About the client

Established in 1887, Rawlings is a leading global brand and manufacturer of premium baseball and softball equipment, including gloves, balls, bats, and protective headwear. Rawlings is an official equipment provider to Major League Baseball and supplies products used across professional, collegiate, and amateur sports.

Challenge

Rawlings needed greater consistency and visibility across customer service and field operations. Customer service teams supported customers through email, online chat, and phone, with an opportunity to bring those interactions and the cases behind them into a centralized system. At the same time, Rawlings had a field team dedicated to attending events and demoing bats, but demo activity had not been managed in a centralized system, making consistent data capture and reporting difficult.

Solution

XCentium implemented Salesforce Service Cloud to centralize key customer service workflows. Incoming customer service emails automatically created cases in Salesforce, bringing email requests into the same system used to manage other customer interactions. Online chat used pre-chat forms to collect customer information and support routing. XCentium also integrated Rawlings' telephony system with Service Cloud so inbound phone calls automatically created cases for customer service teams.

For Rawlings' field team, XCentium implemented Salesforce Consumer Goods Cloud to centralize event and bat demo management. XCentium created a centralized event calendar for visibility into past and upcoming events and a mobile-friendly demo form that gave employees a consistent way to capture event details, bats demoed, and feedback on the bats demoed. The implementation also included lead and contact tracking, security configuration, reports, and dashboards.

XCentium also implemented Salesforce Marketing Cloud capabilities for Rawlings, including preference and subscription management, CRM synchronization, send management, IP warming, and SMS communications.

Outcomes

Rawlings brought key customer service and field processes into centralized Salesforce solutions. Customer service teams gained a common system for managing cases generated through email, chat, and inbound phone interactions.

The field team gained a structured way to manage events and capture bat demo information while working in the field. Consumer Goods Cloud also enabled centralized reporting by employee and event, while dashboards provided visibility into demo activity by employee, sport, and bat.

Technology

• Salesforce Service Cloud
• Salesforce Consumer Goods Cloud
• Salesforce Marketing Cloud