand and its Ask the Pro customer engagement campaign. To extend these campaigns to social media, IDQ deployed Radian6, the social listening and online engagement component in Salesforce.com Marketing Cloud. IDQ uses it to interact with customers and retail store staff through popular social networks like Facebook, Twitter, Google+ and YouTube. When the response overran its call center, IDQ engaged CRM Evangelist, a Salesforce Silver Cloud Alliance Partner to implement and customize Salesforce.com Service Cloud Enterprise Edition. Working with IDQ, CRM Evangelist customized Salesforce.com to meet its specific requirements, including the terminology unique to its industry, and integrated Salesforce.com into IDQ’s case management processes and workflows. The project team created custom data fields to provide useful metrics and then created reports and dashboards to present the information in meaningful ways. IDQ asked CRM Evangelist to implement Computer Telephony Integration (CTI) software to connect Salesforce.com with its existing Avaya telephone system. Now, Salesforce.com automatically displays the contact record and related cases for known callers. When unknown callers dial in, Salesforce.com displays a new contact entry screen allowing agents to enter the caller’s contact information and create a new service case. CRM Evangelist modified Salesforce.com’s default Web2Case functionality to create new customer service cases originating from IDQ’s web site more intelligently. The custom integration creates and attaches new service cases to existing contacts and accounts automatically. When requests arrive from unknown contacts, the solution uses information submitted through the web site to create the new contact and then attaches a new service case to it. Thanks to CRM Evangelist and Salesforce.com, IDQ increased the capacity of its customer support team without increasing headcount. IDQ responds to its customers’ needs faster and is creating customer-centric profiles that include previous interactions. These profiles provide deeper insights into how consumers use IDQ’s products, open- ing the door for marketing and product research opportunities to increase revenue and grow the value of its A/C Pro brand. ASK the PRO! TM

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IDQ Customer Success Story

  • 1. HOW YOU RESPOND Company: IDQ Holdings, Inc. Industry: Manufacturing Model: Retail Distribution Market: Automotive Aftercare www.idqusa.com What to do when your call center is overwhelmed? Learn how one CRM Evangelist, LLC client responded to the challenge when its “Ask the Pro” campaign success overran its call center IDQ engaged CRM Evangelist, LLC to integrate Salesforce.com Enterprise Service Cloud™ with its existing processes, workflow and technology. Today, IDQ’s support team is more productive and can respond to customers immediately, helping IDQ turn its customers into advocates. Copyright © 2013 CRM Evangelist, LLC. All rights reserved. www.crmevangelist.com Salesforce, Salesforce.com, Sales Cloud, Service Cloud, and Marketing Cloud are either trademarks or registered trademarks owned by Salesforce.com, Inc. THE COMPANY THE CHALLENGE IDQ Holdings, Inc. (IDQ) is the leading provider of high-quality and easy-to-use air conditioning maintenance and repair solutions for the “Do-It-Yourself” automotive aftermarket in North America. Headquar- tered in Garland, Texas, IDQ sells its products to consumers through a blue-chip customer base representing approximately 25,000 retail stores across leading national chains, such as AutoZone, Advance Auto Parts, Wal-Mart, O’Reilly, NAPA, Pep Boys, and others. Quickly scale customer service to meet significant increase in product demand. How much? The number of service inquiries grew by 225 percent without any sign of slowing down. THE SOLUTION Deploy Salesforce® Service Cloud™ Enterprise Edition customized for IDQ’s business processes and workflows to increase efficiency, capacity and data quality. Integrate Service Cloud with IDQ’s call center telephone system and web site. Enable IDQ to integrate its social listening and online customer engagement platform powered by Radian6, now part of Salesforce Marketing Cloud™, with its core customer service and product support functions. THE RESULTS What previously took minutes now takes seconds saving IDQ thousands of hours annually. The efficiency gains increased IDQ’s call center capacity without adding headcount and allows IDQ to respond to customers and business partners faster. Salesforce.com, and the integrations developed by CRM Evangelist, enables IDQ to build meaningful profiles of its customers and retail partners using interactions across multiple communication channels. This gives IDQ deep insights into how customers use its products and creates new opportunities for marketing, education and product development.
  • 2. Copyright © 2013 CRM Evangelist, LLC. All rights reserved. www.crmevangelist.com Salesforce, Salesforce.com, Sales Cloud, Service Cloud, and Marketing Cloud are either trademarks or registered trademarks owned by Salesforce.com, Inc. THE STORY Manufacturers marketing products through wholesale and retail distribution channels face unique challenges identifying the individuals who buy or influence the sales of their products at the final point of sale. IDQ knew it could increase revenue significantly by communicating the ease of use and value of its products directly to automobile owners and auto repair enthusiasts. To do this, IDQ launched the A/C Pro brand and its Ask the Pro customer engagement campaign. To extend these campaigns to social media, IDQ deployed Radian6, the social listening and online engagement component in Salesforce.com Marketing Cloud. IDQ uses it to interact with customers and retail store staff through popular social networks like Facebook, Twitter, Google+ and YouTube. When the response overran its call center, IDQ engaged CRM Evangelist, a Salesforce Silver Cloud Alliance Partner to implement and customize Salesforce.com Service Cloud Enterprise Edition. Working with IDQ, CRM Evangelist customized Salesforce.com to meet its specific requirements, including the terminology unique to its industry, and integrated Salesforce.com into IDQ’s case management processes and workflows. The project team created custom data fields to provide useful metrics and then created reports and dashboards to present the information in meaningful ways. IDQ asked CRM Evangelist to implement Computer Telephony Integration (CTI) software to connect Salesforce.com with its existing Avaya telephone system. Now, Salesforce.com automatically displays the contact record and related cases for known callers. When unknown callers dial in, Salesforce.com displays a new contact entry screen allowing agents to enter the caller’s contact information and create a new service case. CRM Evangelist modified Salesforce.com’s default Web2Case functionality to create new customer service cases originating from IDQ’s web site more intelligently. The custom integration creates and attaches new service cases to existing contacts and accounts automatically. When requests arrive from unknown contacts, the solution uses information submitted through the web site to create the new contact and then attaches a new service case to it. Thanks to CRM Evangelist and Salesforce.com, IDQ increased the capacity of its customer support team without increasing headcount. IDQ responds to its customers’ needs faster and is creating customer-centric profiles that include previous interactions. These profiles provide deeper insights into how consumers use IDQ’s products, open- ing the door for marketing and product research opportunities to increase revenue and grow the value of its A/C Pro brand. ASK the PRO! TM