Watkins Wellness Channel Support Case Study

This case study examines the collaboration between Watkins Wellness and Televerde to enhance channel support during the Salesforce rollout across over 900 independent dealers. The primary objective was to create a scalable support infrastructure that could efficiently manage dealer inquiries while allowing internal teams to concentrate on growth initiatives. Challenges included a lack of a dedicated support function and an inflexible model that hindered response times and dealer certification. The solution involved Televerde acting as an extension of Watkins, providing dedicated support and enabling real-time visibility into adoption rates. Key results included an 80% Salesforce certification rate achieved within the first year and 100% dealer satisfaction with the support experience. The partnership fostered trust and improved overall channel alignment, demonstrating the effectiveness of consistent support in achieving operational goals.