Case Study: Crocs Achieves Customer Service Automation and Compliance with GyanSys and Salesforce

Customer Service Automation with Salesforce Platform

Crocs, a global footwear brand selling in more than 85 countries, needed a centralized way to manage customer service workflows for its APAC teams. Working with GyanSys, the company set out to replace manual processes and improve CRM, case management, and automated workflow capabilities on the Salesforce Platform, including Sales Cloud.

GyanSys implemented Salesforce-based customer service automation with streamlined approvals, case resolution, global search, and request tracking tied to ERP/SAP processes. The solution improved case visibility, increased task accuracy and response time, and strengthened data compliance through standardized workflows and event logging for SOX audits, helping Crocs achieve 100% accuracy in data sent to the ERP.

Crocs

Brian Gustin

Senior Director of Customer Operations