Grand Design RV Partnership to Transform Customer Service

Grand Design RV Partnership to Transform Customer Service

MIDDLEBURY, Ind., Grand Design RV Co. has launched Salesforce Service Cloud, a best-in-class customer service platform designed for Grand Design’s contact center, according to a release.

This platform empowers Customer Service Representatives with access to a single, 360-degree view of customer interactions – improving their immediate understanding of customers’ current needs as well as past inquiries. Representatives will also benefit from a fully integrated knowledge base of articles, enabling them to access requested information faster and resolve customer needs more efficiently.

Jerry McCarthy

“We strive for customers for life,” said Jerry McCarthy, Sr. VP of Service Operations at Grand Design. “Every decision made at Grand Design is rooted in that desire. Investing, developing, and launching the Service Cloud platform is a huge step in the right direction to continue delivering high-quality service to our owners.”

Grand Design teamed up with NeuraFlash, a leading Salesforce implementation partner that specializes in contact center transformations, back in May of 2022. NeuraFlash’s change management team came alongside Grand Design with a mission: to ensure the team’s confidence in the customized tools and functionality of the platform upon go-live. In the process, they partnered with 10 leaders in the service department, upskilling them to master trainers and champions of the system. Together, they empowered 100 Grand Design customer service representatives to accept, commit, and sustain the solution.

“From the moment we met the Grand Design leadership team, it was clear how much they care about their colleagues,” said Eugene Master, Director of Service Cloud at NeuraFlash. “That same level of care, dedication, and passion is then transmitted from the Grand Design teams to customers.”

“Our goal was to empower people, who are already great at what they do, with tools that could take them to the next level,” Eugene continued. “With the implementation of Salesforce Service Cloud, the Grand Design customer service team will be more efficient, more data-driven, and will always have the customer at the center of what they do.”

“We chose NeuraFlash as a partner because we believed their expertise would get us there. Also, we quickly realized they are most like us: down to earth, hard-working with a whole lotta heart behind what they do,” said Bradly Smith, Director of Customer Service at Grand Design.

“To our customers, thank you,” said Jerry McCarthy. “We are excited and confident to offer you an elevated service experience on Salesforce going forward.”