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Food Services and Facilities Management Company: Success Story

Industry
Services
Solutions
Service Cloud
Region
Spain
Work Areas
Sales Cloud - Service Cloud

“Implementing Salesforce was a crucial milestone in our digital transformation process, putting the customer at the centre and generating a change in corporate culture and especially the customer service department”

 

Chief Operating Officer

What does our client do?

Leading international supplier of services that improve the Life Quality with more than 5 decades of experience. It has a presence in more than fifty countries around the world.

Its more than 450 thousands employees share a passion for service and strive every day to improve the quality of life of 100 million people.

The company’s Spanish branch has been working for years to focus its efforts on improving the lives of its clients’ employees, by providing solutions that help them meet their needs and reach their objectives.

Challenges detected

Our client required a comprehensive omnichannel solution to provide technological support to its customer-focused digital transformation strategy, guaranteeing a substantial improvement in terms of operational excellence and efficiency.

The solution had to be integrated with the company’s ERP, the internal ticketing tool, the CTI, the websites of each of the customer communities and all the customer service mailboxes.

S4G Solutions for our client

Successful implementation was achieved in two phases:

Phase I
  • Omnichannel rollout: All case sources (calls, emails, web forms) were linked in a single management tool.

  • Case qualification criteria were unified, regardless of origin.

  • Agroup/account hierarchy was created enabling 360 visibility across all interactions associated with a particular customer.

  • Internal case management visibility was achieved thanks to integration with the ticketing tool.

 

Phase II
  • A time control mechanism was designed to measure productivity and boost operator efficiency.

  • A knowledge-based solution was implemented, enabling real-time access to a large repository of useful information with a metadata-based search facility.

  • Basic search elements were integrated with the ERP.

Phase III
  • Salesforce’s Sales Cloud solution has been adapted, enabling bundled sales (opportunities, quotes and contracts) during the commercial process.

 

Results

50 %

more calls answered in < 20 sec. (now 9/10).

x 2

Increase in Net Promoter Score in 2021.

20 %

more cases resolved in < 24 hours (8.4 out of 10).

 

96 %

of customers rate customer service with 5 or 4 stars.

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