About

Squirrel Systems is a Burnaby-based point of sale vendor specializing in restaurant and hospitality management systems. Squirrel developed the first POS solution that deployed touch screen technology in the 1980s, and they have been an early adopter of multi-platform POS solutions for mobile devices and tablets.

Business Case

Squirrel Systems’s cases submitted through email have insufficient detail and no clear tie to a customer’s purchase history. They also had a high volume of cases received for predictable and repeated issues, and not enough service personnel to provide acceptable response times. Their complexity of price logic means reps require significant hand-holding to create and get quotes approved leading to no ability for partners to self-quote and quickly getting bids sent to prospects.

Solution

Plative used Salesforce Service Cloud to automatically route cases created through email, website, or portal to the right customer success managers. Plative also implemented Salesforce Customer Community with a Knowledge Base of FAQs and solution articles for common issues. Salesforce CPQ for automated pricing and proposal building within Salesforce internal or a Customer Portal was also implemented.

Outcomes

Customer success managers began to submit tickets on their customers’ behalf that were immediately visible, increasing transparency and the accuracy of ticket descriptions and thus case close time. Some customers are able to self-service, increasing deflection and case volume. Time to quote creation and approval also increased, getting bids to prospective customers faster than ever.

Technologies

• Salesforce Service Cloud
• Salesforce CPQ