Any firm today may succeed if they can figure out how to enable a seamless CRM integration that can successfully automate customer query escalations and is highly intuitive so that new Customer Service (CS) executives can pick up the skills quickly. This capability was enabled for the online furniture merchant because of the skills of the Unthinkable team. Apex Visualforce pages were used to create the CRM data for the company, while Lightning Web Components’ practical yet aesthetically appealing user interface lowered the learning curve for new users.
The core integrations and improvements facilitated by the Unthinkable team were the following:
-Improved Case Handling Workflow
Prior to the upgraded CRM, client cases had to be manually assigned to various CS personnel. Now, using a round-robin algorithm developed by the Unthinkable team, this is done automatically. An external system called Wulverine is used to create new users and assign cases, and services are re-triggered to ensure that there are no failing APIs which was an issue the client had earlier but not since the implementation of the new system.
-Performance Boost
The Unthinkable team has added efficient error-handling mechanisms to the CRM system so that customer service agents can concentrate completely on client happiness. More orders may be managed on a single page thanks to pagination, and timeout errors that were previously related to order administration are no longer an issue.
-KPI Transparency and Efficient User Allocation
Every time a new development center was set up in a given region, there were difficulties assigning region-specific cases to that center because they were going to a shared queue, resulting in uneven workloads for various centers. Automated dynamic allocation of logged cases based on the case’s location was used to remedy this. This facilitated the delegation of case management and the equitable distribution of duties among development centers. In order to optimize user efforts and performance, calculation, and KPIs—such as case handling time—have become more precise and clear.
-SLA Compliance and Communication
There were commitment violations that needed to be resolved in order for the client to honor several Service-level Agreements (SLA) with ease. Automated escalation and email notifications are used to ensure SLA compliance when the stakeholder assigned to a customer case fails to reply. The CS team is now able to efficiently manage escalations and limit their number.
-Better Case Reportage
Case history tracking is now more transparent. To record detailed metrics of how a case has been handled, custom fields have been established. Additionally, reports from several iterations of the chosen dashboards can be examined using the case history. Each activity can be viewed as a monthly, daily, or annual statistical report. All activities are recorded as calls, comments, or emails.
