Efficiency Redefined: Transforming Customer Interaction With Salesforce CTI Integration

60%

Increased response time

45%

increase in customer satisfaction level

35%

More closed opportunities

Industry
Professional Services
Sub Industry
Facilities Services
Products
Salesforce Service Cloud
Services
Salesforce Integration Services
Location
USA
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Overview

Scrubbi, a Canadian-based house cleaning service provider, is committed to providing eco-friendly solutions for move-out and regular or temporary cleaning services for homes, condos, and townhouses.

Their team is dedicated to exceeding expectations and providing an exceptional customer experience beyond a typical house cleaning appointment, from booking to completion.

Challenges

  • Struggles in managing calls: An insufficient IVR system impedes efficient call management across multiple services.
  • Unable to track call statuses: The lack of well-defined system restricted agents from managing real-time call statuses across multiple services.
  • Delayed responses to customers: Customer satisfaction is compromised due to delays or unavailability of support representatives, hindering optimal service provision.
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