Impact Delivered
Increased operational efficiency by 51%
Provides a 360-degree view of salesforce tasks and information
Inbound and outbound calls tracking increased by 100%
The Customer
The organization is a top supplier of cloud contact solutions, facilitating billions of customer interactions annually and bringing the potential of cloud innovation to more than 2,000 customers globally. The technology connects the contact center to the business, helps increase agent and supervisor productivity, and ultimately delivers tangible business results including increased revenue and enhanced customer trust and loyalty.
The Challenge
Large high-tech firms rely significantly on data to keep their operations running efficiently in today’s fast-paced technological world. In this case, the company needed to streamline its inbound and outbound call tracking to retain important information in Salesforce. It was also facing a challenge in figuring out which call was tied to which customer, resulting in increased staff-hours, and decreased operational efficiency.
The Solution
CriticalRiver had built a solution for this requirement:
- CriticalRiver’s Salesforce team came up with a method to improve the test automation on the company’s DXP platform
- While ensuring that the business remained operational, the team introduced a task logger to store data efficiently
- Streamlined both inbound and outbound call tracking to retain important information
- Helped obtain information related to call duration and update it against the matching record
Solution Components
Salesforce Apex
The Results
CriticalRiver’s initiative to digitally transform operations with Salesforce enhanced the client’s position in the market by easing their data handling process and retaining important information. As the processes and data integration were automated, their planning, budgeting, and reporting increased significantly.
- Hassle-free, faultless, and proficient deliveries
- Dependency on staff was cut by half
- Improved security levels for the platform
- Doubled operational efficiency of the business
- Personalized experiences and trusted relationships with customers
Want to learn more about how our Salesforce experts can drive your digital transformation journey? Write to us at contact@criticalriver.com.
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