Salesforce Omni-Channel Support

client

 

Client:  Parcel Delivery Services Company

 

The client is a global leader in B2B and B2C parcel delivery services. The company’s growth put a strain on the client service employed at the time.

salesforce

 

 

Platforms:

 

Service Cloud

Sales Cloud

programmer

 

Salesforce Users:

 

50-100

It was identified that self-service and electronic channels were not effectively utilized, while phone lines were constantly overloaded.

Our experience:

 

 

It was identified that self-service and electronic channels were not effectively

utilized, while phone lines were constantly overloaded. In addition, information

internally was exchanged via email and other ineffective tools. Salesforce Service Cloud

was utilized for multi-channel customer service traffic management and information

exchange among customer service representatives.
Salesforce Service Cloud also enabled better reporting. Service Team Leaders could

identify the exact task completion time, communication duration, and other key metrics.

By receiving real-time data on service channel utilization, they could easily balance loads

between different service touchpoints.

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