Case Study
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.
Key Challenges
- Effective handling of call center operations
- Optimize the cost
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Optimizing contact center operation costs without impacting Brand Equity and Customer Experience
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Integrated solution to manage cases, activities, knowledge, and reporting with automation to assign and re-direct Cases and Activities
Our solution consisted of:
- HR Services Case Management solution implemented on Salesforce Service Cloud
- Migrated Employee Self-service portal (EIC Smart forms) to Salesforce Communities with multi-lingual support/ translations to let the 70,000+ community users log 12 different types of cases.
- Implemented Custom branding and Single Sign-On for communities
- Implemented Email-to-Case, Live Agent and Salesforce knowledge to assist in case resolution.
- Implemented case auto assignment and activity assignment using assignment rules, workflows and custom apex classes.
Benefits
Supporting 1046 agents in 28 countries to resolve 225,000 cases/month across 7 call center locations
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