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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Salesforce call center solution
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Optimizing contact center operation costs without impacting Brand Equity and Customer Experience
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Our solution consisted of:
- Migration of Customer Service Platform to Salesforce.com
- API based integration of SFDC with social channels (Portal on Jive, FB fan page and 2 twitter handles) and Jira ticket management tool
- Conference Room Pilots to demonstrate wire-frame solution.
- Data migration
- Migration of 40,000 articles from MS SharePoint to Salesforce.com
- Set up Case Feed and Service Cloud Console
Benefits
Supporting 1046 agents in 28 countries to resolve 225,000 cases/month across 7 call center locations
