Case Study: Global Leader in Pediatric Nutrition achieves Consumer Relationship Transformation with SoftServe

Consumer relationship transformation And lightning upgrade for pediatric Nutrition leader

Global Leader in Pediatric Nutrition, a global company with more than 70 products in over 50 markets, partnered with SoftServe to modernize its consumer relations operations. Following a major acquisition, the company needed to evaluate a digitized to-be process on Salesforce for worldwide consumer inquiry and quality/complaint management, while also planning a Lightning upgrade to improve UI/UX and support new capabilities.

SoftServe implemented a consumer relationship transformation and Salesforce Lightning upgrade roadmap, extending omnichannel engagement across web chat, social media, self-service knowledge, chatbots, and messaging platforms, while using AI and NLP to reduce routine agent work. SoftServe also assessed and optimized existing Salesforce functionality, identified process improvements, and delivered a roadmap and backlog for future enhancements; the case study highlights improved usability and efficiency, though it does not provide specific quantitative results.