As Daktronics expanded its product portfolio, agents needed to spend more time searching for customer information before they could resolve issues. The company saw an opportunity to simplify the customer experience, reduce effort for both customers and agents, and increase the likelihood that the first person to answer a call could resolve the issue.

Working with Bucher + Suter, Daktronics used Salesforce Service Cloud and b+s Connects to deliver intelligent, context-rich customer information directly to agents. By combining automation, customer data, and guided workflows, the company created a more efficient service experience that helps agents take ownership of the customer journey while improving accuracy, efficiency, and customer satisfaction.