Our client is a financial inclusion platform dedicated to providing services to customers in both urban and rural areas, supporting the Digital India campaign. Their mission is to empower local retailers with technology and business solutions, enabling them to compete with larger chains and foster financial inclusion.
The client encountered several formidable challenges that hindered its seamless operation and growth. The company grappled with pivotal issues, from the intricacies of lead management to the complexities of service pipeline handling.
Lead Management Complexity: They faced challenges in segmenting leads efficiently, leading to significant time investments from the marketing team in manual processes.
Service Pipeline Management: Difficulty in managing the service pipeline was experienced due to the need for an integrated CTI solution. This required constant tool-switching during call management, impacting customer interactions.
Knowledge Base and Issue Resolution: No centralized knowledge base resulted in prolonged back-and-forth interactions between customer service reps and clients to resolve issues.
We Solved the client’s challenges by implementing the Salesforce Service Cloud with Knowledge and an Integrated CTI Solution.
The following solutions were implemented:
Lead Management Integration: Leads are now captured seamlessly from their mobile app, streamlining the process. A dedicated team ensures continuous integration updates and conducts regular user training sessions for their team.
Agile Development Approach: The development team followed an Agile methodology during sprints (0-5), implementing modules such as lead management, account, contact information, case information, and CTI integration.
User Acceptance Testing (UAT): UAT was conducted after each sprint to verify the correct functionality implementation. Additionally, innovative solutions were proposed for business challenges, including implementing escalation based on priority levels.
This implementation was beneficial for the client, yielding the following results.
Lead Automation: The new system automated lead assignment and duplication processes, reducing manual workload and enhancing efficiency.
Performance Visibility: Live reporting and dashboards provided higher management with insights into the sales team’s performance, aiding in strategic decision-making.
Proactive Customer Support: The support team, equipped with updated information, can now proactively connect with customers who subscribed to additional products, ensuring a higher likelihood of retention.
Efficient Service Resolution: The support team is now well-versed in resolving service requests quickly and efficiently, contributing to a better overall customer experience.
The client has successfully integrated Salesforce Service Cloud and CTI to overcome its lead management challenges, streamline service processes, and enhance customer support. The results demonstrate the positive impact on automation, performance visibility, and proactive customer engagement.