The 6th largest container carrier in the world, has successfully deployed Ocean Network Express new CRM platform built on Salesforce Sales and Service Cloud.
Ocean Network Express (ONE), the 6th largest container carrier in the world, has successfully deployed ONE’s new CRM platform built on Salesforce Sales and Service Cloud.
ONE’s new CRM — ONE Force — will allow the company to have a single, 360-degree view of its customers’ interactions, thereby improving its understanding of customers’ key needs, the company said in a statement.
According to the statement, Ocean Network Express will leverage Salesforce Sales and Service Cloud to create personalised & engaging, 1-1 customer experiences by providing omni-channel support across all customer interactions.
ONE will use Salesforce to provide sales teams with a single view across the customer journey from pre-booking, booking to post-booking on a single platform. In addition, all sales and customer service employees at ONE will be equipped with the technical know-how and knowledge to thrive in this new way of working.
“Ocean Network Express Force is going to add a lot of value for improving our overall customer management and performance, as well as to drive us towards a more solution-based methodology of handling customer service requirements,” commented Sundeep Sibal, Global Commercial and Service Management Senior Vice President, ONE.
“Today’s brands compete in the experience economy – only those capable of delivering the most differentiated experiences will continue to win and retain customers’ loyalty,” said Fabio Vacirca, Market Unit Lead for ASIAM (Australia, New Zealand, Southeast Asia, India, Africa and Middle East), Accenture. “We are thrilled to team with Salesforce and Neuraflash to provide an integrated, end to end sales and service platform that will allow ONE to deliver consistent and excellent experiences for its customers globally. The possibilities of our collaboration are limitless and we look forward to continuing to work with ONE in its transformational journey.”
“NeuraFlash is proud to play an integral role in ONE’s contact center transformation. Ocean Network Express now has a single 360 degree view of the customer across all channels, including Salesforce Service Cloud Voice powered by Amazon Connect. This is a transformative deployment that will improve customer and agent experience by providing customer self-service, agent efficiency, and the use of advanced AI and Analytics with Salesforce Einstein”, said Brett Chisholm, CEO & Co-Founder, NeuraFlash
