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Omni-channel Implementation for a 360° Customer View
Hi-Tech | Leading Healthcare Technology Provider
Desafío
Ineffective management/adjustment of workload and lack of a proper escalation method
Inadequate reporting and analysis of all available data
Solución
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
Beneficios
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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