ICON Health and Fitness is the world’s largest manufacturer of exercise equipment.The privately held company employs about 2500 people in 9 locations, including facilities in China, Europe, and North and South America. The company manufactures treadmills, elliptical trainers, stationary bicycles, weight machines and benches, and yoga and Pilates equipment.
The dynamics of COVID-19 have had a significant impact on ICON’s business as people have opted for home fitness over gym memberships. As such, 2020 was a significant year of growth for the company which began to place stress on their traditional models of customer care and service. ICON came to Salesforce and SpringML to implement a new analytics solution that would provide a more holistic view of performance metrics for the customer care team and to extend their existing Service Cloud instance to support multi-channel communication and deflect calls.
SpringML implemented a variety of features to address the challenges that were facing ICON. Tableau CRM was deployed to create performance dashboards embedded in Service Cloud. These dashboards integrated data from ICON’s telephony system and joined several Salesforce objects in order to create a holistic view for agents and supervisors. SpringML also configured Web-to-Case, Email-to-Case, and ICON’s Customer Experience Cloud site to unify case management in Service Cloud while providing multi-channel options for customer communication. Finally, in order to better deflect calls, an Einstein Bot was deployed on the Customer Experience Cloud site to streamline chat and handle multiple types of conversations that would not require the expertise of a customer care agent.