Ultimate Customer Support System Solution

Who is the solution for:

• B2B companies with a Sales Cloud without an adequate customer support system.
• Large contact centres.
• Companies in need of field service (Field Service Management FSM optional).

Why:

• Non-existent or non-functioning system of registration and resolution of complaints from customers.
• Low productivity of support staff (lack of productivity tools, low automation, scattered customer information, difficulty finding information).
• Low customer satisfaction, reduced customer loyalty, poor brand perception.
• Long time handling support cases.
• Concentration on one type of support channels.
• High operational costs associated with managing a contact centre or support department.
• The interrupted flow of information between sales and support.
• Missing or insufficient knowledge base.
• Low flexibility and insufficient process optimization when changing requirements for fieldwork (FSM).

Benefits:

• Accelerate case resolution by 31% with complete processing of Case management (acquisition, sorting, omnichannel allocation, status and process monitoring of various types of cases).
• Expand your choice of customers in terms of the type of contact with your company by setting up an omnichannel environment for receiving suggestions from various sources, including integration into a telephone exchange.
• Strengthening the functioning and interactions of customers on various digital platforms, monitoring sentiment for early detection of the problem (up to 42% of interactions are in digital form).
• Reduce the number of actual cases by 50% by setting up communities and environments for self-help customers.
• Reduction of service centre costs by 25%.
• Personalize communication with your customers by properly obtaining and using customer information.
• 360 ° view of the company and its customers, connecting various customer information in one place.
• Possible replacement of various other systems or their integration with SFDC (depending on needs).
• Improving the required KPIs in the company.
• Ensure data protection and information integrity by setting user rights and procedures exactly based on specifications.
• Increase customer satisfaction by 32% with a combination of settings in the system.
• Increase user productivity by setting up appropriate automation processes, productive tools and the work environment in the application (different for different user groups).
• Availability of information in real-time and via a mobile application.
• Using a knowledge database to speed up case resolution and increase solution quality.
• Use of artificial intelligence for case solving, behaviour prediction, process optimization and service analytics.
• Process optimization associated with the operation of the company in the field (FSM).
• Output reporting and dynamic dashboards not only regarding historical data but also development.
• Data visualization and applications tailored to different user groups.

Solution description:

• An introductory workshop where we will find out exactly how it works and propose a solution.
• Project management.
• Complete documentation.
• Installation and basic system settings.
• Settings according to the required solution and areas.
• Data migration.
• End-user training.
• Operation support.

How long will it take?

• 30 days

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