Making Scaling Simplified with Salesforce
Hunter Douglas is a publicly held Dutch multinational corporation that manufactures window blinds and coverings. They came to us with several high-priority initiatives, and we provided detailed deliverables and recommendations to help with scale, user adoption, and the utilization of declarative capabilities.
- Industry: Franchise & Distribution
- 134 companies
- 100 countries
- Estimated annual revenue $3.7 billion USD
- approximately 24,000 employees
- Salesforce Products:
Marketing Cloud, Experience Cloud, Sales Cloud, Service Cloud
At a Glance
After their initial work with Another Systems Integrator (SI) on the Experience Cloud implementation called “The Link”, Hunter Douglas reached out to Groundswell. Even though the SI implemented a lot of custom work, Hunter Douglas felt like they were still not getting enough strategic direction. Groundswell came in to understand Hunter Douglas’ users of The Link (also known as Dealers) and determine areas for immediate enhancement and goals for the future.
Mobile Experience Engaging Dealers in the Field
Enhanced Search Capabilities
Higher Overall User Experience & Improved Scalability
Our executive leadership team has been especially impressed.— Dan Trujillo
Director Customer Experience, Hunter Douglas
User-friendly Content Management
First, Groundswell provided recommendations on how to improve their existing content structure. We improved the content experience so Dealers can seamlessly find information relevant to them and access relevant content to deflect case creation.
Groundswell also reviewed the existing calendar capabilities available to Dealers and connected the Dealer’s calendars with their schedules on The Link. We enhanced search capabilities on The Link so Dealers can search for content across multiple platforms.
Uplifting Dealers with a Mobile Experience
Hunter Douglas needed to offer their partners better options for self-service and improve digital channels. In order to improve the support experience for Hunter Douglas Dealers, we increased the number of self-service capabilities that were available to them. With an on-the-go mobile experience of The Link, Dealers can now access important information while they’re in the field. They can also text their customers from within the Experience to confirm appointments, order information and send reminders.
All the necessary information needed in a single source.
Order and Opportunity Management
We improved the Dealer user experience in The Link (the partner community) to include a more intuitive UI so they can easily see the status of a given order, and the order line item with a quick visual scan. Groundswell also developed additional functionality for pushing status updates onto linked opportunities, plus timely notifications and alerts.
Help Centre Support
We updated the user interface of Hunter Douglas’ support page and streamlined their user experience. There are several items Groundswellers identified on Hunter Douglas’ Help Center that may require support in the future. Support needed includes bots, master paragraphs, installation instructions, order lookup, and search capabilities.
Whatever question you have Hunter Douglas’ Help Center support page on The Link is here to help.
Strategic Directions Where It Counts
We’ve helped many companies improve their existing Salesforce org and think differently about their approach. No matter where your company is on your path to growth, we can help you get where you need to be.