Construction : Salesforce Service Cloud + CTI

Streamlining Customer service process by rationalizing Case management process and enabling additional channels to interact with Customers like email, forms and phone calls via CTI.

↗ +20% customer retention / decrease of churn

↗ +30% First Call resolution ratio

↗ +23% customer satisfaction via comprehensive product catalog, efficient after sales experience

↘ -30-50% maintenance cost of Client care platform compared with legacy

↘ -80% data quality problem about case capture and traceability

↘ -10% support process cost via Case deflection, user manuals exposure with search engine