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Efficiency Redefined: Transforming Customer Interaction with Salesforce CTI Integration

industry

Industry

Professional Services

industry

Sub Industry

Facilities Services

industry

Products

Salesforce Service Cloud and CTI

industry

Services

Salesforce Integration Services

industry

Location

USA

industry

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60%

Increased response time

45%

Elevate customer Satisfaction level

35%

Maximum Closed opportunities

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.

Solutions

Streamlined call services and enhanced support representative training through the integration of Twilio with Salesforce Service Cloud.

 

  • Dedicated IVR System – An exclusive IVR system was established for handling calls across diverse services, encompassing sales, service, and onboarding.
  • Better Call Management – Adding Inbound and Outbound call management into Salesforce empowered efficient call handling and orchestration within the platform.
  • Call Recording Functionality – Call recording has been implemented after each call to facilitate valuable feedback purposes.
  • Queue Management Configuration – Enable the voicemail feature to empower customers to leave messages when they cannot reach available agents.
  • Voicemail Functionality – Optimize queue configuration to enable agents to handle calls even when occupied.
VIEW COMPLETE SOLUTION

Benefits

  • Twilio Integration enhances customer service by simplifying call handling.
  • Call recording enhances the quality of customer service representative deliverability and training.
  • A dedicated IVR system streamlines service management.
VIEW ALL BENEFITS
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