On top of standard sales force automation capability, we also excel in forecasting and quotes, order capture and eSignature, through to order management and orchestration. A great product catalogue and pricing model is central to getting your orders right first time.
We know case management implicitly and how to get the most out of it, however we really love Omni-channel case distribution. Queries from all contact channels delivered to the right agent at the right time, with automated task management measured through customer milestones.
Great sales and service capability needs to be exposed online. We build beautiful customer portals and websites to deflect contact and increase customer satisfaction. Branded customer and partner communities or pixel-perfect bespoke sites, allow us to amaze you.
We've integrated Bucher & Suter CTI into Salesforce, plugged into the Cisco telephony platform system, for inbound and outbound calling. Screen pops have been customised with an ID&V (Identity and Verification) panel to allow agents to confirm a customer's identity. Calls that are transferred within the business show as having already passed ID&V. A suite of reports and dashboards show agent activity and performance.
We've got huge experience in email case management having performed complex migrations from Rightnow (Tiscali), Microsoft Dynamics (Executel) and Netsuite (Totem Communications) onto Salesforce. We know how to optimise the platform to get the best case routing results, and use email header interrogation to reduce duplicate cases from forwarded emails. Continuous monitoring removes spam emails and increases case classification accuracy.
We've migrated multiple instances of LivePerson onto Salesforce LiveAgent from Pipex, Nildram and Freedom2Surf with great success. Our customised solution ensures that creating a case takes a single click, and the chat transcript is automatically attached to the relevant case. Customers who use live chat from within an authenticated portal (eg customer community) have their details automatically attached enabling the system to screenpop the customer's information straight to the agent.
Fast deployment of Tweet-to-Case is achievable bringing your support teams onto social media. Monitor tweets and find customers that need help, with automated cases delivered to your agents through the Salesforce Omnichannel platform.
Having your customer raise their cases online facilitates high levels of deflection using knowledge articles and self serve options. Bringing in a guided case journey auto generates the case classification ensuring that the cases are delivered to the right agent with the right skills to be able to effectively resolve the customer issue quickly and efficiently. Using Entitlements and Milestones, we're able to keep the customer updated on the progress of their case and set their expectations, greatly reducing chase calls into your contact centre.
SMS integration with various platforms supports inbound and outbound messaging services. Utilise for two-factor authentication for your portals or communities, delivering a one-time code to your customer's mobile device, or incorporate VoiceReach for an automated call.
Sometimes your customers just cannot get online and need to use the phone to raise a query. Optimised IVR's can be connected to Salesforce through an extension of an existing telephony integration, or through API based integration. Identify and verify your customers before they speak to an agent, or even allow them to raise a case on the IVR without even talking to an agent. We've blended this approach with BluePrism Robotics to reduce calls into the contact centre by 25%.
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