Black Rifle Coffee Company

Transforming the Coffee Lover Experience with Salesforce Service Cloud

Excellent customer experiences and customer service means being present wherever and whenever your customers are. After experiencing explosive customer demand, Black Rifle Coffee Company required a solution that would accommodate its growth and provide its customers with the best possible coffee purchasing experience, from engagement to customer resolution. To accomplish this, the coffee brand collaborated with Studio Science to implement Salesforce Service Cloud and transform the customer experience.

The Challenge

Founded in 2014 by a former U.S. Army Green Beret, Black Rifle Coffee Company serves coffee and culture to honor and support the American veteran community. The company went public in 2022, driven by its growing customer base and its mission of serving veterans.

Black Rifle Coffee needed an innovative solution to meet the needs of its growing business. With a current tech stack of disconnected platforms that included Shopify and ZenDesk, the company recognized the need for a more connected customer service platform. A search for an experienced partner to help identify, build, and soon implement a solution that would scale effortlessly landed them on Studio Science.

The Approach

Studio Science worked to guide the company through the transformation of its Salesforce Service Cloud implementation. Together, they developed an implementation strategy that resulted in a consistent, customer-first experience.

The process began with Studio Science learning about and confirming Black Rifle’s research on current issues and business drivers, which uncovered an opportunity to unite disparate systems by replacing them with Salesforce Service Cloud. Studio Science used a sprint-based approach for development to ensure the solution would integrate seamlessly with other Salesforce partner initiatives. 

Throughout the project and after completing the implementation, Studio Science provided coaching, documentation, workshops, and video tutorials to lay the groundwork for Black Rifle Coffee Company’s long-term success.

The Impact

With a system that’s unified from ecommerce to customer service, Black Rifle Coffee Company is now empowered to monitor, identify, and execute any changes necessary to accommodate growth and scale.

“It’s not enough to provide customers with the best-tasting coffee they can buy online. We need to offer them the easiest, best possible experience. After partnering with Studio Science, we have the tools and platform to ensure we exceed our customer’s expectations.”

— Ryan Carter, Director Customer Operations and Experience

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