A leading research services company struggled to stay on top of customer queries and complaints. Everything was done manually, so there was no way for them to capture, track, and analyze the customer complaint data.
Forsys and Salesforce joined forces to help the client get their service management team up and running. They designed and developed a customer portal for their clients, so they could view their data and get support by managing cases. To top it off, they integrated MS Project Online and SAP to ensure the client had easy access to data from various sources. As a result, the client saw 27% a decline in support cost.
The fast-growing client was in need of an end-to-end automated solution to manage the life cycle of customer complaints, that would allow them to increase the efficiency of internal stakeholders, reduce issue resolution times, and improve the customer experience.
Additionally, handling customer queries and complaints without a system to record, monitor, and analyze the associated data proved to be a real hassle. It was tough to keep track of it all manually.
The client experienced the following issues:
Absence of a case assignment and allocation to track, monitor, and fix customer issues
Offline resolution of customer issues via phone calls, emails, and customer visits
No avenue for customers to view the data, and record and follow up on their concerns.
Forsys formulated a full-scale solution with Salesforce Service Cloud, which enabled the client to track, oversee, and monitor customer issues.
These are the key elements of the transformation process:
Case creation from various channels (offline, email, web, and portal).
Automation of responses to the customers upon case creation and case closure.
Implementation of web form to generate cases internally through the employee portal.
Automation of the allocation of projects, employees, and accounts for the cases based on the project code.
Case allocations to the service management team.
Facilitation of communication between in-house teams through email tracking in salesforce.
Initiation of case escalation process as per the stipulated SLAs and timelines.
Creation of reports and dashboards to empower the service management & C-suite teams better understand the patterns of customer complaints and solutions.
27% decline in support cost.
improvement in the e2e service process.
Higher customer satisfaction with improved transparency.
United the sales, service, and executive teams to get a 360 degree view of customers.
Creation of a service management team.
The India-based client is an integrated contract research, development, and manufacturing organization providing scientific services— from early discovery to commercial supply. Our innovative capabilities for novel molecular entities (NMEs) cater to a wide range of industrial sectors, including pharmaceutical, biotechnology, nutrition, animal health, consumer goods, and speciality chemical companies.
Salesforce Service Cloud, Salesforce Experience Cloud, SharePoint, Azure AD, SAP