SameSystem develops a complete workforce solution for retailers and foodservice. The software is used by more than +800 companies and is an indispensable solution for more than +160,000 users across 23 countries.
SameSystem has +130 employees who support and develop solutions from ten different offices.
Yield
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Intelligent collaboration across departments
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Always access to all relevant information regardless of how users enter the system
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Standardization of work processes.
SameSystem uses Salesforce Sales Cloud and has also implemented Salesforce Service Cloud. Instead of multiple solutions - HubSpot, Zendesk and a third web solution used for the Onboarding process - everything is now consolidated on a single platform. The new architecture, built on Salesforce, supports SameSystem's ambitious growth strategy.
Products
Henrik P. Salicath, CEO
"We needed a solution that supported the development of our business and growth plans, ensuring cohesion across the value chain at SameSystem.
We looked at several competing setups but chose Salesforce as the foundation for our data-driven Go-To-Market approach. Salesforce now forms the core part of our internationalization and future scaling journey."
Service Cloud has replaced existing Zendesk service solution
After successfully implementing Salesforce Sales Cloud, SameSystem began implementing Salesforce Service Cloud.
Management decided that all relevant information regarding existing customer relationships should be gathered on one platform. Salesforce Service Cloud thus replaced the existing Zendesk service solution to enable information sharing between sales, marketing, and service on one and the same platform.
Intelligent collaboration across departments
The new service setup has two entry points. If the customer contacts via email, a Case is automatically created in Salesforce, where the customer automatically receives a confirmation with a case number. For customer inquiries by phone, SameSystem's support staff manually create a Case in Salesforce with the option to specify exactly what the issue concerns, optimizing subsequent case management. Following the call, the customer receives an email notification with the case number.
When a case is marked as delivered, an automatic notification is also sent to the customer with information about what has been done in the process. In addition, follow-up emails are scheduled for cases where the inquiry concerned system changes.
All Salesforce users at SameSystem thus have access to all relevant information concerning their customers to always offer optimal and customized service.
Jacob Rasmussen, Global Client Success Director
"The transition from Zendesk to Salesforce has given us a unified overview. Our customer journey is now gathered in one system, giving SameSystem a single complete overview so we can provide our customers with the best service experience."
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