Unitedprint.com SE

As a »first mover« in the web-to-print industry, Unitedprint has developed into one of Europe’s leading online print shops. The company is headquartered in Radebeul, Saxony, and has more than 700 employees at 27 locations in Europe, America and Asia.

As a user-centric and innovation-oriented company, Unitedprint has consistently committed itself to the platform concept and not only has in-house production capacities, but also brings together numerous production and logistics partners on a total of nine portals with software-based workflows. Under the slogan »Think global. Print local.«, Unitedprint sells its entire range of products for B2C and especially for B2B customers in 26 markets and 18 languages.

Unitedprint commissioned dotSource to migrate its Salesforce Service Cloud from Classic to Lightning Experience. As a central tool for customer service employees, the CRM solution plays a crucial role: Unitedprint uses Salesforce Service Cloud to manage hundreds of thousands of customers and over half a million product combinations and services.

The migration in live operation required a great deal of change management: existing processes were scrutinised and all users involved were questioned. As a result, the new Lightning interface allows all service agents to get a better overview and work even faster.

Service employees also benefit from Salesforce Knowledge – a database that not only allows users to view and edit FAQs, help and how-to articles, but also to manage e-mail templates. With the successful migration of its central CRM solution, Unitedprint is ideally prepared to actively shape the data-driven future of the web-to-print industry.