Explore how Nihilent transformed CRM and customer experience for a leading food manufacturer behind some of the most trusted household brands. By redesigning service around the customer and implementing Salesforce Service Cloud and Experience Cloud, Nihilent built a unified customer view that lifted customer delight above 80% and cut onboarding and query resolution time by around 56%.
Service
CRM Transformation / Customer Experience / Customer Loyalty Management
Vertical
Consumer Goods / Food Manufacturing
Region
Australia & New Zealand
Tech Stack
Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce CRM
The client is home to some of the most loved and trusted household food brands, spanning bread, milk, flour, cooking oils, margarine, sauces, dressings, desserts, and more. Operating across multiple group companies, it serves a large and diverse customer base. The business wanted a unified view of every customer across the group to improve experience and loyalty across its products and services.
Without customer centric processes or a single view of the customer, service was slow, costly, and inconsistent.
01
Customer information was spread across group companies, with no single view to support service or loyalty.
02
Service processes were not designed around customer interactions, driving dissatisfaction.
03
Customer onboarding and query resolution took too long, frustrating customers and service teams alike.
04
Slow, inconsistent responses kept satisfaction rates low across products and services.
05
Fragmented touchpoints created a disconnected experience across the group's brands.
06
Inefficient processes required a large customer support team, raising the cost of service.
Nihilent combined customer centric process design with Salesforce Service Cloud and Experience Cloud, building a unified customer view on top of the CRM.
Salesforce Service Cloud
Implemented Service Cloud to manage customer cases, interactions, and queries in one place
Salesforce Experience Cloud
Delivered connected digital experiences for customers on Salesforce Experience Cloud
Customer Centric Process Design
Defined and optimized service processes based on real customer interactions
Unified Customer View
Built a single view of each customer across group companies on top of the CRM
Single Window Service Console
Brought customer, product, and related information together to speed up service
Interaction and Query Tracking
Enabled teams to track and manage every customer interaction through to resolution
customer delight, lifting overall satisfaction
less time for customer onboarding and query resolution
customer view across group companies
window for customer, product, and service information
customer experience across the group's brands
service processes built around real customer interactions
Nihilent transformed both CRM and customer experience for the client. By redesigning processes around the customer and unifying customer data on Salesforce Service Cloud and Experience Cloud, the business moved from disconnected, time consuming service to fast, consistent support. With customer delight above 80% and onboarding and resolution time cut by around 56%, the client now has a CRM foundation that strengthens loyalty across its household brands.
