Wise Wolves

August 16, 2024

Boosting Efficiency and Engagement: GOLO’s 300% Revenue Growth and 2x Retention Success with Wise Wolves

GOLO is a leading e-commerce company dedicated to improving health and wellness through innovative products and personalized customer support.

Overview:

Initial Situation: GOLO’s outdated CRM led to long response times, customer dissatisfaction, and retention issues.

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Solutions Implemented: Wise Wolves enhanced their Salesforce instance by implementing Salesforce Service Cloud and Salesforce Marketing Cloud to, optimize support processes, and improve data management. After the initial Salesforce optimization, Wise Wolves increased the number of support channels to include SMS, deployed a chatbot, and deployed Service Cloud Voice to manage inbound phone inquiries.

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Outcomes: Achieved 300% faster case resolution, doubled customer retention, saved $1 million, and boosted customer loyalty.

Initial
Situation

GOLO’s customer service operations faced numerous challenges with an outdated and inefficient CRM system. Despite significant revenue growth and product recognition, GOLO struggled to manage customer support cases. This challenge highlighted the need for a swift and effective solution and sought Wise Wolves’ expertise to overhaul their CRM and streamline operations.

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CRM Implementation: Within 60 days, Golo was upgraded to a comprehensive Salesforce CRM system that included Marketing Cloud and Service Cloud, to centralize customer data and improve management.
Process Optimization: Enhanced existing support processes, including Case Capture, and call logs. Deployed a chat bot and Service Cloud voice to ensure prompt customer response times. Improved Marketing Operations by adding IP warming and targeted outreach to new customers.
Data Management: Improved data synchronization and reporting capabilities between Salesforce and their customer ecommerce to ensure better data handling and analysis.

Solutions
‍Implemented

Outcomes

The partnership with Wise Wolves bought significant improvements:

300% Faster Case Resolution: The new CRM system drastically reduced case resolution times.
Enhanced Customer Satisfaction: Quicker responses led to higher levels of customer satisfaction. Cases are now logged automatically and linked to customer accounts drastically reducing the amount of time it takes to understand and act on client requests.
Doubled Customer Retention: Due to better case management and marketing outreach, GOLO significantly increased customer retention.
Operational Efficiency: Saved $1 million by optimizing workflows and phasing out redundant CRM systems.‍
Boosted Customer Loyalty: The improvements prepared GOLO for future growth and increased customer loyalty.

“You guys are the BEST we have ever had and we are so happy with your service!”

-Eden Covington, Director of Service at GOLO

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“Wise Wolves helped us take our Salesforce usage to the next level. We needed a system to handle our increasing customer support operations, and Wise Wolves helped us automate through Service Cloud. As a result, we saw a 300% reduction in case resolution times and a 2X increase in customer retention.”