Acumen Solutions' Connected Customer Service solution provides retailers' sales and service agents with 360-degree views of customers. It uses a service console that pulls data from multiple back-end retail systems, including POS and e-commerce, reducing the amount of time agents spend on the phone or in chat by as much as 25 percent, according to the company.
"Retailers have traditionally struggled with modernizing their customer service solutions because key customer information is spread across dozens of specialized systems. Replacing all of the systems would take years, is cost-prohibitive, and disrupts sales and customer service," said Eric Pearsall, managing director of retail at Acumen Solutions, in a statement. "The Acumen Solutions Connected Customer Service solution allows progressive retailers to have information-rich customer interactions, without having to replace all of their underlying systems. Within months, retailers can realize the benefits of a modern environment at a fraction of the cost."
"We are thrilled that Acumen Solutions has been recognized as a Salesforce Fullforce Solution partner and is helping companies in retail connect with their customers in entirely new ways," said Kori O'Brien, senior vice president of partner and marketing solutions at Salesforce.com, in a statement. "We work closely with Salesforce Fullforce Solution partners, like Acumen Solutions, to ensure our customers benefit from their proven industry expertise with Salesforce's Customer Success Platform."