Following are the challenges which they were facing:
- Reduced Sales: The client was witnessing a steep decline in sales. The lead conversion gradually declined even though the number of leads entering the system was on the surge.
Also, closing deals between Customers and agents prolonged for many days, creating resource complexity for the organization.
- Personalizing Response: Customer’s survey forms pointed towards customers’ dissatisfaction due to lack of personalization and response delays by the agents.
- Call Automation & Other Functionality: Calling different customers by manually entering their number every time was consuming a lot of time for the agents. Agents were not able to forward calls to their supervisors when it was required crucially.
- Resource Allocation: Agents were assigned manually based on the queue. There were no criteria involved, and this process created setbacks for the agents who had more expertise on the subject and had a high probability of closing a particular type of lead.
- Internal Communication: No medium for Internal communication between sales representatives was creating a setback in closing clients.
We implemented the following solution to overcome the above challenges for our client.
- Reduced Sales: We identified the shortcomings of the current system and created a solution using Salesforce and CTI, which helped clients increase the lead conversion ratio. We also created different automation which was triggered if the agent does not respond to a lead.