Client’s customer service reps did not have a consolidated and accurate view of product inventory and order history; they lacked the intelligence required to know customer details and offer discounts/promotions on new orders
Client’s customer service reps relied on multiple source systems to do their daily job functions
Customer support organizations faced challenges in hiring and on-boarding new support agents. They also had challenges training current employees to meet the demands of the business.
Implemented Salesforce service cloud console to enable a consolidated view of critical information on a single page
Developed Order Management module to store customer order history, place new orders, and apply new promotions and discounts
Implemented CTI to identify the customer quickly, retrieve customer details (including authorized users to place order), and retrieve customer order history
Implemented other support channel capabilities such as Live agent, Omni channel etc.
Implemented knowledge repository (related to products and promotions) to assist in training of customer service reps
Client CSAT improved dramatically with a 30% increase in customer calls handled successfully
Improved rep satisfaction -since system enabled end-to-end tracking of customer orders. Reps now have a one stop shop for addressing customer issues instead of having to access multiple systems
Reduced customer wait times since reps had instant access to the information/knowledge base to serve them
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