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Becoming a Trailblazer: GreenThumb keeps customer service in bloom with Field Service Lightning

Becoming a Trailblazer: GreenThumb keeps customer service in bloom with Field Service Lightning

Salesforce
Published by: Research Desk Released: Dec 05, 2019

When the first rays of sunshine hit the UK each spring, GreenThumb’s expert field crew members are eager to help homeowners across the nation bring their lawns to life. That’s why the company recently decided to rejuvenate its customer service processes.

For years, customers who wanted to book a GreenThumb lawn treatment had only one option: pick up the phone. Once they did, hold times were long—and call centre staff had to toggle between multiple screens just to quote prices, provide account balances, and schedule lawn treatments. No wonder GreenThumb’s call abandonment rate was higher than the company wanted.

The culprit? GreenThumb’s 20-year-old business software. The platform also created headaches for field crew members, who had to carry around paperwork orders for up to 30 jobs per day and leave behind paper invoices for customers.