A fintech client recently established a new customer service division to better serve their customers. They realized that they needed a customer relationship management (CRM) system to manage customer interactions and provide a seamless experience across all channels. After evaluating different options, they decided to implement Salesforce Service Cloud, a cloud-based CRM solution that offers a range of features, including omni channel services and call center implementation.
The main challenge for the fintech company was to ensure that the implementation of Salesforce Service Cloud was done smoothly and efficiently. They needed to make sure that all customer data was mirrored from teh app that has been built. They also needed to ensure that their customer service agents were trained to use the new system and that they could effectively handle customer inquiries and issues using Salesforce Service Cloud.
Scope of Work
The fintech company partnered with tenderize, a Salesforce implementation partner to guide them through the implementation process. The implementation partner worked with the company's IT team to migrate all customer data to Salesforce Service Cloud. They also customized the platform to meet the specific needs of the fintech company's customer service division.
Tenderize also provided training to the company's customer service agents to ensure that they could use Salesforce Service Cloud effectively. The training included how to use the platform's omni channel services, which allow customers to interact with the company through multiple channels such as phone, email, social media, and chat. Tenderize also helped set up the call center implementation, which integrated the company's phone system with Salesforce Service Cloud.
Result and Client Benefits
The implementation of Salesforce Service Cloud has significantly improved the fintech company's customer service operations. The omni channel services allow customers to interact with the company through their preferred channel, and the call center implementation has streamlined phone-based interactions.
A final word
The company's customer service agents can now access customer information and interactions from a single platform, which has reduced the time it takes to resolve customer issues. The company has also been able to improve their customer satisfaction scores, as customers have reported a higher level of satisfaction with their interactions with the customer service division.
The implementation of Salesforce Service Cloud has been a success for the fintech company's customer service division. It has provided a unified platform for customer interactions, allowing for a seamless experience across all channels. The call center implementation has streamlined phone-based interactions, and the omni channel services have improved the overall customer experience. The company has been able to improve customer satisfaction scores, which has had a positive impact on their business.