Transforming the Coffee Lover Experience with Salesforce Service Cloud

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.

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.