Community Wizard

We designed and built a native Salesforce application to provide online customers with guided journeys to help them self-serve or raise detailed cases.

  • CLIENT Telecommunications
  • YEAR 2015
  • WE DID Design & Delivery
  • PARTNERS Oe:gen
  • CHALLENGEOnline adoption of the customer portal was good, however cases were being generated by customers without any deflection points. Once cases were created, vital details were missing to enable the agent to complete the request first time, requiring additional customer contact. Cases were frequently presented to the wrong agent due to lack of intelligent classification.
  • SOLUTIONWe built an innovative data model within the Salesforce application to enable customers to be guided based on the type of query they wish to raise. Relevant knowledge articles are presented at the right time to assist the customer and therefore deflect the case from being created. When a case is required, bespoke forms are generated to capture the information necessary to resolve that particular query, eg Date Required, Product Affected. This is all presented in a fully branded online portal using a combination of Salesforce Communities and VisualForce.
  • VALUE/RESULTS15% of customer queries are now resolved directly by the customer due to having the right article presented to them at the right time. Cases delivered to the agents are dealt with quickly due to having all of the required information present, driving first-time resolution to 95%. The average time to handle a case raised on the portal has dropped from 12 minutes to less than 5 minutes, boosting agent productivity and reducing wait times from hours to minutes. Customers can see case updates online and are notified through email, dramatically reducing the volume of chase calls from customers. CSAT for online cases is now the highest performing customer contact channel.
  • TAGS


Declarative Ltd
Manchester Business Park, Aviator Way, Manchester, United Kingdom, M22 5TG

+44 (0)161 637 0135