![]() ![]() Q: How has Slack improved internal and external collaboration? I can’t imagine being in a workplace where I don’t have Slack anymore. It’s second nature and integrated into everything we do. Personally, I can say that when I wake up in the morning, Slack - not email - is the first app I open. Overall, we’ve created 1,200 Slack workflows across the company. Today, it’s the number-one platform we use for collaboration and information sharing, allowing us to connect seamlessly across regions and departments. We introduced Slack five years ago as a simple way to communicate through direct messaging. Q: What challenges was Intuit looking to address when it began using Slack? The output was a streamlined operating model that improved our business processes, eased the rollout of new products, and gave our sales and service teams a unified view of customer data. team worked with Salesforce Professional Services on a five-week evaluation across our sales and service teams to create a plan to unify our customer-facing teams through these digital solutions. We also use Tableau to visualize our data and allow everyone, not just data scientists, the opportunity to tell a story with that information. ![]() And Sales Cloud has helped us capture the sales funnel, from lead gen to acquisition and beyond, allowing sales representatives to become more productive and focus on customer solutions. Service Cloud has given our agents a unified view of each customer, allowing them to offer relevant guidance and easily reference a knowledge base. As part of our Signature Success Plan, Proactive Monitoring ensures customers don’t miss important emails from us, especially around tax time, and gives early notice of any issues so we can resolve them quickly without disruption. Marketing Cloud has allowed us to store customer information in one place and get campaigns out the door in a consistent and collective fashion. Q: How is Salesforce helping Intuit deliver on its mission?įor Australia, Mexico, and Brazil, which are still emerging markets for Intuit, amplifying our brand there was the priority. Integrating Salesforce and Slack has been key to accomplishing this - it’s how we store information, build a 360-degree view of the customer, and enable collaboration across our organization. A digital headquarters means centralizing customer data and providing team members with intuitive tools that allow them to be just as productive outside of the office as they are inside - from anywhere in the world. We are going to be working in a hybrid world. ![]() To me, a digital headquarters means providing employees with the technology they need to innovate, collaborate, and stay connected to do their jobs as effectively as possible. We want them to realize the value of their investment over the long term.ĭay to day, I look after four key functions: human-to-human support via phone and chat digital self-service experiences our quality and learning department and the customer experience organization, which maps the customer journey end to end and helps design our products and interaction experiences. Q: What are your priorities as Intuit’s Head of Customer Success and Experience?Īt Intuit, our main goal is to ensure we can provide the support small business owners and operators need to focus on their business, not their books. We sat down with Gabrielle Dracopoulos, Intuit’s Head of Customer Success and Experience, to learn how Salesforce and Slack together are helping the company build its digital HQ - the platform teams need to connect everyone across the business and deliver a meaningful customer experience from anywhere. By adding the power of Slack, Intuit has made it even easier for team members to collaborate and solve customer problems, saving time and boosting satisfaction – especially during tax season. With 100 million global customers, Intuit, the global technology platform behind products like QuickBooks, MailChimp, TurboTax, and Mint, is focused on using technology to simplify people’s lives and give them confidence in their business decisions.įor the past decade, Intuit has used Salesforce Sales Cloud, Service Cloud, and Marketing Cloud to help its more than 14,000 employees deliver a unified experience that puts the customer first.
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