Grand Design RV launches Salesforce Service Cloud, which it said is a best-in-class customer service platform designed for Grand Design’s contact center. This platform gives customer service representatives access to a single, 360-degree view of customer interactions – improving their immediate understanding of customers’ current needs as well as past inquiries. The company said representatives will also benefit from a fully integrated knowledge base of articles, enabling them to access requested information faster and resolve customer needs more efficiently.
“We strive for customers for life,” said Jerry McCarthy, senior vice president of service Ooerations at Grand Design. “Every decision made at Grand Design is rooted in that desire. Investing, developing, and launching the Service Cloud platform is a huge step in the right direction to continue delivering high-quality service to our owners.”
Grand Design teamed up with NeuraFlash, a leading Salesforce implementation partner that specializes in contact center transformations, back in May of 2022. NeuraFlash’s change management team came alongside Grand Design with a mission: to ensure the team’s confidence in the customized tools and functionality of the platform when it was ready to go live. In the process, they partnered with 10 leaders in the service department, upskilling them to master trainers and champions of the system. Together, they empowered 100 Grand Design customer service representatives to accept, commit and sustain the solution.
“From the moment we met the Grand Design leadership team, it was clear how much they care about their colleagues,” said Eugene Master, director of service cloud at NeuraFlash. “That same level of care, dedication, and passion is then transmitted from the Grand Design teams to customers.”
“We chose NeuraFlash as a partner because we believed their expertise would get us there,” said Bradly Smith, director of customer service at Grand Design. “Also, we quickly realized they are most like us: down to earth, hard-working with a whole lotta heart behind what they do.”
