Digitizing Contact Center to Improve Efficiency and Customer Experience

Opportunity

Our client’s contact centre was experiencing operational challenges across several areas, causing inefficiency in case management and poor customer experience.

Technology limitations made it difficult to cope with the varied contact sources (website, email, phone, Facebook, etc.). There were no automated processes for generating cases from these disparate sources.

Manual data handling led to incomplete data capture, causing significant rework. 

Value created

GlobalLogic implemented Salesforce Service Cloud to help drive operational efficiency and focus on these business priorities: 

• Single customer view: Connecting the Service Cloud with the Sales Cloud delivered a complete, live, single customer view.
• Improved data quality: New record types and category mapping streamlined customer interaction and required data  capture.
• Improved CX and Omnichannel capabilities: AWS connect was integrated with Service Cloud to automatically display customer records during calls. 

Salesforce Knowledge was introduced for Agent support. Email to case and Social Studio were implemented for on-time responses to customers.

Impact

• Reduced handling and turnaround times: 85% of cases are responded to within 24 hours. 
• More knowledgeable personnel deliver more relevant and effective interactions with customers.
• We have reduced the effort needed to complete customer interactions and have provided management insight into Contact Centre performance.