It has been three years since Zerdest joined Fluido, around the same time as he began his masters in e-business at Copenhagen Business School (CBS). For Zerdest it was a great feeling to be able to combine his studies with a job that was relevant for his studies and vice versa. When discussing different subjects at the university, he could include his experience from Fluido and when developing systems and processes at Fluido, he benefited from his learnings from CBS.
When he is not designing and building Salesforce solutions, Zerdest is active in different sports. “A high activity level is a needed contrast to the knowledge orientated work that we do in Fluido. I also spend time by fishing, playing and creating music, drawing and things that are very different to what I do at Fluido.” For Zerdest it is important to try and learn new things in new areas constantly - even if it is learning new fishing techniques, playing new instruments or Salesforce related subjects. “These things are all influencing my approach to projects and I see all these learnings as competences that I reform and utilize in my work at Fluido.”
In addition to sport, Zerdest is using his creative talents by drawing: “At the moment I do a lot of drawing with two friends. The plan is to arrange a vernissage together, when we have enough drawings. I also use drawing a lot as a communication tool. It enables me and my clients to design solutions based on tangible things, which makes the process have more quality.”
Before taking his seat in Fluido, he worked for a startup called Deskwolf, a job he acquired after finishing his bachelor's degree in Business Administration and entrepreneurship. Deskwolf builds web-applications to tweak and enhance companies’ Facebook-pages and also consults in using Facebook as a marketing platform. At Deskwolf Zerdest got to work with the best of both worlds helping companies connect with customers in social media and lead the internal Salesforce.com implementation project .
Salesforce anno 2013
As Salesforce was developing their Social Studio platform, Zerdest saw a great opportunity to work on Social Customer Service projects at Fluido. Currently Zerdest focuses on building Social Customer Service solutions and consulting in the use of Studio Studio. Social Customer Service is an area where he feels he can offer customers tremendous value. “I have a technical and commercial understanding of Salesforce, Facebook and social networks. It’s a perfect fit to do Social customer service”, he says.
Social Customer Service solution creates systematic ways of posting, engaging and analysing posts, regardless if the subject is small-talking, reclamation or advanced questions. The solution provides a system for Community managers to handle Soft posts from multiple social network sources and enables the ability to forward posts that are to be handled by support agents. “I have been working on a number of projects like this and we have been able to package this into a solution that helps our customers service their consumers faster and more efficiently regardless of the channel the customers use. The key successful customer service is meeting the customers on their choice of channel to provide effortless customer experience”.
Zerdest explains that the best thing about working at Fluido is that it allows you to pull out the best of yourself. Everyone can create their own ways of working. Naturally there is a structure in place, but within that structure people design their own way of working, including schedules and projects. It gives people a lot of responsibility and also a lot of freedom and flexibility. The second best thing about working at Fluido is to be surrounded by amazing professionals: “We are all good at different things, experts in our own areas. Using each other as a sounding board with colleagues is the best. This allows you to get reassurance of your work as well as getting new ideas from others. I also want to mention that I get that from great customers as well, and there’s nothing better”, he sums up.
The greatest challenge that Zerdest has is also the greatest advantage at the same time. “Our systems are always up to date and we need to be also!” he explains. The technology is updated every four months and it means learning new things constantly. “You need to keep up with the times, the technology and everything. It’s up to you to keep your knowledge level”, he adds.
Zerdest has found his expertise in the Social Customer Service and says: “I will dedicate my work around Salesforce to the Social Customer Service. I see that a lot of companies are still looking into how to handle customer inquires from social network channels and I will be there to support them”.
Written by Pauliina Löytty & Zerdest Duman