About the client
The client provides legal services to over 600 financial services companies and Fortune 500 companies. The client provides services for entity formation, legal case management, statutory compliance, and online brand and digital identity protection. The customer support request process was maintained and managed by the client using legacy systems. The client wanted a cloud solution for their customer support team that would automatically allocate cases based on their availability and competence in order to fit current market trends and a future-proof business strategy.
Business Challenge
Delays in query resolution resulted from the client's customer service team's inability to centrally monitor the customers' issues. The client sought a speedier way to respond to and resolve customer queries. In order to enable their customer care team to assist both new and as well as existing customers, the client wanted to combine and implement a cloud-based CTIpowered case management solution. In order to resolve business concerns, the customer needed:
- To record service requests via various channels, such as COA service requests, Ebilling service requests, and CLS billing service requests.
- To create a distribution list user interface.
- To introduce out-of-office improvements, such as a distribution list feature that generates notifications and allocates them to DL subscribers.
The Solution
The customer was able to build a completely functional case management and contact center system with the help of Girik CTI's native integration with Salesforce Service cloud. The client was able to manage and classify all service requests by leveraging our technology. Databases are now used to store customer requests, which speeds up customer support agents' responses.
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- Developed and deployed a case management solution to monitor and address online queries from leads and customers. For a quicker resolution, forwarded them to the right teams.
- The ability to attach documents to cases was provided with simple drag-and-drop functionality.
- If a person submits a chat request online, their information is logged into Salesforce. An alert is sent to the customer service agent, a case is opened, and data is recorded for that case.
- Service entitlements under the SLA were put into effect. To assign the cases to the appropriate point of contact, omnichannel routing was used.
- Girik CTI was implemented to record customer issues and forward them to the relevant teams for expedited resolution.
- Knowledge management was put into place to help the customer support staff engage better and more meaningfully with customers.
- To access a 360-degree perspective of the customer, two-way interfaces with external applications were made available.
- Permitted the user to utilize the mobile app to activate or deactivate contacts and accounts. Users can view any kind of Salesforce record using the app. Every time a case is assigned, the user receives a notification.
- Created reports and dashboards for the customer service and management teams.
Business Benefits
The Salesforce GirikCTI integration helped the client in addressing customer service challenges by utilizing a value delivery philosophy based on best practices and cost effectiveness. Our solution contributed to the client's increased customer satisfaction.
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- Queries are resolved over calls and call data is recorded in the system behind the scenes using Girik CTI.
- Routing cases to the appropriate teams reduced query resolution time.
- The prompt response of service reps resulted in delighted customers.
- Increased productivity owing to effective coordination among sales, marketing, and service teams.
- Provided customer service agents with FAQs and knowledge articles.
- Cut down on testing time.
Impact
The client's service operations were revolutionized by integrating Salesforce with Girik CTI. This integration improved visibility and customer satisfaction while resolving communication issues. Real commercial gains were witnessed by the client in the ensuing months from process automation and other technological capabilities of Girik CTI. As a result, the business was perceived as a more effective and customer-focused service provider. The company could now seamlessly deliver tailored interactions by leveraging refined processes and Girik CTI's sophisticated capabilities. Additionally, it enabled the company to significantly cut down on case resolution time which resulted in considerable time and cost savings.
The client believes that their business is now moving as a single unit with all departments collaborating effectively after deploying Girik CTI. With a unique Girik CTI number assigned to each case and member of the client-facing team, all calls are routed to the appropriate legal experts, ensuring a consistent caller experience.
They have been able to close gaps, show their customer how valuable they are, and win business by working across functional boundaries with teams.
The company can now seamlessly deliver tailored call interactions by leveraging refined processes and Girik CTI's sophisticated capabilities. Additionally, it enabled the company to significantly cut down on manual tasks which resulted in considerable time and cost savings.
Technology Stack
Salesforce Service Cloud
Girik CTI
Java, J2EE
Spring, Hibernate
