GOLO is an e-commerce health & wellness company that assists its clientelle in reaching their weight loss goals. After experiencing incredible growth, GOLO invested in a more robust CRM solution to support its Customer Support and Marketing teams, replacing ZOHO CRM with Salesforce Service Cloud & Marketing Cloud.
GOLO was becoming a proven brand in the health & wellness industry, proving that their trademark GOLO Release product could sustainable result in weight loss while following the GOLO for Life plan. This recognition was resulting in 200-300% YoY revenue growth; growth that demanded that GOLO improve its legacy ZOHO CRM solution with a solution that could maintain GOLO's high customer satisfaction, and promote product compliance and customer retention.
In their evaluation, they landed on Salesforce Service Cloud & Marketing Cloud solutions, which they felt would enable them to drive towards the following objectives:
- Increase in customer reorders (aka retention)
- Increase in customer service CSAT
- Increase in overall product usage compliance
Shortly after purchasing Salesforce however, GOLO uncovered that the solution they were pitched would not be as easy as they were promised, and a year after their Salesforce licenses were activated, they were still operating out of ZOHO almost exclusively, with Salesforce still lacking critical features required to successfully launch.
Wise Wolves was introduced to GOLO through a common connection. Within 60 days, Wise Wolves was able to deploy critical Marketing Cloud & Service Cloud related features, including but not limited to:
- Case Capture
Logging incoming phone calls, web chats and emails within Salesforce as Cases logged against respective customers - IP Warming
Ensure email deliverability for the 100 - 200K marketing related emails - New Customer Welcome Series
After a new customer purchases, send them targeted email correspondance to ensure they are well positioned to take the fullest advantage of their purchase - Validating Integration Integrity
Confirm that the integration between Salesforce CRM & Shopify Ecommerce properly synced all customers, orders, products, etc.
After deploying those features, Wise Wolves proposed a long term roadmap to further enable GOLO to realize all of what Salesforce has to offer. Since this date, GOLO has doubled their Salesforce licenses, increased the number of support channels to include SMS, deployed a chatbot, migrated to Mulesoft, and most recently, deployed Service Cloud Voice to manage inbound phone inqueries.
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