Willow Innovations faced multiple challenges: high customer service costs, inefficient case routing, and underutilized backend automation. Their existing process led to a high volume of repetitive inquiries and manual processing of cases. The company needed a solution to improve support efficiency, deflect common issues, and lower operational expenses by leveraging rich data for more effective case management and automation.

The company’s existing contact process lacked efficiency, leading to manual handling of cases and missed opportunities for backend automation. Inefficient case routing and inadequate data collection from the contact form meant that backend workflows were not fully utilized. The challenge was to create a solution that could deflect common issues, automate processes, and integrate seamlessly with their CRM while remaining GDPR-compliant.

I developed and implemented a dynamic contact form that captured detailed field information to enhance case routing and backend automation. By using if/then logic, the form presented relevant help content and troubleshooting steps to deflect common issues and reduce case volume.

The form’s rich data enabled precise case routing to specific teams, auto-escalation of urgent issues, and the triggering of backend flows to automate tasks that were previously handled manually. This approach addressed the initial challenges of case deflection and reduced contacts per case while also improving overall operational efficiency.

The dynamic contact form implementation resulted in an 18% reduction in overall cases and a 21% decrease in contacts per case. The enhanced efficiency in case management and backend automation led to estimated annual savings of $310k. These improvements significantly reduced agent workload, shortened customer wait times for resolution, and boosted operational efficiency.