Success Story High Tech

Heniff Transportation Delivers Personalized Omnichannel Digital Experience

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Heniff Transportation Systems is a proven leader in liquid bulk transportation. As a full-service solution provider, they are focused on transporting customers’ chemicals safely, securely, and on time.

With nearly 100 locations and 2000 drivers strategically placed across the U.S., Heniff provides innovative, full-service supply chain solutions including transportation, tank cleaning, rail transloading, and ISO import/export operations.

As customer and driver demand for more timely information regarding orders, invoices, and travel logs grew, Heniff was looking for a way to provide a one-stop, self-service experience that would streamline interactions and provide both sets of constituents with the data and service they needed, when they needed it. Apexon was engaged to help Heniff better define its solution vision and execute on it by leveraging its existing investments in Salesforce Experience Cloud and Tableau.

Leader in liquid bulk transportation
Nearly 100 locations and 2000 drivers across the us
Integrated freight network with full-service supply chain and logistics solutions

The customer journey

March 2021

May 2021

May 2022

March 2021

Defined user experience roadmap for Heniff Customers and Drivers

May 2021

Launched Custom-Branded Customer and Driver Experience portals
Integrated Systems, Data and Security (Azure AD, On Prem, Heniff.com)

May 2022

Implemented SSO to simplify access to the Employee Experience Portal

the Results

Key Outcomes

Easy, Intuitive, Self-service
Access To Key Information

Custom-branded Experiences For
Customers, Drivers, Employees

Reduced Information
& Service Inquiries

Our methodology

how
we did it

Apexon works with companies across the digital lifecycle.

Go Digital

Accelerating the delivery of new digital initiatives with confidence

Be digital

Creating the infrastructure and foundation to scale digital initiatives

Evolve Digital

Leveraging data and analytics to continuously improve digital delivery processes

Launch & Experiment

Automate & Accelerate

Be Intelligent & Autonomous

Launch & Experiment

Enable digital adoption in a quick, and agile manner

Apexon provided a blueprint to deploy Salesforce Experience sites with embedded Tableau reporting for customers, drivers, and employees.

Automate & Accelerate

Build digital infrastructure and foundation for enterprises to scale

Apexon deployed Salesforce Experience Cloud with embedded Tableau reporting where all submissions and support cases are automatically routed to the appropriate Heniff teams.

Be Intelligent & Autonomous

Leverage data engineering to make strategic decisions and get digital right every time

Salesforce Experience Cloud Platform provides all parties with personalized real-time data access to keep them up to date and help enhance their decision making.

The challenge

More Timely Data & Information to Enable Customer Self-Service

Heniff’s sales and services team found itself spending a lot of time taking inbound calls on the same types of topics:

From Customers Account information, shipment status, invoices, service requests, and information requests

Scheduling, activity/metrics From Drivers

From Drivers Scheduling, activity/metrics related to safety and compensation (i.e., mileage, hours, trips), company updates, and key contacts

Heniff wanted to make this information more readily available online to both groups to better meet their needs and reduce the unnecessary burden on staff.

The company was already using Tableau reporting on a very limited basis and had decided to use Salesforce Experience Cloud to expose its existing Tableau dashboards, which contained a lot of the required information. But they did not have a clear path forward and knew they were only getting limited value out of their Tableau reporting capability.

The Heniff team knew they could do more to support the business and enhance the experience, so they turned to Apexon — to help explore what was possible, to define a plan, and to execute on it. Apexon was selected based on its proven expertise in Salesforce Experience Cloud and Tableau and its value-added ability to expand Heniff’s thinking about how the online experience could be optimized for users.

The solution

Personalized Self-Service Information Access via Salesforce Experience Cloud

Salesforce Experience Cloud lets users create branded digital experiences to share information and collaborate with key constituents such as customers, partners, and employees.

Businesses can create multiple sites for different purposes and transition seamlessly between them. Companies use Experience Cloud to connect employees with distributors, resellers, and suppliers, providing answers to common inquiries in one convenient place, and highlighting important news and information. By making key information and connections more accessible, the Experience sites also improve the overall experience users have with the business.

Apexon helped Heniff map out a path forward to take advantage of the capabilities in Salesforce Experience Cloud and Tableau to meet its goals and prioritize those capabilities that would deliver the highest business value. This involved defining the information needs of the different users and laying out a plan for how to address those needs.

Once that roadmap was clearly defined, Apexon designed and developed custom Salesforce Experience sites with Tableau reporting embedded into integrated with Tableau for both customers and drivers. Customers view a Heniff branded website, while drivers view either a Heniff or carrier-branded website.

The implementation included single sign-on access to all the information they need. This greatly streamlines the user experience. Users have instant access to customer embedded Tableau reports using the permission functionality in Salesforce Experience Cloud. There are no decisions or configurations to worry about. Users see the information they need, when they need it.

As a result of the success with the customer and driver experiences, Heniff has worked with Apexon to apply the same type of experience for employees – where they can access all HR policies, employee information, company news and more. Each group has different permissions based on roles, regions, and the different information they need access to.

Customer Experience

Custom Tableau reports and dashboards
Account information
eStat Invoices
Shipment tracking
Company news
Heniff service overview, locations, key contacts
Chatter messaging app for communications, rate requests, and case logging
Customer support

Driver Experience

Driver onboarding and education
Tableau reports and dashboards covering mileage, hours, other key compensation metrics
Forms
Resource document library
Company news
Locations and key contacts
Chatter messaging app for communications and case logging
Customer support

Employee Experience

Customer Tableau reports and dashboards based on role and region
HR policies
Benefit information
Company news
Employee support

All submissions and support cases are automatically routed to the appropriate Heniff teams.

Key Outcomes With the Salesforce Experience Sites in place:

Improved Customer Service Sales reps receive an email with their customer’s rate request or support case information upon submission; the appropriate Heniff team receives an email with the specific form or support case information

Custom Customer Experience Customers can access all platforms, view information about Heniff, submit rate requests, contact their sales reps, and send Chatter messages all from the same site

Custom Driver Experience Drivers can view reports and dashboards, access resource files, view information about Heniff, contact support, send Chatter messages, and submit photos, referrals, feedback and lease purchases

Improved Employee Experience The Heniff team manages all data related to and submitted by customers and drivers in Salesforce

Apexon met Heniff where they were in their digital process – leveraging its expertise with Salesforce Experience Cloud and Tableau to help Heniff take full advantage of the comprehensive capabilities in each. Heniff had a vision – and Apexon expanded their thinking about what was possible and executed flawlessly on that vision.

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Success Story High Tech Heniff Transportation Delivers Personalized Omnichannel Digital Experience