Linking Systems Makes All the Difference

Founded in 2016 and growing quickly ever since, Therabody has continually worked to scale its systems to keep up with demand. "With an exponentially growing customer base, we wanted to ensure a great customer service experience for individuals and our service team," explained Dean Dighe, Senior Business Systems Manager for Therabody.

Customer service representatives spent up to five minutes on the phone per customer to process orders or share return information. Much of that time went to switching between NetSuite and Salesforce to find order statuses or enter orders, returns, and refunds. Therabody needed a better way to empower its service team and customers to quickly access the information they needed, when they needed it.

Therabody came to us to implement LiNK. Built entirely within the Salesforce and NetSuite platforms, LiNK makes it easy to extend, manage, and monitor real-time, scheduled, and on-demand integration between the two systems.

LiNK lets customer service access every key customer detail from a Salesforce Case — orders, shipments, invoices, returns, credit memos, and refunds — without logging into NetSuite. It automates the generation and attachment of transaction documents and return-receipt notifications to reduce time-to-close, and gives Therabody accurate, up-to-date reporting on product flow and the decreasing time per customer interaction.

Using LiNK, customers can independently query their order status, access shipment tracking, and find answers to FAQs through the Salesforce Einstein Chatbot — while service reps get everything they need in one place.

"LiNK was able to transform the service experience for everyone involved," said Dighe. "Now, our customers can answer simple questions themselves online or have a fast and easy experience with a service rep who gets all the information they need in one place."