Meeting the Digital Transformation Needs of Businesses Across the U.S.

A leading Personal Protection Equipment manufacturer that offers the most comprehensive product assortment with the widest variety of customization options.


GO LIVE DATE: Early 2020


  • Service Cloud
bic graphic logo - VALiNTRY360


A customer-focused organization producing valuable protection products for the healthcare industry in the midst of a pandemic, our client was looking to streamline workflows and business processes to improve a customer experience that was overly cumbersome and disjointed. They sought improvements to address:

  • A lack of sales automation and pipeline insight
  • High average call handle times (20+ min) from the customer service teams
  • No alignment between sales, marketing, and service teams workflows related to customer interactions

Additionally, the team uncovered:

  • Siloed data
  • Non-integrated platforms
  • Inconsistent business processes by department
Streamlining Business Processes CHALLENGE - VALiNTRY360


VALiNTRY360 began the journey toward success by first executing:

  • An in-depth Kaizen event to define organizational business processes and aligning them to a future state
  • A business process mapping project to identify areas for automation and operational improvements

Once complete, VALiNTRY360 was able to assist Bic Graphic achieve success by:

  • Deploying Service Cloud to enhance process automation across sales and service teams
  • Developing a variety of channels for support (chat, phone, email, SMS)
  • Establishing a unified workflow process for customer support
  • Integrating with the company’s VOIP platform to enhance the user experience and workflows for customer support
  • Deploying a public-facing community site with FAQs to allow customers to quickly resolve self-service issues or submit cases to customer support
Streamlining Business Processes SOLUTION - VALiNTRY360


50 Percent Reduction in Time - VALiNTRY360

Reduction in manual process time thanks to workflow automation & improvement

14 MINUTES saved - VALiNTRY360

Average Hold Time reduction after process improvements & CRM optimization