Scosche Industries, the #1 mount and FM transmitter brand in North America, partnered with Sercante to implement a scalable, AI-powered support solution on their website that gives customers instant, personalized answers to their FAQs, increasing the support team’s efficiency to focus on complex needs, so their customers can continue to enjoy their products for life.
Scosche Industries, North America’s #1 mount and FM transmitter brand, designs award-winning mobile and home accessories for mobile phones and vehicle audio fitment accessories. On a mission to create cutting-edge accessories, their commitment to innovation, ingenuity, and passion is reflected across all their products, from magnetic mounts to rugged power banks, custom audio gear, and so much more.
As the company grew from when they were originally founded in 1980 as an automotive audio consulting company and branched into new areas, Scosche has remained committed to providing superior in-house customer service with a dedicated team available seven days a week to ensure customers can enjoy their products for life.
During this growth, the team noticed customers coming to their website inquiring about frequently asked questions (FAQs) like, “What’s the status of my order?” and “Which mount fits my car?” Customers would then either continue to search for answers among the extensive library of product guides on the site or would enter their email and wait for a customer support team member to respond.
Providing knowledgeable and personalized support, the Scosche team continued to dedicate time and resources to the steady influx of FAQs, many of which were about order tracking, while also supporting more complex customer needs.
With Scosche’s dedication to ingenuity, their Chief Information Officer, Michael Amaladhas, decided to explore what technology was available that the team could use to provide a more streamlined support experience for their customers and also scale their efforts of the team.
Amaladhas met with Scosche’s Salesforce Account team and learned about Agentforce. After being introduced to the Sercante team, Amaladhas shared what Scosche was looking to accomplish. The Sercante team listened to understand their goals, how the team engaged with their customers today, and the experience they desired to deliver.
Amaladhas and the Scosche team felt that Sercante understood what they were after and had the strategy and expertise to collaborate on an effective vision and execute a scalable solution.
With Agentforce and Sercante, we were able to stand up an AI-powered support experience that truly reflects the innovation our customers love from the Scosche brand. It was surprisingly easy to implement compared to our previous web chat setup, and the real-time order tracking functionality has been a game-changer, pulling exactly what customers need. We’re now delivering faster, smarter support, and our team is free to focus on more complex inquiries where it matters most.
The Scosche team partnered with Sercante on a strategy for the solution that put their customers and their people at the center answering, what is the end experience we want to deliver?
Getting started with out-of-the-box functionality, Scosche collaborated with Sercante to implement an Agentforce Service Agent to handle support for FAQs.
Once live, the team continued to monitor the solution, make tweaks, and decided to take the AI-powered chat experience to the next level with a more personalized engagement.
As a result of the strategic partnership and solution built, Scosche’s customers experience fast, accurate, and personalized support for all their FAQs, that is as cutting-edge as the brand’s innovative accessories they’ll enjoy for life.
Meanwhile, Scosche’s customer support team can operate more efficiently, focusing their efforts on the more complex questions, providing exceptional, customized support when it’s needed most.
Scosche also now has a more scalable solution for providing support through their website, that is easy for the team to continue to manage and iterate on now and for the future. Amaladhas emphasized how pleased he was with the ease of use for setup compared to their previous configuration, making it seamless for future iterations as needed.
“With Agentforce and Sercante, we were able to stand up an AI-powered support experience that truly reflects the innovation our customers love from the Scosche brand. It was surprisingly easy to implement compared to our previous web chat setup, and the real-time order tracking functionality has been a game-changer, pulling exactly what customers need. We’re now delivering faster, smarter support, and our team is free to focus on more complex inquiries where it matters most.” – Michael Amaladhas, Chief Information Officer, Scosche Industries
The AI-powered solution has transformed how Scosche provides customer support for FAQs on their website, giving their customers a more streamlined experience that matches the ingenuity of the products they love, and empowering the customer support team to continue to provide superior and high-quality in-house service, with new levels of efficiency and a scalable solution they can grow with as their team’s and customer’s needs evolve.
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