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Implementation of Service Cloud and Einstein Analytics in a growing retail company Services offered: Service Cloud, Einstein Analytics

Services offered: Service Cloud, Einstein Analytics
Location: Netherlands
Industry: Retail

Points:

Leveraged their existing investment in Salesforce Service Cloud;
Implemented a customizable cyclic algorithm for routing calls in Apex;
Addressed customer pain points and took advantage of features included in Salesforce Experience and Service cloud licenses;

What’s the Problem?

A client (retail) from the Netherlands needed to connect with their customers and increase customer engagement. They released a new product and faced exponential growth. Their previous call management solution was complicated and overwhelming, so they had to hire additional customer service staff. Our client also needed a self-service solution so customers could find answers on their own - users would need to review articles and notifications before they could raise tickets.

What we did?

Techinlab proposed a solution that leveraged existing investments in the Salesforce Service Cloud.Thus, it allowed customers and partners to help themselves and each other.
The team of architects made sure that the solution eliminated customers' pain points and took advantage of the features included in the Salesforce Experience and Service cloud licenses.
Our team created a cost-effective self-service community with an overall 30% reduction in referrals.
Administrators configured Einstein's call routing and call classification to get the right service agent for simple cases faster. Response time was reduced to 2-3 minutes? support teams reduced the first response goal by 50% for critical and high-priority incidents.
For complex customer calls, we implemented a custom round robin routing algorithm in Apex. The algorithm takes additional information from the third-party ETL system via SOAP requests and assigns the calls to the right queues, which has improved the customer experience by 25%. Representatives can reach customers on any device and channel, whether it is a mobile, landline, email or social media.
Our Salesforce engineers implemented customizable Lightning web components to gather useful information for service agents on one screen.
We also used Salesforce Open CTI to integrate the customer's legacy telephony system with Salesforce.