Omoda. One screen for every customer conversation
Omoda was an early Service Cloud user, but its first setup left agents doing too much by hand. We rebuilt it so agents handle every contact from one screen with the full customer view, and inbound calls land on the right customer.
Great service, slowed down by manual work
Omoda is a Dutch family business with roots going back to 1907. It started selling shoes online in 2007 and built its name on customer experience and service. Customers reach Omoda through many channels, and the service team is expected to answer every one of them quickly.
Omoda was one of the first in its sector to use Salesforce Service Cloud. The first setup did not work the way it was meant to. Agents did a lot by hand and switched between screens to piece together who they were talking to, and every extra step added to the handling time.
The question was simple: rebuild Service Cloud so agents spend their time on the customer, not on the system.
Five phases, built and owned together
We worked through five phases with Omoda's service team: assessment, current situation, design, build and test, and training. The first three gave us a blueprint of what was going wrong, what good looks like and which problems to fix first.
We then re-implemented Service Cloud around one agent screen with the complete customer view. We connected Vonage CTI to Salesforce, so an inbound call opens with the caller's customer record. Omoda reviewed and approved each part before it went live.
Omoda's own people trained the agents, supervisors and team manager, so the team runs the new setup on its own.
The MVP is live, and we keep improving it with Omoda in three-week sprints. The goal is one tab that gives agents everything they need.
One screen, full customer view
Agents handle each contact from a single screen with the customer's complete picture.
Calls arrive with context
Vonage CTI is connected to Salesforce, so inbound calls open with the caller's customer record.
Less manual work
Steps agents used to do by hand are built into Service Cloud, which sharply cut ticket handling times.
A team that owns it
Omoda trained its own agents, supervisors and team manager to run the new setup.
- 1
- Agent screen with the full customer view
- 5
- Phases, from assessment to training
- 3
- Weeks per improvement sprint
“This way we can help clients more efficiently and thus faster.”
Annemiek Janse
Customer Service Manager, Omoda