Leveraged CX Solutions to Improve Customer Response Time and Staff Efficiency for a Nonprofit Organization
Industry:
Education/Non-profit
Region:
USA
Technology:
Salesforce Service Cloud
The Business Challenge
The client is a non-profit medical association established in Washington, D.C. The client experienced difficulties with the legacy service request process. The tedious process of maintaining and tracking service requests in spreadsheets hampered employees’ productivity while impacting the overall customer experience.
The Solution
- Leveraged Salesforce Service Cloud to achieve a fully automated case management system.
- Functionality to create and update tickets in the Salesforce Service Cloud.
- Easy access to all service reports and status.
Implemented 360-degree customer view.
The Benefit
- Streamlined the case management process.
- Captured information in one place.
- Increased employees’ productivity.
- Increased customer satisfaction.
