About the Company
As a leading on-demand home service provider, they have rapidly grown to prominence. Their platform allows users to access top-notch experts for a variety of services, ranging from beauticians to carpenters, plumbers, sofa cleaners, electrician and more.
Using a matchmaking algorithm, they connect users with service providers based on proximity, ensuring timely and convenient services. The company prioritizes delivering value, competitive pricing, and convenience, aiming to make it a preferred choice for customers seeking quality and reliability in home services.
Challenges
In the dynamic world of on-demand home services, our client faced a significant dilemma in managing a surge of customer inquiries. The existing support platform, plagued by inefficiencies, struggled to keep pace. Customer support agents, bombarded with emails and calls, lacked a seamless system to track each customer, resulting in lost inquiries and discontented customers.
As the company ardently sought to uphold their commitment to swift and quality service, they recognized the urgent need for a transformative solution. In this scenario, they set their sights on Salesforce as the most reliable source for salvation. However, the challenges were far from one-dimensional. Not only did they aspire to enhance response times without compromising service excellence, but they also faced the formidable task of migrating an intricate web of customer information, agent data, and ongoing inquiries to the new Salesforce platform.
As the story unfolded, additional layers emerged—customer concerns sparking disputes and agents grappling with scattered data. This narrative exposed the chaotic backdrop of our client’s struggle with an inefficient support platform, drowning in lost inquiries and discontent. Salesforce reluctantly emerged as a hero to navigate through operational turmoil.
Here are three things that they want to focus on majorly:
- Inefficiencies in the existing support platform led to the struggle of managing a surge in customer inquiries.
- The urgent need for swift and quality service prompted a shift to Salesforce, necessitating the migration of complex data seamlessly.
- Customer concerns and agent challenges with scattered data created disputes and delayed customer service.
Solutions
In our strategic revamp of the client’s customer service paradigm, we introduced Salesforce Service Cloud. Our team of experts implemented key functionalities, including web-to-case and email-to-case, automating the conversion of customer inquiries into test cases. This not only streamlined communication with pre-written email templates but also significantly reduced manual efforts, enhancing operational efficiency.
To fortify customer and agent capabilities, we implemented a robust knowledge database, ensuring swift problem resolution through an accessible FAQ/Help section. The seamless migration of existing data from the client’s current platform to Salesforce marked a pivotal step, ensuring a smooth transition with minimal disruption.
The introduction of the Service Contract (SLA) feature brought clarity to service agreements, reducing disputes by providing customers with a transparent view of the services they would receive. The lightning service cloud console setup centralized customer information, enabling agents to efficiently manage and access details in one place, leading to expedited solutions and improved service delivery.
Our innovation extended to the client’s website functionality, enhancing customer engagement through Lightning Chat and Einstein Bot implementations. Lightning Chat facilitated seamless service provision and case creation, ensuring efficient case tracking, and empowering agents to manage cases based on availability. Einstein Bot, integrated into the chat setup, elevated self-service capabilities, reducing the workload on service executives and fostering a dynamic customer service environment, ultimately contributing to improved business outcomes.
Testimonial
Cyntexa’s services have propelled our on-demand home services to new heights. The seamless integration of Salesforce resulted in reduced customer response times and enhanced agent efficiency, distinctly benefiting our operational efficiency and setting us apart in the competitive market.
Benefits
- Streamlined communication, reducing manual efforts and boosting operational efficiency.
- A robust knowledge database enabled quick problem resolution, enhancing capabilities for customers and agents.
- Seamless data migration ensured a disruption-free transition, preserving data integrity and ensuring operational continuity.
- Transparency reduces disputes by offering customers a clear view of the services.
