Utilising the native Salesforce Omnichannel Presence, we extended the application to deliver the right case to the right agent with the correct skills, ordered against priority and SLA. Customer entitlements and milestones measured the agents performance and that of any 3rd parties involved in the case handling experience.
- CLIENT Intermedia Inc.
- YEAR 2015
- WE DID Branding
- PARTNERS Acme Pixel
- CHALLENGETeam leaders were distributing cases to agent queues based on their knowledge of the individuals' skills, Agents were then cherry picking cases to work on without any governance or performance measurements in place. Pick up of cases was slow, high volumes were "swirling" between teams and overall handling time was high resulting in poor customer feedback.
- SOLUTIONUsing the out-of-the-box Salesforce capabilities, extended with additional workflows and rules, we implemented a new agent case distribution process called Get Next. This effectively removed manual intervention of cases and dynamically presented cases to available agents, based on their skills and capacity. Milestones were used to measure the time to pick up cases as well as to resolve them, and any cases moved on to 3rd parties were also monitored and reported on. A team leader dashboard was utilised to provide real-time visibility of agent performance and provide empirical statistics on each agents' individual performance.
- VALUE/RESULTSHappier team leaders and agents became far more productive taking average case pickup times from greater than 4 hours down to near real-time. Cases are now being worked in less than half the time it took previously, and customers are noticing the difference. CSAT jumped up in a matter of weeks and customer feedback was better than ever before. Workload can now be effectively moved between agent groups to deal with peak demand, providing a flatter organisational structure with higher skilled staff. Performance management is now factual enabling under-performing agents to get the right training.
- CATEGORY Service Cloud