Cosy Direct promotes a natural, engaged, active childhood by supplying sustainable nursery and educational equipment worldwide. However, they faced low customer satisfaction ratings and a high case backlog. Their methods of managing cases were inefficient, and they lacked the ability to generate comprehensive reporting and analytics.
The Challenge
Cosy was facing critical issues with low customer satisfaction and a growing case backlog, which were negatively impacting their reputation and hindering business growth. Their existing case management processes were inefficient, making it difficult for the customer service team to handle inquiries effectively. Additionally, the lack of reporting and analytics tools left management without the insights needed to make informed business decisions.
▹ Low Customer Satisfaction: Ineffective processes were leading to poor customer experiences.
▹ High Case Backlog: The inability to manage cases efficiently resulted in a significant backlog.
▹ Lack of Insights: Management struggled to make data-driven decisions without reporting and analytics.
▹ Inconsistent Customer Communication: The absence of automated systems resulted in inconsistent and delayed communication with customers.
The Solution
Aspire CRM partnered with Cosy to revamp their customer service operations by implementing several strategic improvements. These included enhancing customer engagement through automated responses, deploying Salesforce Service Cloud for better case management, and integrating communication tools within Salesforce. Custom dashboards and reports were also developed to provide real-time insights, helping management make informed decisions.
▹ Customer Engagement Enhancements: Automated responses and notifications were implemented to keep customers informed throughout the support process.
▹ Salesforce Service Cloud Implementation: This provided a robust platform for efficient case management.
▹ Intuitive Service Console: Developed to give agents a 360-degree view of cases and customers.
▹ Automated Case Creation: The email-to-case feature was configured for automated case creation.
The Results
The collaboration between Cosy and Aspire CRM yielded significant improvements in customer service and business operations. Enhanced customer satisfaction, reduced case backlog, and increased agent productivity were among the key outcomes. Additionally, the new reporting and analytics capabilities enabled more effective decision-making, preparing Cosy for further growth and global expansion.
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%
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Improvement in agent productivity
Reduction in the case backlog
Increase in customer satisfaction ratings
WHAT our CUSTOMERS ARE SAYING
Customer Testimonials
“Our project to enhance Marketing Account Engagement Integration with Salesforce, managed by AspireCRM, was highly successful. AspireCRM’s expertise and professionalism have greatly improved our marketing efficiency and effectiveness.“
“We have been working with Aspire for nearly a year, on a project to help our allergy and intolerance results help more people via bespoke journeys depending on their results. With their help, we now offer our clients a better customer journey, and will continue to develop this to allow us to help more people with their results.”
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