Case Study: Sunny boosts maritime e-commerce and omnichannel service with Salesforce and valantic

Sunny cuts customer wait times by 20% with Valantic

Sunny, a premier maritime retailer, faced a near-total collapse of its traditional in-person sales model during the pandemic. To survive, it needed to rapidly transition to a fully digital e-commerce approach while maintaining its reputation for excellent customer service. For this transformation, Sunny partnered with the vendor valantic to implement a CRM solution using Salesforce Service Cloud.

The solution implemented by valantic involved integrating Salesforce to create an omnichannel platform, connecting ERP and e-commerce systems and adding touchpoints like WhatsApp and Facebook Messenger. This allowed Sunny's customer service to handle a surge in digital communication efficiently. Results include over 40% of inbound communication shifting to messaging apps, helping thousands of customers, and a 20% reduction in customer wait times. valantic also designed a chatbot to further improve agent productivity and customer response times.

Sunny