Construction : Salesforce Service Cloud + CTI
ThinkTwiceCutOnce architect Frederic Geoffroy
Cloud Infrastructure Architect
Business Consultant
Software Architect
LucidCharts
Salesforce
Saint-Gobain
Waeg
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
