A multinational business software company specializing in financial software faced operational inefficiencies and streamlined their customer service by leveraging Salesforce Service Cloud, drastically reducing tool usage and enhancing agent efficiency.
The Challenge
The client needed to simplify operations and enhance the efficiency of their customer service team. Agents were losing significant time switching between multiple tools, affecting productivity. Manual interventions and workflow triggers at various system points created inefficiencies and added to the operational workload. Additionally, the absence of a centralized knowledge management tool hindered information sharing and access, complicating the agents’ tasks further.
The Solution
The client turned to Salesforce Service Cloud and selected Persistent as their trusted partner to navigate this transformation. The transformation kicked off with a massive tool rationalization project. Persistent streamlined operations by eliminating or replacing over 220 tools, paring it down to 33 essential ones that would serve all product lines effectively. Central to this effort was creating a comprehensive Customer 360 view, empowering agents with complete visibility into customer interactions and histories, thus enabling them to offer more personalized service.
Persistent leveraged Salesforce Service Cloud’s standard features to automate and optimize workflows, significantly boosting agent efficiency. Integrations across various tool sets ensured a seamless, unified experience, providing agents with a single-entry point to manage all tasks.
A pivotal part of the transformation was establishing a centralized knowledge center. This resource became the go-to for agents, allowing them to swiftly access information and respond promptly to customer inquiries, regardless of the product line. Additionally, Persistent leveraged Service Cloud Voice within the service console, eliminating the need for agents to switch between different screens.
To support ongoing improvement, Persistent built a robust customer service reporting module. This tool enabled service managers to make timely, informed decisions, continually enhancing the customer experience. Persistent also introduced innovative support features like video calling and co-browsing, which allowed agents to assist customers more interactively and effectively.
Outcomes
- 25 to 5 Clicks to attach quotes to customer records
- 75% improvement in contract process efficiency
- 89% reduction in call handling times
- 90% reduction in in opportunity creation time
Products
- Salesforce Service Cloud
- Salesforce Sales Cloud
- Salesforce Service Cloud Voice
