Salesforce Service Cloud

The telco struggled with inefficient use of Service Cloud,relying on manual case management and lacking unified communication across channels (phone, email, chat). This led to slow response times, a high case backlog, and a fragmented customer experience.

• High case backlog and 30% breach of SLAs.
• Disjointed service experience across channels.
• 5% increase in customer churn due to poor support

• Automated case workflows for routing, prioritization, and escalation.
• Omni-channel integration fora unified customer view.
• Knowledgebase for faster issue resolution.
• Enhanced self-service portal to reduce agent workload.

• 25% faster case resolutions and reduced backlog.
• 30% SLA improvement, boosting customer satisfaction.
• 5% churn reduction due to improved service efficiency.

Quote-to-Cash (QTC) Process Optimization

The telco’s QTC process was slow due to manual quoting, complex pricing models, and lengthy approval cycles. Sales reps struggled with inconsistent pricing for bundled services,and contract renewals lacked visibility, leading to missed upsell opportunities and increased customer churn

• 30% slower sales cycles due to manual approvals and complex pricing.

• Revenue loss from incorrect quotes and missed upsell opportunities.

• Increased churn due to poor customer experiences during the quoting process

• We implemented Salesforce CPQ to automate quote generation, stream line approval workflows, and manage contracts. Integration with Salesforce Billing enabled seamless renewals and real-time revenue tracking, improving pricing consistency and upsell opportunities.

• 25% faster sales cycles, reducing deal closure times.
• 10% increase in upsell revenue due to accurate bundling and pricing.
• 15% improvement in revenue accuracy, minimizing revenue leakage.
• 7% reduction in churn, resulting from a smoother and more efficient QTC process.

Workload Distribution Skills based routing

Create a service team to effectively manage a web of intricate operations involving external partners like merchants and carriers, as well as internal functions such as stock management, returns, and refunds. This complexity extends from handling parent to child cases and covering both B2B and B2C scenarios. Adding to the complexity, these teams must navigate through peak seasons.

• Highest Customer Satisfaction Score;

• Reduce OPEX;

• Lower Handling Time;

The solution leverages Salesforce's fundamental features such as Service Cloud, Omni-Channel, and Entitlements. It's then customized to meet the specific needs of each business through the use of Apex, Omni-Channel flows, and a touch of AI. This ensures that high-priority tasks are promptly addressed to advisors, resulting in faster case resolution and preventing disruptions caused by changing demands and capacity shifts.

• 35% faster case resolution through efficient task prioritization and routing.
• 5% improvement in agent productivity by automating case assignment and managing complex parent-child relationships.
• 20% reduction in escalations, thanks to proactive issue handling during peak seasons.
• Seamless coordination between external partners (merchants, carriers) and internal teams (stock management, returns, refunds), minimizing disruptions during high-demand periods.

Einstein Case Categorization

The goal of this feature is to utilize Einstein Case Categorization to accurately categorize cases, specifically those originating from email, and route them to the most appropriate agent.

• Highest Customer Satisfaction Score;

• Lower Handling Time;

The goal of this feature was to utilize Einstein Case Categorization to accurately categorize cases, specifically those originating from email, and route them to the most appropriate agent.

• 90% accuracy in case categorization, significantly reducing manual effort in case routing.
• 40% reduction in case handling time, as cases are automatically directed to the right agent.
• 20% increase in first-contact resolution, with agents handling more relevant cases from the start.
• Higher customer satisfaction (NPS increased by 12%) as issues are resolved faster and more accurately.

Manage Opportunities for Clients

Luxury clients require an end-to-end, tailor made approach from stylists, from the way they communicate to the products they share. Stylists should be able to choose the right comms channel, to build the right email or message, with the right products on the right moment.

• +10% increase Open Rate Emails;

• Impact on 30% global revenue;

• Boost on Stylists productivity and sales.
  

We've developed a tailored solution for stylists. It uses recent search insights to help them select the right products and includes a custom email builder within Salesforce. This allows stylists to create personalized communications quickly and send them through various channels. The emails also offer tracking features to monitor recipient engagement.

• 25% increase in client engagement, thanks to personalized, timely communications.
• 30% faster email creation process for stylists due to the custom email builder.
• 20% higher sales conversion rate from using tailored product recommendations based on recent search insights.
• Enhanced tracking and follow-up capabilities, allowing stylists to refine their approach based on recipient engagement data.