Case Study: Creeden & Associates

Creeden supports over 10,000 manufacturers, retailers and sales reps using HelpSpot.

Customer Since

2014

Agents

36

Tickets Answered

113,000

Walk down the aisle of your local home improvement center and notice the thousands of products. Moving physical products from the manufacturing floor to the shelves of retailers like Home Depot and Ace hardware requires a strong sales network and marketing team. Getting the product to the shelf is only part of the battle. Shelf placement, product promotion, and even inventory levels must be managed with the retailer and manufacturer to ensure strong sales. Our friends, and HelpSpot customers since 2014, at Creeden fulfils this critical liaison role.

Creeden customer service team efficiently supports over 10,000 manufacturers, retailers and sales reps using 100 triggers and rules to automate routing and notifications of inquires to specific agents, sales team members, and even company management. Use of this type of customer service automated routing in HelpSpot allows them to work inquires in the quickest possible way by allowing inquiries, and notifications, to be directed to the appropriate resource as soon as it hits the system.

Sales data integration is a critical component of their help desk solution. Creeden uses HelpSpot’s live lookup API to access critical customer information within each inquiry. Fairly unique to their organization needs, they’ve opened up the ability to submit edits to the customer CRM through HelpSpot. This bi-directional access to managing data allows sales reps and customer support agents alike to have the most current customer sales data at their fingertips. Flexibility to support Creeden’s critical business needs is why Greg Biernacki, Senior Developer, noted that "HelpSpot an integral part of their company systems."

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