As a »First Mover« in the web-to-print field, Unitedprint developed one of the leading online printing portals in all of Europe. The company, headquartered in Radebeul, Saxony, Germany, employees over 700 people worldwide with locations in Europe, America, and Asia.
As a user-centred and innovation-oriented company, Unitedprint has consistently committed itself to the platform concept and not only has in-house production capacities but also links numerous production and logistics partners to a total of nine portals with software-based workflows. Under the motto »Think global. Print local.« Unitedprint markets the complete product selection for B2C and, above all, B2B customers in 26 markets and 18 languages.
Unitedprint commissioned dotSource to migrate the Salesforce Service Cloud from Classic to Lightning. As a central tool for customer service employees, the CRM solution plays a central role. Through Salesforce Service Cloud, Unitedprint manages hundreds of thousands of customers and over half a million product combinations and services.
During the migration in live operation, a lot of change management had to be done. Existing processes were questioned and all involved users included. As a result, thanks to the new Lightning interface, all service agents can now work even faster and easier.
Service staff also benefit from Salesforce Knowledge, a database that not only houses, retrieves, and edits FAQs, help and how-to articles, but it also manages e-mail templates. With the successful migration of the centralised CRM solution, Unitedprint is well equipped to actively help shape the data-driven future of the web-to-print industry.