Bodybuilding.com Eliminating Communication Silos With Automation, Insights, and Omnichannel Support The Challenge Bodybuilding.com is one of the internet’s most-trafficked health and fitness websites, with more than a million visitors each month. Their previous support platform, Oracle Service Cloud, was difficult to scale, customize and navigate. Every customer interaction was treated as a separate issue. Without a complete picture of each customer, agents were unable to answer simple questions such as, “Where is my order?” leading to long average handle times and frustrated customers. When the COVID-19 pandemic forced the team to go remote, siloed communication made it even harder for managers to effectively quarterback the team. Porter Marshall, Senior Director of Customer

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