Low customer satisfaction ratings and a high case backlog. Inefficient methods of a managing cases and a complete inability to generate reporting and analytics.
Firstly, we provided recommendations first to achieve greater customer engagement as part of the support process. This included auto responding to customers who raised cases and also notifying them of when cases are closed. We then turned our attention to Salesforce Service Cloud and used this as our weapon of choice to support their requirements for greater case management efficiency and customer engagement.
Working closely with Cosy we built an intuitive service console within Salesforce that provides customer service agents with a 360 degree view of the case and the related customer. We also configured a number of features including email to case to allow cases to be created directly into Salesforce rather then manually picking them up from a mailbox. Agents can now also email directly from the case in Salesforce and any responses are tied back to the case, this has helped customer engagement greatly.
Finally we set up a number of reports and dashboards that provide the management team with the insights into customer service to make informed business decisions.