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Making Scaling Simplified with Salesforce

Hunter Douglas is a publicly held Dutch multinational corporation that manufactures window blinds and coverings. They came to us with several high-priority initiatives, and we provided detailed deliverables and recommendations to help with scale, user adoption, and the utilization of declarative capabilities.

Industry: Franchise & Distribution

Location: Rottendam, Netherlands

Scale:

134 companies
100 countries
Estimated annual revenue $3.7B USD
Approximately 24,000 employees

Salesforce Products: Marketing Cloud, Experience Cloud, Sales Cloud, Service Cloud

Integrations: SAP

AT A GLANCE

After their initial work with Another Systems Integrator (SI) on the Experience Cloud implementation called “The Link”, Hunter Douglas reached out to GyanSys. Even though the SI implemented a lot of custom work, Hunter Douglas felt like they were still not getting enough strategic direction. GyanSys came in to understand Hunter Douglas’ users of The Link (also known as Dealers) and determine areas for immediate enhancement and goals for the future.

 100%

Mobile Experience Engaging Dealers in the Field
Enhanced Search Capabilities
Higher Overall User Experience & Improved Scalability
"Our executive leadership team has been especially impressed."
Dan Trujillo, Director Customer Experience, Hunter Douglas

User-Friendly Content Management

First, the GyanSys team provided recommendations on how to improve their existing content structure. We improved the content experience so Dealers can seamlessly find information relevant to them and access relevant content to deflect case creation.

GyanSys also reviewed the existing calendar capabilities available to Dealers and connected the Dealer’s calendars with their schedules on The Link. We enhanced search capabilities on The Link so Dealers can search for content across multiple platforms.

Uplifting Dealers with a Mobile Experience

Hunter Douglas needed to offer their partners better options for self-service and improve digital channels. In order to improve the support experience for Hunter Douglas Dealers, we increased the number of self-service capabilities that were available to them. With an on-the-go mobile experience of The Link, Dealers can now access important information while they’re in the field. They can also text their customers from within the Experience to confirm appointments, order information and send reminders.
Uplifting Dealers with a Mobile Experience

Order and Opportunity Management

We improved the Dealer user experience in The Link (the partner community) to include a more intuitive UI so they can easily see the status of a given order, and the order line item with a quick visual scan. GyanSys also developed additional functionality for pushing status updates onto linked opportunities, plus timely notifications and alerts.
Core Health & Fitness Work Orders

Help Center Support

We updated the user interface of Hunter Douglas’ support page and streamlined their user experience. There are several items the GyanSys team identified on Hunter Douglas’ Help Center that may require support in the future. Support needed includes bots, master paragraphs, installation instructions, order lookup, and search capabilities.
Whatever question you have Hunter Douglas’ Help Center support page on The Link is here to help.

Strategic Directions Where It Counts

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