Improve Customer Service
with Salesforce

Introduction

Industry

Telecommunication

Products

Salesforce

Capabilities

Build and Implement

Our Client is a Telecommunications Company which provides services all over the USA and has a vast number of people using their service. They provide calling as well as data services. They have their website and mobile application on which they provide customer services and support.

Project Challenges

Project Challenges

/wp-content/uploads/2021/03/not-managable-1-320x325.png

Following are the challenges which they were facing:

  • Database Management – Our client has a huge database of customers, which includes various things such as:
    – Customer Information,
    – Packages purchased by customers,
    – Expiry dates of packages,
    – Payment Information,
    – Information about various services they provide.
  • Lack of Personalization – Lack of personalized information is a problem the client faces as they have customer information on different platforms. Different departments manage that, so it becomes challenging to have personalization of data.
  • The departments use various platforms to manage things in the organization – Different departments in the organization use other platforms to store data. It is a challenge to manage as data is scattered across the platforms, and the client faces difficulties handling the data.
  • Understanding the Customer – The client faced difficulties in understanding customer behavior, habits, and patterns, resulting in poor customer service.
  • Tracking Customer Interaction – The client is facing a lack of touch between the organization and its customers. They face difficulty as there are multiple customers, and tracking the interaction of each of them is a challenging task.
  • Lack of customer retention and difficulty in managing Inactive subscribers. – The client was facing challenges in managing inactive customers as they cannot reach out to each customer who is inactive as the amount of data is huge in numbers.
/wp-content/uploads/2021/03/not-managable-1.png
/wp-content/uploads/2021/03/Managable-1.png

Project Solutions

Project Solutions

/wp-content/uploads/2021/03/Managable-1-320x325.png

We implemented the following solution to overcome the above challenges for our client

  • Database Management: he problem of database management was solved when our team integrated multiple platforms which the client was using with Salesforce. With this integration, all the data related to customers came under one platform, making it easier for the client to manage it and provide better and more efficient customer service. Instead of manually transferring data from one platform to another, any data recorded can be captured and recorded in Salesforce.

Project Results

Witness the increase in productivity and reduction in time upon successful delivery of the project.
Improved Database management by
75%
Better Customer management by
65%
Increased Reach by
45%
Improved Customer Interaction by
45%

Client Review

Impressed with the team
The team at Cyntexa works effectively and efficiently, they quickly responded to our needs. They have good problem- solving skills.

Also view our latest Case Studies

Let’s Discuss Your Project

Send us your requirements.

+Add file

Let’s Discuss Your Project

Send us your requirements.

+Add file