BAE Systems

Synopsis 

Mayo Hardware, an outdoor lifestyle, safety, security, and hardware supplier and distributor, engaged with The Big Middle to enhance their customer service offerings through implementing Salesforce Service Knowledge Base, Service Cloud Voice, and Service Cloud Email-to-Case. Although Mayo Hardware is headquartered interstate, the principal factors in the selection of The Big Middle was our extensive experience in Salesforce Service Cloud and our key values of Transparency and Ingenuity that allowed for the development of long-term meaningful working relationships based on trust. This large enhancement project has seen the same team collaborating with the client since day one, working with the client to manage their 5-phase Salesforce Service Cloud upgrade. 

  

Alongside The Big Middle, Mayo Hardware have achieved the following outcomes so far: 

1. Streamlined Knowledge management, repository, and processes. 

2. Connected Knowledge and customer service processes to improve business experiences. 

3. Improved business experience for customer service voice calls and seamless integration into Salesforce. 

4. Efficient management of customer service support cases originating from emails and calls. 

  

Context information

Customer name: Mayo Hardware 

Industry: Commercial distributor and supplier 

Implementation: Salesforce Service - Knowledge, Voice, and Emails 

  

Background

Mayo Hardware have an existing Salesforce implementation from 2012 that requires major upgrades. In this project they wanted to achieve the following: 

1. Streamlined Knowledge management, repository, and processes. 

2. Connected Knowledge and customer service actions for improved business experience for employees. 

3. Improved business experience for customer service voice calls and seamless integration into Salesforce. 

4. Efficient management of customer service support cases originating from emails and calls. 

   

Requirements  

Mayo Hardware have an existing Salesforce implementation. Key requirements included: 

• New set up of Salesforce Knowledge base to manage their help material including FAQs, troubleshooting guides, and procedures. This would replace manual management of Knowledge that spanned multiple repositories and physical notes. 

• New set up of Salesforce Service Voice with Amazon Connect to replace a standalone customer service call centre setup. 

• New set up of Salesforce Service Email-to-Case to replace manual management of cases from Outlook. 

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Competition

Australian business and presence, strong partnership and support from Salesforce, and the executives liked us! 

  

Deal

This is a large project broken down into 5-phases. TBM have finished Phase 2 (approximately 3 months) and will commence Phase 3 in mid-late September 2023.