Implemented Case Management Solution Powered by Salesforce Cloud and CTI for a Leading Service Provider
Industry:
Legal Services
Region:
USA
Technology:
Salesforce Service cloud, click tools, CTI, Java, J2EE, Spring/Hibernate, RPA
The Business Challenge
The client is a leading business, legal and financial services provider. To accommodate current market trends and keep track of their customers’ issues, the client desired a faster customer query response and resolution approach. A cloud solution that would automatically assign cases based on their expertise and availability.
The Solution
- Created a case management system to track and respond to customer queries.
- Logged information into SFDC, if a user initiates a chat request via the web.
- Implemented CTI using Salesforce open CTI to capture customers’ concerns.
- Provisioned two-way integrations with external applications.
The Benefit
- Improved interaction between customers and service representatives.
- Decrease in the query resolving time.
- The timely response led to satisfied customers.
