How VAX is transforming customer service with Salesforce

At Agentforce World Tour London, we talked to Philip Allington Ollier, Customer Service Director at VAX, to learn how their partnership with Credera and Salesforce is setting new standards for service and innovation. 

Watch the full story: 

Driving innovation and empowering teams 

“For our workforce, it's about collaboration, and it's about empowerment,” Philip shares in the interview. As a household name in British manufacturing, VAX is committed to combining efficiency and performance with cutting-edge customer service. 

To do this, VAX teamed up with Credera and adopted Salesforce as the backbone of their transformation. The results speak for themselves: “So far, the project has delivered really encouraging results. For example, we've seen our adoption rate for digital increase from 17% to 37%. So, a shift in 20% in just one quarter.” 

By implementing AI-powered workflows and a unified approach to service, VAX has reduced handling times by 17% and seen a 4% increase in customer approval ratings. 

As Adam Cannon, Account Director at Credera, puts it, “What we've managed to do in a very short space of time is help VAX realise, from a service perspective, what the power of Salesforce can actually deliver to them.” 

A partnership built on shared vision 

VAX’s collaboration with Credera goes beyond technology. As Philip explains, “We hit it off straight away - we had a shared vision of creativity, a shared vision of risk and innovation.” This strong partnership has helped VAX deliver better outcomes for customers and empower their teams to do their best work. 

The Credera Difference 

At Credera, we blend global expertise with a boutique approach, offering our clients the attention, care, and partnership they need to achieve extraordinary results. From vision through execution, we work side by side with our clients to make a measurable impact. 

We know that the right partnership makes all the difference. If you’re ready to unlock growth and create exceptional customer experiences, let’s start a conversation. 

Learn more about how Credera can help your organisation transform with Salesforce and AI. Reach out to us today.