Situation
Our client was struggling to provide quality customer service to over 400,000 global students through an existing platform. They were using a Tour Centre Incident Management System (TCIMS) to handle service requests. However, challenges emerged due to inefficiencies in the tool, and poor adoption of the system.
In addition, unreliable and inconsistent reports were eroding trust in the accuracy of the numbers presented to management.
Transforming our client’s customer support system with Service Cloud led to a better customer experience.
To address these issues, our client needed a dependable and scalable platform and an implementation partner that was aligned with their business goals and achieve a faster time to market.
Action
We analyzed our clients’ systems and recommended Salesforce Service Cloud with optimal customizations and integrations. Change management impact related to design and user adoption was also planned.
Our solution included defining end-to-end architecture between our client’s TCIMS application and Service Cloud. We implemented key modules of Salesforce in addition to an integration between a database with Salesforce using IBM Data Connect.
Various reports and a dashboard were implemented, including overall case management effectiveness in leadership and an agent perspective.
To encourage higher adoption rates, we provided comprehensive user training consisting of instructor-led training, hands-on training and audio-visual tutorials for various business units, and organized by roles (leadership, SMEs and agents).
Results
- Transformed customer support system led to a better customer experience.
- Improved user adoption rates with training and change management strategies.
- Reliable and consistent reports using Salesforce Service Cloud.
Comprehensive user training led to higher adoption rates.
Service Cloud’s customizations and integrations improved the customer experience.
Our client received reliable and consistent reports using Salesforce Service Cloud.
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21
Lines of business -
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82
Case category and subcategories configured -
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100%
Adoption rate