Enabling a unified brand experience
California Closets has 120 showrooms and 800+ designers across North America. They expect to double their employees and showrooms through increasing their stores and franchises. Having partnered with many high-growth companies, Groundswell was uniquely positioned to help California Closets level up.
At a Glance
California Closets’ goal was to create an exceptional customer experience delivering improved communication across all territories. We helped California Closets achieve this by moving customer liaisons and designers into Salesforce to leverage scheduling capabilities and work order management for installations.
Customer Satisfaction Rate
Enabled 800+ Designers
Increased Designer Productivity
Groundswell was phenomenal in identifying quickly how our current processes could be supported within the standard Salesforce offering. The leadership they provided was critical to the success of our launch.— Serina Lopez, Senior Director of Product Management, California Closets
A streamlined booking system
Using Experience Cloud, our team created a self-serve appointment booking system leveraging California Closets’ established customer community. This included automated notifications for their customers, customer liaisons, and designers. We routed consultations to the right designers efficiently, including scheduling consultations and managing appointments, to unify California Closets’ goals across locations.
This efficient booking system with intuitive prompts guides the customer along the sales journey.
Mobile app to drive sales for California Closets
We developed a mobile app for designers using Salesforce’s Field Services Lightning technology. It provides up-to-date information on appointments to achieve a personalized consultation for better on the ground selling to customers. Key metrics and dashboards are now easily accessible as well.
Creating a single source of truth
California Closets was looking to integrate their client systems with Salesforce to consolidate data and ensure integrity. That’s why we integrated Dash, MIS Sugar, and Shopify through Mulesoft for a uniform Salesforce system. California Closets can now send and receive data more efficiently and reduce their dependence on existing systems.
We also created new dashboards and reports for California Closets’ executive team to have a clear view of key metrics from multiple locations.
Improved insights and visibility into business performance to drive measurable outcomes
A quality solution for their entire team
Groundswell significantly enhanced California Closets’ customer experience, while improving the experience for their executive team and distributed designers. They now have a platform that allows them to scale and adapt when needed without compromising their commitment to quality.