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Omni-channel Implementation for a 360° Customer View

Hi-Tech | Leading Healthcare Technology Provider

Omni-channel Implementation for a 360° Customer View


  • Ineffective management/adjustment of workload and lack of a proper escalation method

  • Inadequate reporting and analysis of all available data


  • Design email-to-case Outlook plugin, and HTML email templates

  • Develop rules for queues and case assignment

  • Set up service cloud lightning console and case feeds

  • Deploy Omni-Channel routing configuration

  • Create and deploy the lightning user interface

  • Implement single sign-on


  • 50% increment in efficiency of products and service workforce

  • Enabled ease of visibility and manageability of routing and load balancing

  • Omni-Channel 360° view of CX with interactive reports and dashboards

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