IGT
Client
IGT
Industry
Other
Salesforce products
-, -, -
Delivered by
Techila Global Services, Salesforce Summit Partner
The challenge
Inefficient Case Management: Lack of a centralized system led to delayed issue resolution and customer dissatisfaction.
Limited Agent Accessibility: Agents were restricted to office desktops, affecting productivity and response time.
Manual Case Assignment: High dependency on manual triaging resulted in delays and inefficiencies.
Scattered Customer Interactions: Multiple support channels lacked integration, leading to inconsistent customer experiences.
Lack of Data Insights: Absence of real-time analytics made it difficult to track agent performance and optimize support operations.
The solution
End-to-End Case Management: Implemented Salesforce Service Cloud to streamline issue resolution.
Anywhere Access: Enabled agents to work seamlessly from desktop or mobile devices.
Automated Case Assignment: Reduced manual effort and response time by auto-assigning cases based on workload and priority.
Email-to-Case & Web-to-Case: Automated case creation from emails and web forms for faster issue resolution.
Knowledge Base Integration: Provided agents with a centralized repository of solutions for quicker case resolution.
Omni-Channel Support: Integrated multiple communication channels (chat, email, and phone) for a unified support experience.
Performance Analytics & Dashboards: Offered real-time insights into case volume, resolution time, and agent performance.
Salesforce products used
Results
Improved Efficiency: Reduced case resolution time with automated workflows and intelligent routing.
Enhanced Customer Experience: Faster response times and multi-channel support for seamless issue handling.
Cost Optimization: Lowered human resource costs through automation and self-service options.
Increased Agent Productivity: Easy access to cases and knowledge base for faster problem resolution.
Better Decision-Making: Data-driven insights to optimize support strategies and resource allocation.
Related reading
- Service Cloud implementation services: Techila's Service Cloud practice.
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