Case Study

Enhancing Operational Efficiency for a Shipping Business with GirikCTI

Increasing Sales Productivity for a Data Analytics Company

Background

Every business, regardless of industry or size, relies on efficient communication to grow. Communication is, in a sense, the foundation of the company. Reaching goals and targets is simplified when there is meaningful and effective communication with customers, partners, and vendors. Ineffective communication, on the other hand, often results in lost opportunities, poor operational effectiveness, and unhappy customers.

As a result, companies are constantly seeking communication solutions that are best aligned with their business goals in order to make the most out of business communication.

While some companies opt for Salesforce CTI integration to handle their telephony operations, others are more likely to use Salesforce SMS messaging for communication.

Girik CTI, a $100 \%$ native Salesforce calling solution, is a game-changing tool for businesses looking to maximize the value of their calling operations.

To substantiate this, this blog features a success story of a renowned courier service provider who used Girik CTI to overcome various business challenges and achieve new heights of success.

Here we briefly talk about the success story of a leading shipping services company that used Girik CTI to overcome several operational challenges to drive efficiency and growth.

About the Business

A leading e-commerce shipping services business contacted us for a reliable way to address operational bottlenecks and improve customer satisfaction. They required a well-rounded strategy to improve service quality and optimize their operations in order to address problems such as low customer satisfaction, poor call management, and delayed shipment delivery.

This case study explores the strategic use of Salesforce CTI integration to tackle operational challenges, increase productivity, and transform the entire customer experience through improved phone conversations.

Challenges Prior to Girik CTI Salesforce Integration

Ineffective Channels of Communication

The shipping company had trouble with disconnected communication systems, which made it difficult for teams to effectively coordinate activities.

This had a significant impact on their business operations and negatively impacted customer satisfaction. The company's operations and internal communication were significantly impacted by the absence of a centralized mechanism for handling multiple communication platforms.

Inefficiencies due to Lack of Automation

Excessive emphasis on manual data entry and repetitive manual tasks resulted in longer turnaround times and increased error rates. Consequently, issue resolution took much longer which translated to higher operating expenses in addition to slowing down routine operations. A double whammy!

In order to reduce such occurrences and improve the efficacy of the particular organization, automation of these manual tasks became essential.

Earlier Systems

Prior to implementing Salesforce Girik CTI integration, the company employed a number of siloed systems for tracking, order management, and communication.

There were several operational issues that significantly slowed down service processes leading to frustrated consumers. This was mostly due to the absence of seamless synchronization of data across these systems.

Desired Capabilities of the New System

The company needed a centralized, seamlessly connected solution with real-time tracking and visibility, as well as automation, to effectively tackle these issues. Better coordination across cross-departmental teams would enable real-time and accurate decision-making through centralized communication.

Higher degrees of transparency to customers and the most recent shipping information would be provided by the real-time tracking feature. This would significantly reduce the amount of manual data entry and enable users to execute only the most essential, human-dependent tasks by automating processes that are centered on accurate data entry into the system in order to improve operational efficacy and satisfy user needs. The company sought to achieve these and other capabilities and to refine some of its operational processes for improved service delivery by implementing Salesforce integration with GirikCTI.

Salesforce GirikCTI Integration

Calls are unquestionably very important to businesses. Phone calls are still the preferred method of communication for $75 \%$ of customers. GirikCTI delivered on its value proposition for the company.

Rapid Implementation of GirikCTI

GirikCTI integration with Salesforce was implemented in less than 4 weeks by our team of experts in collaboration with the company's teams. This seamless integration eliminated the need for any complex customization and empowered their users to access the capabilities of the new system quickly. A centralized Salesforce telephony platform that could be managed directly from their CRM console would improve data management, enhance communication, and improve operational efficiency. Advanced communication features, such as call optimization with agent-generated call scripts, were also made possible by the integration.

Improved Operational Capabilities

Show Operational Capabilities Details

Tailored customer experiences: The company was able to offer customers contextually relevant and tailored experiences by integrating Salesforce telephony with Girik CTI.

(10) Proactive Communication: Girik CTI-powered real-time updates greatly improved customer satisfaction and engagement.

Intelligent Call Routing: To ensure effective call handling, automated call routing was put into place, accounting for agent availability, order history, and customer preferences.

Contextual Pop-ups: Pop-ups with real-time, relevant customer information during active calls allowed agents to have more efficient and personalized conversations.

Enhanced Customer Support: To help with orders, address problems, and get client feedback, the company improved its inbound and outgoing call processes.

Unified Data: To ensure seamless customer interactions and tailored service, customer data was consolidated into a single platform.

Seamless Interactions with Cadences: To improve agent-customer interactions, the click-to-call feature was added to Cadences.

Increased Call Handling Efficiency: To increase call management, sophisticated call routing, intelligent IVR, and call analytics were used.

Automated Task Creation: Every call log task including the full call status, recordings, and call history was created automatically.

Dynamic Scaling: To handle growing call volumes and customer queries, operations were scaled dynamically using Girik CTI.

Girik CTI Integration with Salesforce: Delivering Impact

Show Impact Details

Increased Customer Satisfaction: Ensured proactive communication, personalized interactions, and real-time tracking by leveraging automation and CRM data, all of which boosted customer loyalty and satisfaction.

Enhanced Operational Efficiency: To reduce the need for manual labor, improve control quality, and expedite delivery, automation and process refinement were implemented and achieved.

Cost Reduction: Better resource optimization and cost reduction were made possible by the efficient handling of calls.

Why The Client Chose Girik CTI

Native Platform: Girik CTI's native integration with Salesforce created a unified platform that improved consumer interaction and communication.

Tailored Interactions: With timely, contextual, and relevant communications, Girik CTI greatly increased customer satisfaction by enabling tailored customer interactions and real-time updates.

Efficient Operations: By decreasing manual tasks and the inherent errors associated with them, Girik CTI's automation and call optimization features simplified processes, reduced expenses, and increased operational efficiency.

Summary

The client's shipping 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 manual tasks which resulted in considerable time and cost savings. Do you want to provide your teams access to sophisticated calling features as well? Contact our specialists by clicking here or sending an email to support@girikcti.com.

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