Cin7's Success Story

Cin7

Industry

SaaS, Supply Chain

Solution

Service Cloud

Experience Cloud (Community Cloud)

Results

Customer Community, Live chat

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Micado implemented a solution our team can't do without, and we found the process of working with them really simple and effective.

Doug LaBahn, Chief Marketing Officer | Cin7 

About

A Kiwi start-up success, Cin7 was founded in 2011 as a connected inventory management and POS solutions company, and is expanding globally with successful investment from US based Rubicon Technology partners.  

 

“Cin7 helps businesses get their products to more customers, more efficiently, through more sales channels – faster than ever before. Every month, millions of sales orders flow through the Cin7 platform, reducing cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations.” 

Challenge

Cin7 is well-positioned for rapid international expansion. More and more wholesalers and retails need cloud-based, connected inventory management tools. However, with more than 550 integrations, a global partner network, and customers relying on Cin7 for delivery of critical business functions, the need for a responsive customer community is critical. 

For Customer Success, it is important to delight their customers, providing them with the highest level of customer service. For Operations, the ability to rapidly scale service at the same pace as the business is critical.  

Historical Cin7 processes did not give the Customer sufficient visibility and control over their support journey and left Cin7 vulnerable to a negative customer experience. 

Cin7 was seeking a solution to reduce customer churn and mortality through better customer engagement and to expand the ability for customers to get answers to their questions quickly. 

Solution

Historical Cin7 processes did not give the Customer sufficient visibility and control over their support journey, and left Cin7 vulnerable to a negative customer experience. 

Cin7 was seeking a solution to reduce customer churn and mortality through better customer engagement and to expand the ability for customers to get answers to their questions quickly. 

Results

Using Salesforce Experience Cloud (Community Cloud), Micado designed a secure self-service customer portal, connected directly to the Cin7 product, seamlessly directing customers to the Cin7 support community. The new customer community fits into current business tech stack and provides a robust platform for scalable development to support customer engagement. 

38%

More cases closed

40%

Increase in NPS score

16,000 +

Community members

3,100

Logins in last 30 days

Full Story

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