Cengage is an education and technology company built for learners. The company serves the higher education, K-12, professional, library and workforce training markets worldwide. Cengage creates learning experiences that build confidence and momentum toward the future that students want. The company is headquartered in Boston, MA with an office hub in San Francisco. Employees reside in nearly 40 countries with sales in approximately 165 countries and territories around the world. With the technological advances in Social Media and Digital Media, Cengage is on a path of major digital transformation.
As with every growing company, Cengage has been relying on antiquated legacy systems to run their day-to-day business. With the digital transformation roadmap, one of the business-critical decisions was to implement a tool that allows Cengage not only to have better insights into their customer’s data but also allows a streamlined, fast and consistent messaging platform that is scalable to changing business needs. Cengage was looking to enable omni-channel (Email, Chat, Phone, and Self-Service) communication with their customers.
Eagle Creek was selected for technological expertise, ease of engagement, Salesforce platform knowledge and flexibility model in staffing. The solution was built by utilizing the Salesforce Service Cloud that leveraged a Lightning framework in order to provide a responsive user interface. Additionally, Eagle Creek built a knowledgebase functionality for customer self-services and Jira integration that allows for streamlined inter-departmental management of case escalations. Utilizing the Salesforce product suite, the client has been able to streamline customer communications, operations, and service; this solution has allowed Cengage to take a strong first step in the one-and-done customer service roadmap.
Eagle Creek has developed an approach to Salesforce® CRM implementations and upgrades to ensure that not only are they implemented with a proper foundation, but that they are also designed with the future needs of the organization in mind.
This approach allows our customers...