Project Case Study

Customer Profile:

US based leading digital financial services company offering financial products for consumers, businesses and corporate clients. They offer multiple banking products and services to its customers

Business Challenges:

Personalized interaction was the missing ingredient in boosting customer satisfaction.

Our Solutions:

Our analysis enabled us to understand the multiple workflows, service processes and key support documentation that the agent would need to resolve the customer’s problems.

With the Salesforce Service Cloud, we were able to automate these processes and enable the agent to easily access key information that would help the customer. Further, Service cloud can “listen” and respond to customers across a variety of social platforms and automatically route cases to the appropriate agent.

In addition, Service for Apps made it possible to embed customer support software into applications. In-app mobile support also included live agent video chat, screen sharing and on-screen guided assistance. With integration to Salesforce’s Community Cloud, there are additional communication channels available for agents and customers.

Technical Solutions:

This financial company was in need for an agile solution that would enable a skill-based routing system designed with customized rules to the designated departments.

Our Values:

Overall cost reduction by 25% and an agile interface for customer interaction.