How to get a fake Pearson HNC certificate, buy BTEC HNC certificate, make a HNC transcript, fake HNC notification certificate. Originally founded in 1844, Pearson has evolved from a large holding company to a global digital education provider. As the company changed over the years, it inherited several enterprise resource planning systems and CRM platforms from mergers and acquisitions. Storing information in multiple systems meant the company couldn’t get a 360-degree view of customers. Additionally, Pearson has several websites and customer support hotlines, so customers needed multiple usernames for various websites and had to provide the same information every time they contacted customer support.

“We might have one person as our customer for years,” said Milin Mathur, Director of Customer Support and Service Platforms. “We want to make sure that we provide them a consistent, good customer experience.”

The company implemented Sales Cloud and Service Cloud in 2014, replacing more than 80 legacy CRM systems. Now sales and support agents can quickly see a customer’s complete interaction history with the company, including products they’ve purchased and challenges they’ve faced.

Pearson’s next goal was improving self-service options for customers, many of whom were young adults who wanted to find answers online instead of calling a customer service line.

The company partnered with a Salesforce Professional Services program architect, who helped Pearson improve the quality of its knowledge base articles so customers could find answers on their own. The architect also helped implement a self-help wizard to show customers solutions directly within Pearson products. As a result, 50% of calls and chats were resolved through self-help, instead of more expensive and time-consuming interactions with support agents.