A multinational corporation that designs and manufactures sports shoes, clothing and accessories including footwear, sportswear, sports equipment, toiletries wanted to streamline its call center operations which was spread across 28 countries.
Client was looking at optimizing the cost of contact center operations, providing support and proactive multichannel engagement for collaboration, accurately track SLAs, configure escalation points and enable real-time access to customer information using Salesforce.com (SFDC) platform, Service cloud etc.
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Our solution consisted of:
Supporting 1046 agents in 28 countries to resolve 225,000 cases/month across 7 call center locations