Situation
Our client had information stored in legacy systems and a customer relationship process that was inefficient. It was a challenge to maintain a sample research panel due to the lack of transparency to management and holistic view across all touchpoints.
Operational costs were high due to large call volumes to confirm appointments for installation. Our client needed a self-schedule option and a solution to support mobile.
The CRM solution was a game changer to improving panel experience and operational efficiency of field force.
Our client also had technical debt and incomplete requirements from a previous implementation.
They needed a partner to run its current Salesforce infrastructure and the capabilities to rollout best in class features to improve customer experience.
Action
Infogain was engaged because of our Salesforce platform expertise in building optimized service platforms. We implemented a robust scheduling application with real time updates and mobile capability using Salesforce Field Service for 1,000+ field users.
The panel CRM solution enabled remote touch points with potential research panelists. This was a game changer to improving panel experience and operational efficiency of field force. Installation rates for meters increased due to bringing disparate panel touch points into Salesforce and measuring agent performance.
To reduce field visits, Virtual Remote Assistant (VRA) and an omnichannel solution were implemented for a streamlined communication process.
Our innovative solution included improving the user experience with Einstein search and gave field reps a user friendly mobile solution with offline capability.
Results
- Research panel process improved with updated Salesforce infrastructure
- Deeper customer insights and a holistic view across all field service touchpoints
- Appointment no shows and cancellations were reduced
- Client appointments increased by giving user the ability to self-schedule
The robust scheduling application delivered real time updates for field reps.
Our client received a holistic view across all field service touchpoints.
Productivity for scheduling and confirming appointments improved.
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27%
Improved sample panel engagement rate -
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22%
Increased installation success rate for meters -
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14%
Reduced time spent scheduling appointments