Salesforce implementation for an International university
About The Company:
Our client is a leading university operating at the international level from the USA.
Customer Challenges:
The client sought to improve the experience of its students and staff by providing multiple channels to submit tickets and interact with support services. The university faced several challenges in managing its support services. With a large and diverse population of students and staff, the existing support system struggled to handle the volume and variety of requests efficiently.
The university wanted to:
- Improve Ticket Submission: Offer multiple platforms (email, chat, and voice) for students and staff to submit support tickets.
- Enhance Customer Service: Route cases to the right agents quickly for faster resolution.
- Integrate Advanced Tools: Leverage Salesforce Service Cloud Voice, Amazon Connect, and other tools to streamline and enhance the support process.
- Collect Feedback: Implement a system to gather feedback from users to continuously improve services.
The existing setup was unable to provide a seamless experience, leading to delayed responses, poor customer satisfaction, and an overall inefficient support system.
Solutions:
We crafted a comprehensive Salesforce implementation solution to address the client's challenges. The project included the following key solutions:
- Web-to-Case Forms: We generated web-to-case forms, enabling students and staff from multiple universities to submit support tickets through the university's website. Fields, automations, auto-response rules, and case assignments were set up to ensure that tickets were routed correctly and handled promptly.
- Einstein Bot Implementation: Our team set up Salesforce's Einstein Bot for the university's website. This chatbot handles case creation and initial interactions, providing a 24/7 assistant to users. The bot was configured to respond to queries, gather necessary information, and escalate cases to live agents when required.
- Service Cloud Voice and Amazon Connect Integration: CloudCache Consulting integrated Salesforce Service Cloud Voice with Amazon Connect, creating a new contact centre solution that unifies voice conversations, digital channels, and CRM data in real-time. This setup included creating agent profiles, configuring routing profiles, and managing call centre users, enabling seamless handling of voice calls within the Service Cloud.
- Omnichannel Routing Rules: To further enhance case management, the dev team set up omni channel routing rules, presence configurations, and service channels for live agents. These configurations ensured that cases were routed to the appropriate agents based on predefined SLAs, improving response times and service quality.
- Survey Tools Implementation: We implemented Salesforce Survey tools to collect feedback from students and staff. These tools provided key metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Quality Assurance, and Net Promoter Score (NPS). These metrics allowed the university to measure and improve its support services continuously.
Results:
The Salesforce implementation delivered significant improvements in the university's support services:
- Enhanced Customer Engagement: The Einstein Bot provided a 24/7 virtual assistant, improving customer engagement by offering immediate responses and automating routine inquiries.
- Improved Service Quality: The integration of web-to-case forms and Amazon Connect provided additional channels for submitting support tickets, leading to quicker resolutions and better service quality.
- Real-Time Data Integration: The integration of Amazon Connect with Salesforce enabled agents to view voice transcription and CRM data side by side, improving the accuracy and efficiency of support interactions.
- Elevated Customer Success: The implementation of Salesforce Survey tools provided actionable insights into customer satisfaction, helping the university continuously refine its support services.
Technology And Tools Used:
Salesforce, Service Cloud, Einstein bot, Amazon Connect
Final Words:
CloudCache Consulting's expertise in Salesforce implementation enabled the university to transform its support services, providing students and staff with a seamless and efficient experience across multiple channels. By leveraging our Salesforce Professional Resources library we let them use advanced tools like Einstein Bot, Service Cloud Voice, and Amazon Connect, the university now offers a modern, responsive, and data-driven support system that meets the diverse needs of its community. The project not only improved customer satisfaction but also positioned the university as a leader in delivering innovative support solutions. You can also see what our clients say about us in Fiverr.
