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.
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