In a continued effort to provide improved customer service, Scheels has engaged DEG to implement Salesforce Service Cloud and the agency’s Social Customer Care solution. The platforms will allow Scheels to more effectively and efficiently resolve service cases in the channels customers prefer, including social media.
“We strive to be the best retailer in the eyes of our customers, and that means putting an emphasis on the customer experience.”
—Brad Duerr, Ecommerce Leader at Scheels
“Scheels is already a premier retailer with a trusted relationship with its customers, but the investment the brand has made to bolster its customer service is going to make that relationship even stronger,” said Jeff Eden, Chief Revenue Officer at DEG. “We at DEG are proud of the work Scheels and our teams have done together and are excited to continue our focus of elevating the digital marketing experience.”
The addition of Service Cloud, combined with Commerce Cloud and Marketing Cloud already implemented by DEG in 2017, allows Scheels to have a cohesive and connected marketing strategy within Salesforce, making for a better shopping experience throughout the customer journey across every touchpoint.
“We strive to be the best retailer in the eyes of our customers, and that means putting an emphasis on the customer experience,” said Brad Duerr, Ecommerce Leader at Scheels. “DEG shares our approach to putting the customer first, and we look forward to continuing our work together to ensure our goal is reached.”
The new engagement comes as DEG was named a Platinum Salesforce partner, rising from the Gold status level the agency previously maintained. DEG is a 14-year Salesforce partner, with the capabilities and resources to offer services from implementation to strategy across multiple Salesforce clouds.
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Scheels is an employee-owned, privately held retailer with 27 stores across 12 states including North Dakota, Illinois, Iowa, Minnesota, South Dakota, Montana, Wisconsin, Nebraska, Nevada, Utah, Kansas, and Colorado. Providing Scheels’ customers with first-class customer service and one of the world’s largest selection of sports, sportswear and footwear are the priorities throughout the organization.
One of the fastest-growing companies in the country, DEG is a full-service digital agency delivering marketing messages that connect and resonate at the moment of greatest impact. DEG aims to best understand its clients’ customers and utilizes the creative application of technology to target them with the most relevant and actionable content. The agency partners with flagship brands such as Purina, AMC Theatres, Ferrellgas, Hallmark, and Nikon. DEG can be found at www.degdigital.com and on Twitter @DEGdigital.