A unified customer experience provides insight and efficiency for CrossFit

Becoming a worldwide health and fitness movement does not happen overnight. 超过三十年, CrossFit已经建立了一批忠实的追随者, 在14个国家有超过500万的运动员,全球有5000个地点. 然而, 该组织的领导层认识到，积极的技术投资将有助于更好地为客户服务, 提供可操作的数据，同时为未来的运营提供可扩展的基础，以实现持续增长.

CrossFit maintains operations in three categories: affiliate owners, 游戏参与者和教育学生. An individual “CrossFitter” is often a member of all three groups. 然而, the customer service function was managed differently for each group, with multiple technology applications in place and varying user experiences. 混合健身运动员或从业者提交的问题可能会对所有三个类别产生影响, 但是，一个组的客户支持代表没有一个简单的方法与其他组的座席共享它. csr使用三种不同的登录和搜索方法来收集信息并支持客户, and metrics were inherently inconsistent across the legacy systems.

CrossFit的利益相关者明白，这个过程效率低下，导致客户服务质量不高. 此外, the three disparate sources of data could present problems as growth continues, 为了获得360度的客户视角，并继续为他们提供世界级的体验，一个更精简、更高效的解决方案是必要的.

“Our lines of business were traditionally siloed, and they ran customer support out of their own tools,本·普瓦里尔说, CrossFit的企业系统专家. “So, 我们开始努力整合系统并实现一个企业工具——salesforce Service cloud——用于客户支持.”

Creating a more effective view of the customer

RSM US LLP团队最初被邀请来评估CrossFit的报价到现金流程，并进行信息技术评估. That engagement was very helpful for CrossFit and resulted in several recommendations.

Crossfit的销售团队已经在广泛使用Salesforce销售云，但只有这个团队在使用Salesforce, RSM advisors felt that the system was underutilized. RSM的主要建议之一是CrossFit利用Salesforce Service Cloud来解决流程效率低下和数据挑战，并更好地了解客户活动.

CrossFit的领导层看到了将Salesforce平台的使用扩展到客户服务领域的潜力, 并同意RSM的建议，即实施服务云来取代目前存在的多个遗留系统. 除了将所有客户数据整合到一个系统中并提高整体可见性之外, Salesforce的解决方案还可以通过整合两个冗余的应用程序来节省CrossFit的许可和维护成本.       

“在CrossFit领导层看来，没有360度全方位的客户视角是影响公司发展的最大风险,史蒂夫·迈尔斯说。, RSM业务开发经理. “So, once we outlined a Salesforce solution, they were eager to get started.” 

RSM团队与CrossFit利益相关者密切合作，收集需求并设计扩展的Salesforce平台. 这个过程并不是一蹴而就的, but a full transformation of the organization’s service operations.

与Salesforce服务云, the customer service function is now consolidated into one central platform, 为CrossFit提供了一个统一的客户活动视图，这是该组织以前从未有过的. 在过去, each team had its own specific reports and procedural steps—now, stakeholders can see all activity across categories and project customer needs, and their customer experience processes are consistent.

“最重要的变化是跨团队协作以及在同一工具内将门票分配给另一个团队的能力,普瓦里埃说. “在过去，我们不得不利用耗时的变通方法，因为团队在不同的系统上. Now, we can simply reassign a ticket to the proper person or team in Salesforce.”

RSM帮助CrossFit开发了几个报告和仪表板，帮助组织更好地了解其客户并根据需要调整流程. 从“很高兴知道”的信息到对关键性能指标和服务水平协议的直接洞察, CrossFit现在拥有大量的实时数据，可以更好地了解性能并指导决策.

“我们做了大量的数据工作, and now we have all of our several million CrossFit customers in the system, plus the affiliate records—and we have full visibility across teams,普瓦里耶补充道. 

Eliminating overhead and enhancing communication

With an international presence and continued expansion on the horizon, CrossFit的员工每天都需要与多个国家的用户进行有效的沟通. One challenge frequently emerged when CSRs worked with some international clients. 

通常在与这些客户的互动中, CSRs would have a live chat pulled up on one screen and Google Translate on another. 这个过程不是很有效, and a lack of accuracy frequently resulted in communication breakdowns.

The Salesforce platform has allowed these communications to be transformed and strengthened. 通过使用语言I/O, a Salesforce AppExchange product that RSM has experience implementing, conversations are now translated in real time, with considerable increases in overall accuracy—all without leaving Salesforce. By decreasing overhead and streamlining communication processes, CSRs can deliver services more efficiently and spend more time on value-added processes. 

“Salesforce gives us language capabilities that our team does not natively have,普瓦里埃说. “这是很酷的. People can write in and they will know that they will be supported in their localized language, 这可以帮助我们成长.”

尽管混合健身是一个很大的, 全球性组织, RSM在Salesforce内部实施其支持流程，着眼于维护个性化的客户体验.

“当客户与csr互动时, they still feel like they are only interacting with one person,玄进说。, RSM主管. “But it is actually the system that is doing the hard work.”

前面的路

RSM is providing ongoing Salesforce support for CrossFit, as well as guidance toward creating additional efficiencies and improved customer experience. CrossFit is well positioned to use the Salesforce platform for future enhancements. As the company consolidates more customer data and implements additional platform features, 操作只会变得更容易, and the Salesforce system will deliver even more return on investment. 例如, CrossFit目前在电子表格中维护额外的内部系统，这是Salesforce内部自动化的主要目标.

“The first step was just moving everybody into Salesforce,” says Jin. “现在他们都在使用这个系统, 关于其他流程是否可以自动化和简化的问题层出不穷. They are already looking forward to phase two.”

With a unified service foundation now in place with Salesforce Service Cloud, CrossFit has completely transformed a critical area of its operations. The organization now has more consistent support and more visibility into customer needs, 并且由于效率的提高，能够将vwin娱乐场官方重新分配到业务的其他领域. Team communication has been greatly enhanced on the new platform, and an already strong customer experience has become even more so.

“Some of our nuances were hard to address before,普瓦里埃说. “例如, a gym owner can also be a customer. 有些人可能在某周以用户的身份提交游戏问题，然后在另一周以会员的身份提交问题. 在过去, we did not have visibility to connect one another, but now we do."

By no longer having to manage disparate sources of data, csr对多个用户分类有更多的可见性，可以更快地为客户提供所需的帮助，从而更好地为客户服务. 迁移到Salesforce服务云确保CrossFit将继续在全球范围内提供世界级的体验，并保持其忠诚度, 连接的粉丝基础参与了几年.