Mindbody Optimizes its View of The Customer

Individuals and organizations have similar needs. Both require constant internal communication and collaboration between the various parts to stay healthy. Mindbody, the leading wellness experience software, has worked hard to achieve optimal business health. The company helps gyms, spas, salons, and other businesses schedule their services and connect with their ideal audience.

Recently, the leaders at Mindbody realized they needed to get in better shape when it comes to communication between various departments. With expert coaching from Salesforce, the team at Mindbody began a journey of transformation that resulted in improved internal communication and a smoother customer experience. Now the various parts of the business are aligned on everything that’s vital to their mission, brand values, and business.

Mindbody initially became a Salesforce customer several years ago, using Sales Cloud to place all of its sales and revenue activity on a single platform. This helped the company improve its data tracking for its sales team, but there were still growth opportunities that were going untapped. Customer service reps and other internal teams needed access to all customer data to ensure a smooth sales-to-service handoff and improve customer satisfaction, streamlining the end-user experience. The Mindbody team quickly realized a complete shift to the Salesforce Platform would improve their customer experience and help them achieve revenue goals down the line. The only question was how to do it.

The company began by adding a Salesforce Premier Success Plan to ensure the company’s team leaders had access to Salesforce experts who could guide them through each step of the journey. This shift would be no small undertaking for Mindbody. Its data was stored on multiple Salesforce instances, and training teams on new data management was going to be a time-consuming process that required expert guidance.

In addition to adding the Premier Success Plan, the Mindbody team upgraded to Salesforce Lightning and integrated Sales Cloud and Service Cloud. This enabled the Mindbody team to quickly and easily access customer data and helped them improve their services. Salesforce provides a 360-degree view of Mindbody customers and their activities, enhancing the experience for team members and customers alike.

Here are three steps from Mindbody’s journey you can take to help to streamline your view into your customer activities:

“I strongly believe that we need to get the most juice out of our squeeze when it comes to vendors and their technology, and the Premier Success Plan helps us do that,” Duggan stated. “We take advantage of pretty much every aspect of that package.”

Mindbody currently leverages the Premier Success Plan in several ways.
The company sets standing meetings with customer success managers and escalates issues related to configure-price-quote to the critical accounts technology team. The team also keeps an active calendar of expert coaching sessions on new Salesforce services. Through their partnership with Salesforce architects, the leadership team at Mindbody helped build an expert coaching roadmap to help employees reach goals and learn best practices from Trailblazer communities and other businesses in similar spaces.

“When we have questions about our design or if we need to look at what other organizations in similar spaces have done, we can reach out for expert coaching at Salesforce,” Duggan said. “We’re looking to learn from others.”