The community has a clean, user-friendly design and large buttons to help even the least-techy customers navigate with ease. Customers can self-serve for simple tasks such as tracking packages or changing delivery details without having to call the support desk. “With the long-term closure of cinemas during COVID-19, Service Cloud gives us invaluable insights to help us be more predictive about customer needs,” said Jürgen.Ĭinionic has also launched a community on Experience Cloud to share knowledge articles and videos aimed at helping companies recover from lockdown restrictions and kick start business.
Staff can then quickly identify cinemas in regions where restrictions are due to be lifted and ensure there are enough spare parts in the area to get equipment up and running again in the event of an outage.
Although case volumes are low due to many screens being temporarily closed, the team added a tick box for customers to notify the team if their ticket is related to the pandemic. The service team has also become more proactive. They’ve also recently started an initiative to contact customers who give a low NPS score to find out how they can improve the customer experience. For example, if a customer has recently raised a ticket to fix an issue with a product, the sales team can reach out to find out if the issue is resolved before targeting them to cross- or upsell. With data centralised on Salesforce, Cinionic can have better conversations with customers. This was particularly valuable during the COVID-19 pandemic, as Cinionic could advise customers on when to set up their equipment for re-openings. They also use Pardot to send relevant content and ‘how to’ videos to customers to help them maintain their equipment.
Segmentation helps send prospects on the right marketing journeys at the right time to boost conversion rates. By capturing customer data on Salesforce, the team knows who to invite to which sessions to maximise attendance and deliver the most value to every prospect. The company switched physical events for digital, hosting webinars, panel discussions, and interactive Q&A sessions. We wanted to move to a more digital and data-driven approach, and the pandemic really accelerated that change as it forced our customers and partners onto digital channels,” explained Jelle Deconinck, Director of Digital Marketing at Cinionic. “We used to go to a lot of trade shows to show off our products and network. But the COVID-19 pandemic acted as a worldwide catalyst for digitalisation. To cater to its traditional customers, Cinionic had a standard approach to marketing.
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