Case Study: Fiskars achieves streamlined warranty service and 40 hours saved weekly with Simplus Salesforce Service Cloud

Fiskars saves 40 hours a week with Simplus

Fiskars, a leading consumer goods company, needed a more efficient process to manage customer warranty support cases. They partnered with Simplus to implement a solution on Salesforce Service Cloud. Their key challenges included creating a scalable case management system, integrating with their JD Edwards ERP and Silverpop marketing software, and gaining better reporting insights into product issues.

Simplus designed and developed a custom Salesforce solution that centralized all warranty information. This provided Fiskars with a streamlined service process, a 360-degree view for service reps, and integrated data flow. The results were significant, including time savings of 40 hours per week in warranty administration and a drastic reduction in the time needed to pull quality issue data from days to minutes. The number of customer service calls also decreased due to automated status updates.

Fiskars