Pamela Scott

Posted by: Ryan Groves
Category: Case Studies, Field Service Lightning, Professional Services, Retail, Service Cloud

Project Details

  • Region: Ireland
  • Industry: Retail
  • Sub Sector: Fashion
  • Size of company: 100

About the customer

Celebrating nearly 50 years in business, Pamela Scott is the flagship brand of the esteemed Flairline Group, which also incorporates Ashley Reeves and Lisa Perkins outlets nationwide.

Since 1970, Pamela Scott has been present in the minds of stylish women looking for trends, accessible styles and fashionable must-have items. Pamela Scott is part of a successful family business with 20 stores around Ireland. Driven by their passion and expertise, they navigate in an ever-changing fashion world with confidence, style and flair in response to their customers’ needs.

Business Requirement and Customer Challenges

To help promote a consistent Customer Service experience to their retail customers, the Pamela Scott Service team needed a technology solution to replace the current email-based support system.  Pamela Scott offers their Customers several channels including email, web form and Facebook Messenger to contact the Service team.

Business Requirements included:

  • Multi-Channel Customer management across email, web and Facebook Messenger enquiries and cases.
  • Setup website Contact Us form to ensure all enquiries are entered automatically into Salesforce.
  • Setup support email to ensure all enquiries are entered automatically into Salesforce.
  • KPI Dashboard.

Products implemented

Ignyto implemented the following Salesforce Solutions for Pamela Scott:

  • Salesforce Service Cloud
  • Email-to-Case
  • Web-to-Case
  • Messaging – Facebook Messenger
  • Omni-Channel


  • Greater visibility of the types of issues/requests from customers.
  • Dashboard to track KPIs.
  • Greater visibility of case resolutions.


  • Email
  • Website
  • Facebook Messenger

Length of Project (Days)

30 days

Quote from the customer

“With Ignyto’s assistance we implemented Salesforce in 2021. We wanted a tool that allows us to gain greater customer visibility to ensure excellent customer retention. Salesforce fulfils these requirements by allowing us to drill down, report and get to the route cause of any issues. It is also flexible enough to adapt to our needs as our business evolves.

We have been delighted with Bal from Igynto’s friendly responsive service and advice along the implementation process.”

Contact us today to discuss how one of our Ignyto specialists can help your business implement Salesforce