The relevance of Salesforce cloud services in customer service in varied companies
Customer experience in any domain is never only about customer-facing apps but providing a platform that could empower front-office executives with handy solutions to deliver impactful customer experience and thus boost business.
Salesforce cloud services have been at the center of rejuvenating the customer service operations in varied industries. Here is how the solutions could be leveraged and tailored to diverse sectors and companies
1. Drove efficiency and streamlined customer service in a Financial Organization
RMs were unable to meet SLAs as they lacked visibility into pending applications with the infrastructure unable to filter deals, hampering productivity in the long run. Task notifications or deal status was absent to RMs.
The client needed a comprehensive ecosystem to transform the experience and enable borrowers and underwriters to be productive consistently. Salesforce solution partners could deliver a drastic 45% improvement in RM efficiency with the implementation of the product wizard workflow, data entry solutions, real-time visibility into the processes. The new community portal helped customers to know their application status and documentation requirements.
2. Resolving Customer Queries for Money Remittance firm
For the money remittance firm, its support team faced multiple challenges to resolve queries, and had to bank on multiple systems including the CRM to derive the information. Agents rarely had updated information as data sync took 48 hours every time.
The client resolved to undertake a single consolidated view for transactions to service requests. Salesforce partners suggested Salesforce Service Cloud Lightning for service management with a high-end service module to integrate their existing yet disparate systems. After the implementation, almost 3 million customer records with complete metadata were migrated successfully. The system now handles 6000 cases every day aided by 800+ agents worldwide. The solution fueled increased collaboration and lowered support costs owing to a smart knowledge base and a robust self-service portal with 580 email templates in varied languages.
Reduced complexity for SAAS service provider
SaaS products include complex pricing models with several slabs, discounts, and deals. Although the buyer finds the options useful, the choice of right model is tricky along with implementation. A Salesforce Cloud partner managed to implement a CPQ (Configure, Price, and Quote) system to manage correctly in place of an unsuccessful CPQ implementation that caused delays, repeated iterations, and inaccuracies in many ways.
The partner helped the client to migrate from an existing quoting tool to Salesforce CPQ with a large, hierarchical catalog of products with features list. The system supported 11 price books, 7 currencies and over 30000 SKUs while also featuring multiple customizations for price rules, validations, product rules, and variables.
Contact us to know how Salesforce CRM can benefit your customer service operations, today!
