How EBQ Optimized Henry Repeating Arm’s Service Cloud Setup
With EBQ’s help, Henry Repeating Arms implemented Salesforce Service Cloud seamlessly into their business — reducing ticket handling time and boosting customer satisfaction scores.
As a result of our Service Cloud setup, Henry Repeating Arms saw a:
reduction in case management time
increase in warranty cases handled
increase in customer satisfaction scores
The Challenge
Henry Repeating Arms (Henry) is one of America’s leading firearms manufacturers within the lever action category. Since 1996, they are known for their impeccable customer service.
“Prior to Salesforce, we had a home-brewed solution that was built from the ground up. However, it became very dated. We needed to replicate that inside of Salesforce with the added bells and whistles that we wanted — such as better reporting,” said Dan Clayton-Luce, VP of Communications.
Henry started investing in Salesforce Service Cloud because the robust tool can execute their customer service and warranty handling vision. The instance can also produce better reporting, which leads to better data-driven decisions.
“Our biggest difficulty was that we had no idea how to navigate the possibilities of Service Cloud in what we can do with it. We had a vision for what we wanted; we just didn’t know how to accomplish that — having basically no experience in Salesforce,” said Dan.
The Solution
Soon after purchasing Salesforce, Henry Repeating Arm’s Salesforce Account Executive connected them with EBQ. Immediately, Dan was drawn to EBQ’s unique billing structure and commitment to excellence.
“I liked that EBQ was based in the United States — specifically Texas. I liked the level of convenience with how the billing is structured. Just knowing that we will have ‘X’ hours and ‘X’ dollars is much more convenient than a project-based billing system,” said Dan.
Throughout the implementation process, the EBQ team ensured their communication with Henry was seamless and efficient. With the help of Asana, Dan could draft ideas and track his project’s progress. That way, his weekly standing meeting with EBQ would remain focused and productive.
“The day-to-day workflow is seamless. The tools for communication are in place, so that when I know where to record my random thoughts in the middle of the night. My ideas will be discussed the next day, and we’ll work toward a solution. The weekly meetings are structured in a way that accomplishes a lot within that allotted 45-minute to one-hour timeframe,” said Dan.
The Results
Currently, Henry is looking to make Salesforce their single source of truth for all aspects of the business by consolidating other tools. Once they are able to pull data from more sources, Dan is confident they can gather even more actionable insights.
“It certainly helped a lot that there’s a team behind me as Henry Repeating Arm’s Salesforce admin. I’m confident with delegating tasks to EBQ, which frees me up for other tasks,” said Dan.
As a result of EBQ’s successful Service Cloud implementation, Henry Repeating Arm’s service team has been able to better assist their customers. Within a very short period of time, Henry saw:
- 90% reduction in case management time
- 123% increase in warranty cases handled
- 10% increase in customer satisfaction scores
But what impressed Dan the most was the level of support and expertise he has received from the EBQ team.
“I have not presented a project or challenge that EBQ hasn’t been able to resolve. We’re doing a lot in Service Cloud beyond the scope of what it is really built for. That certainly speaks to the level of creativity and expertise required to do what we asked,” said Dan.
I have not presented a project or challenge that EBQ hasn’t been able to resolve. We’re doing a lot in Service Cloud beyond the scope of what it is really built for. That certainly speaks to the level of creativity and expertise required to do what we asked.
Henry Repeating Arms x EBQ
Find out how EBQ’s Salesforce consultants empowered Henry Repeating Arms to maximize Service Cloud from day one.
