GS CONSTRUCTION

PROJECTS

GS CONSTRUCTION B2C & B2B CRM

SOLUTION HIGHLIGHTS

Service Cloud, i2Notiforce, Kakao Consult Chatter

BACKGROUND AND CHALLENGES

GS E&C is a leading South Korean construction company that has established itself as an industry leader with a wide range of building and infrastructure projects in Korea and abroad. However, in the shadow of its growth, the problems caused by the separation of work processing departments internally became increasingly apparent. Even for the same customer, it was difficult to coordinate and utilize information between different work-processing departments, resulting in a decline in the quality and efficiency of customer service. In addition, customers consistently reported inconvenience of having to submit the same request to different departments multiple times depending on the nature of the service. This directly led to a decline in customer satisfaction, and a fundamental solution was needed.

Against this backdrop, GS E&C recognized the need to introduce innovative solutions to maximize the quality of customer service and improve internal operational efficiency. In particular, it became urgent to build an integrated customer service management system that could enhance information sharing and collaboration between departments and resolve customer requests at once. To address these challenges, GS E&C decided to implement Salesforce's Service Cloud, i2Notiforce, and Kakao Consult Chatter solutions. The adoption of Salesforce solutions was expected to not only revolutionize GS E&C's internal workflows, but also bring about a qualitative change in customer experience.

RESULTS

After implementing the Salesforce solution, GS E&C experienced a revolutionary change in its customer information management and service delivery processes. All customer information is now centered in one place, centered on the Service Cloud, eliminating the data silos that previously existed between different departments. This has led to increased data sharing between departments, and customers are able to resolve all inconveniences with a single service inquiry.

Sending personalized text messages, Kakao Alert Talk, and Friend Talk has further improved communication with customers. The automated messaging system with i2Notiforce enables communication tailored to the needs and preferences of customers, which has significantly improved customer satisfaction. In addition, the Kakao Consult Chatter channel with Kakao Consult Chatter has significantly improved the customer experience by giving customers the opportunity to communicate directly on their preferred platform.

Most importantly, one unified customer management platform has enabled scientific decision-making based on customer data, which has been a decisive factor in improving the quality of customer service. By analyzing data such as customer history, preferences, and behavior patterns, GS E&C is able to provide more personalized and effective customer service.

Through the successful implementation and utilization of Salesforce solutions, GS E&C was able to not only improve the quality of customer service, but also significantly improve internal operational efficiency and customer satisfaction at the same time. This laid the foundation for GS E&C to further strengthen its competitiveness in the market and continue to provide customer-centric services.

GS CONSTRUCTION

PROJECTS

SOLUTION HIGHLIGHTS

BACKGROUND AND CHALLENGES

RESULTS

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