The Before
Chetwood already used Salesforce for LiveLend and needed to bring SmartSave onto the same platform. Teams had to manage each brand separately while leadership still needed a joined-up view of service performance across the business.
The After
We segmented Service Cloud by brand, reworked cases, entitlements and milestones, and added Live Agent, email-to-case, web-to-case, Omni-Channel routing and branded Knowledge content. Ongoing managed support helps the platform evolve with each product.
The Results
Teams can handle both brands in one Salesforce org, with cases routed to the right people and reporting available by brand or across the business. Self-service and faster live chat and email responses helped support an Excellent Trustpilot rating.
