Crocs Main Image

Customer Service Automation with Salesforce Platform

Crocs, Inc. is a world leader in innovative casual footwear for women, men, and children, celebrating its 10th anniversary in 2012. The Company’s brands include Crocs and HEYDUDE, which are sold in more than 85 countries through wholesale and direct-to-consumer channels.

  • Industry: Retail
  • Location

    Broomfield, Colorado, United States

  • Scale:
    • 2.313 billion USD revenue
    • 5900+ employees
  • Salesforce Products:

    Platform, Sales Cloud

At a Glance

Crocs and HEYDUDE needed to manage their day-to-day workflows within a centralized system. Through a series of projects Groundswell helped the Crocs and HEYDUDE teams deploy Salesforce for their Customer Service processes in APAC with the purpose to provide CRM, case management, and automated workflow capabilities and replace current state manual processes.

Enhanced Case Visibility
Increased Task Accuracy & Response Time
Improved Data Compliance

Gyansys was a great partner for us in this project … they lived up to their motto of being big enough to deliver and small enough to care. They had the expertise and the resources to get the job done.

—  Brian Gustin, Senior Director of Customer Operations, Crocs

High Accuracy of Task Completion

The Crocs team now has streamlined approval and case resolution processes which helps them execute their day-to-day tasks faster in Salesforce, including the creation of leads/accounts, cases, as well as change requests sent to SAP.

We enhanced the current system search capabilities with the Global Search feature which now displays Related search results, and if the searched records are available in multiple objects users can click on them to easily view the related records.

Users can also submit open requests for approval and track the path of the current status of the approval process. We helped improve the process to ensure the right requests are being delivered to the right approvers. This allows for traceability of where the request lies in its lifecycle.

Crocs Updated Dashboard

Managers are 28% more likely to find timely information using visual data recovery tools.


Enhanced Case Lifecycle Visibility

Our team developed an automated workflow that allowed for greater insights into volumes and opportunities to streamline business processes. This was achieved by standardizing the steps and criteria of approvals required. Approvals are submitted by the customer service or sales teams and go through a custom, automated approval pipeline to ensure requests were viewed by the correct teams. This allows them to track their request’s progress and what input is being added. Once all input and approvals are complete the request submitter can get the data processed in the ERP. 

The Crocs team now has an accurate visibility of accounts information between teams that helps prevent multiple lost email threads with requests and data. The proper documentation of the volumes of business and customer service requests to be managed allows for data to go into the ERP with 100% accuracy.

Since 85% of data is unstructured, workflow automation is critical for a business to save time and minimize mistakes.

Crocs Approval Process Steps

Improved Data Compliance & Management

By defining standardized business processes we were able to create customizable approval workflows and an event log, specifically defined by Crocs, that ensured the right people approved the changes. The detailed event log is mandatory for SOX compliance audits. In addition, by setting the final step of an approval workflow to an identified data management team, we were able to ensure data was managed correctly and met all compliance requirements.

Crocs is SOX Compliant

Organizations lose an average of $4 million in revenue due to a single non-compliance event.

Groundswell Team Shot

Make the complex simple with Groundswell

The Crocs and HEYDUDE teams needed a more streamlined approval and case resolution process to access the right data at the right time, while also addressing compliance requirements and removing human error from the equation. With an optimized Salesforce instance, they are ready to scale and grow their business.