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Sodexo

Industry
Services
Solution
Service Cloud
Region
Spain
Work areas
Service Cloud
The Customer

 

Sodexo is a global company and leader in Quality of Life Services with more than 50 years on the market and a presence in over 50 countries.

Its 427,000-plus employees share a passion for service and strive every day to improve the quality of life of 100 million people.
SODEXO Beneficios e Incentivos España seeks to discover people’s potential by creating unique experiences, its philosophy being that no asset is more valuable to a company than its employees and that improving their quality of life is therefore crucial to increasing business success.

Its solutions are in line with customer challenges and the needs of their employees.

The Problem

 

Sodexo 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.

The Solution

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.
  • Casequalification 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.

Results

100%

of interaction channels were integrated

33%

improvement in case SLA 24-hour response time.

1 min

reduction in AHT (average handle time)

 

7%

increase in operator productivity

 


“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”

 

Jose Luis Plasencia. COO

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