High operational costs associated with managing a contact center 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% through complete processing of case management (acquisition, sorting, omnichannel allocation, status, and process monitoring of various types of cases).
Reducing the number of actual cases by 50% through the possible setting of portals and environments where the customer obtains information on their own. Reduction of service center costs by 25%.
The resulting increase in customer satisfaction by 32%.
Complete processing of customer requests and complaints.
Expanding customer choice 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.
Personalize communication with your customers by properly obtaining and using customer information.
360 ° view of the company and its customers, interconnection of 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.
Ensuring data protection and information integrity by setting user rights and procedures exactly based on specifications.
Increase user productivity by setting up appropriate automation processes, productive tools, and the work environment in the application (different for different user groups).
Support for cooperation between colleagues and teams.
Availability of information in real-time and via a mobile application.
Using a knowledge database to speed up case resolution and increase solution quality.
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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