FamilySearch employees are currently working on rolling out Salesforce, a new customer relationship manager tool. Within the coming weeks, it will be used by multiple departments including engineering, patron services, and member and public outreach. Find out how it will benefit you.
In an effort to facilitate the handling of customer service cases and manage patron lists and reports, FamilySearch will be implementing the award-winning customer relationship manager tool, Salesforce. Used by over 100,000 businesses from around the world, this is a tried-and-proven solution for managing customer data and information that we are excited to use.
“I expect Salesforce to help us save time and communicate more effectively throughout patron services,” said Mark Mitchell, tier III support manager. “We will have patron information, cases and knowledge articles in a consolidated location and that will help us serve patrons better. We will have better reporting that will allow us to communicate more details and specific information with engineering so they are able to solve our high priority issues.”
A few of the benefits we see in this new program include:
- The work of the Lord can now more forward more broadly and rapidly than before.
- New tools that will allow you to do your jobs easier and more powerfully.
- Unifies the organization by eliminating barriers to information.
- Provides leadership insight into the business, projects, and campaigns.
- Protects the Church because of better data security and easier support work flows.
- Prepare for the growth of the church in all regions of the world.
We anticipate the ability to share pertinent information across the division to quickly solve customer issues. With the ability to collaborate on cases and share solutions, one can also receive real-time alerts on critical accounts so they know when, where, and for whom to provide the urgent service. We also plan on building a e-location where a patron may now enter their problem online and it will automatically be generated into a case to address.
Mitchell concluded, “We are excited to be using this tool and look forward to sharing it!”