All stories / Sonance
An architectural audio company improves customer communication with Jotform and Salesforce
Discover how Sonance streamlined their operations and enhanced customer interactions with Jotform, enabling seamless communication, efficient data management, and a more connected workflow.
Read the full story
Sonance
Industry:
Other
Company Size:
Medium
Use Cases:
Project design request forms, RMA processing and troubleshooting, lead generation and warehouse management
About
A company that has been widely recognized as the creator of and leader in architectural audio, Sonance has been in business for 40 years. Based in San Clemente, California, Sonance believes that technology can and should blend in with architecture and great design. The equipment the company manufactures — everything from speakers to sleek docks for mobile devices — reflects that ethos.
Challenge
Sonance initially relied on fax machines for handling return merchandise authorization (RMA) processes, which was inefficient and outdated. While digital forms improved operations, the team needed better tools to streamline customer communication and service requests. Managing numerous partners and a vast product database required a faster way to process new leads and gather accurate design request details from dealers.
Solution
Sonance streamlined customer issue handling by integrating Zendesk, Jotform, and Salesforce into an automated process. Completed Jotforms log data in Salesforce, assign tasks based on form logic, and update Zendesk records via Zapier to ensure customer engagement. This approach simplifies RMAs and design requests while enhancing customer communication and expectations.
Results
With Jotform, Sonance has significantly improved efficiency and customer communication. The integration of Jotform with Salesforce and Zendesk allows the team to quickly process RMAs and design requests, ensuring accurate data and seamless workflows. This streamlined approach has enhanced the customer experience and enabled Sonance to better manage its growing network of partners and dealers.
Enhanced Reporting and Support with Jotform
Now that we have Jotform — and ticket tracking ability — our reporting on customer data is much better. We’ve improved our support mechanisms by building tools around the most discussed Sonance products: the ones that need fixing or are the most consistent.
Technical Services Manager, Sonance
Read more customer stories
How CoverManager uses Jotform for Salesforce to help thousands of restaurants thrive
A community organization uses Salesforce and Jotform to help strengthen families
