Increase productivity of your Customer Service by implementing Service Cloud

Overview

About the Client

The client is a leading multinational company providing premium eyewear, offering innovative designs and inspired options for expressing your personality.  Their business focuses on the highest levels of precision, exceptional quality, dedicated craftsmanship and attention to detail. The client is the global leader in premium rimless eyewear, and they have been very successful worldwide with their half-rim, full-rim eyewear and sunglasses.

The Challenge

• To provide prompt support to end customers and to efficiently utilize service agents.
• To ensure that right person handles queries and complaints related to products as well as general inquiries.
• To track the status of pending queries and complaints and to see at a glance whether they have been resolved.
• To ensure that the system can scale with increasing volumes of queries and complaints without performance degradation or increased complexity.

Our Solution  

• Set up automated systems to create cases for queries submitted via email and web forms.
• Implemented an auto-response solution that sends an immediate acknowledgment to customers when their query is received, confirming that their request has been registered in the system.
• When a case is created in Salesforce, it is assigned to specific queues. These queues are organized groups where Salesforce users are categorized based on their skill sets and language proficiency. This setup ensures that cases are directed to the most appropriate users for efficient handling and resolution.
• We have utilized some of the routing features of Service Cloud to enhance case management efficiency, which ensures that incoming cases and customer inquiries are automatically directed to service agents based on their current availability and capacity. By leveraging this functionality, we optimize resource allocation, reduce wait times, and ensure that cases are handled promptly by agents who are best positioned to assist. This approach not only improves response times but also enhances overall service quality by aligning workload distribution with agent availability.
• We have implemented a solution to forward the cases to external partners.
• Configured the case page to display Recommended Orders for Customer Service agents, allowing them to view these recommendations directly on the case page.

Technology Used  

Service Cloud

Email-to-Case Web-to-Case
Omni Channel
Customization Using Apex and LWC
Quick Text and Macros

Results

The Impact and outcome                   

• Enhanced Case Creation and Management: By implementing the said solution, we streamlined the process of creating cases from queries submitted via email and web forms. This automation ensures that all incoming requests are systematically captured and logged, leading to a more organized and efficient case management process.
• Improved Customer Communication: Auto-Response Solution: The immediate acknowledgment provided by the auto-response solution has significantly improved customer communication. Customers receive prompt confirmation that their request has been registered, which helps in managing expectations and increases customer satisfaction by reducing uncertainty and wait times.
• Optimized Resource Allocation: The use of specific queues for case assignment ensures that cases are directed to Salesforce users based on their skill sets and language proficiency. This targeted approach leads to more efficient handling and resolution of cases, as each case is addressed by the most qualified and suitable agent.
• Efficient Case Handling: Utilizing the availability-based routing feature from Omnichannel has enhanced case management efficiency by directing cases to service agents based on their current availability and workload. This optimization reduces wait times, ensures that cases are handled by available agents, and balances the workload, which in turn improves response times and overall service quality.
• Streamlined External Collaboration: Case Forwarding to External Partners: Implementing a solution to forward cases to external partners has facilitated seamless collaboration with external entities. This integration allows for more efficient handling of cases requiring external expertise, thereby expediting resolutions and enhancing service delivery.
• Enhanced Agent Efficiency: Configuring the case page to display recommended Orders has provided Customer Service agents with actionable insights directly on the case page itself. This feature supports agents in making informed decisions and recommendations, leading to quicker and more effective resolutions.
• Overall Impact: The implemented solutions collectively contribute to a more efficient and effective customer service operation by automating case creation, improving communication, optimizing resource allocation and enhancing collaboration. The solutions lead to reduced case resolution time, improved customer satisfaction and a more streamlined service process. The integration of these features ensures that cases are managed efficiently and resolved by the most appropriate resources, ultimately enhancing the overall quality of customer support.