Service across email, web and Facebook Messenger.
Ignyto implemented Salesforce Service Cloud with omni-channel, email-to-case, web-to-case and Facebook Messenger messaging for Pamela Scott, the fashion retailer with 20 stores across Ireland, replacing an email-based support system.
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Book a discovery call →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.
To promote a consistent customer service experience for retail customers, the Pamela Scott service team needed a technology solution to replace the existing email-based support system.
Customers contact the service team through several channels — email, web form and Facebook Messenger — and all of them had to land in one place.
The team also needed KPI reporting, which the email-based system could not provide.
- Service Cloud with omni-channel routing across every contact channel
- Email-to-case so support email enquiries enter Salesforce automatically
- Web-to-case on the website Contact Us form
- Facebook Messenger messaging connected into the same case queue
- A KPI dashboard for the service team
Greater visibility of the types of issues/requests from customers.
Dashboard to track KPIs.
Greater visibility of case resolutions.
“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 root cause of any issues. It is also flexible enough to adapt to our needs as our business evolves.”
Pamela Scott · Retail — fashion
Salesforce reports that Service Cloud customers see a 31% improvement in agent productivity and a 32% increase in customer satisfaction.
Source: Salesforce Customer Success Metrics 2023. A typical result across Salesforce customers, not a figure reported by Pamela Scott.
Connected to the systems either side of it.
Salesforce rarely stands alone. On this engagement Ignyto connected it to the systems already running the business, so data moves once rather than being entered twice.
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