17 Jan Using Advisory Services to address customer service pain points
Our Simplus Advisory Services team worked with Nitel, a telecommunications provider, to overcome pain points with customer service, particularly with maintaining the same level of ticketing ability throughout the order process and addressing manual steps that slowed down service. The solution we helped Nitel find is a perfect example of how Advisory Services can not only advise on your workplace processes but also craft an actionable solution that will deliver results.
Identifying the real challenge at hand
Nitel first reached out to Simplus looking for help with its CPQ instance. However, after a successful discovery session from the Simplus Advisory Services team, both parties realized that the biggest gains would be met with a Service Cloud solution design. This was because one of Nitel’s top priorities was to streamline the customer service ticketing process, eliminating excessive notifications and extra steps that did not add business value. With the real challenge identified, Simplus was able to move into designing a solution that was catered to Nitel’s business and the Salesforce landscape already in place.
Finding a solution with Advisory Services
After some workshopping and the discovery phase, Simplus was able to translate Nitel’s processes into Service Cloud functionality. This meant data became transparent and accessible in the workflow and a drag-and-drop UI was utilized to minimize the time and clicks needed to perform day-to-day customer service tasks. The solution led to increased productivity for Nitel agents and faster resolution for Nitel customers. On top of that, Nitel was even able to close a five-year, one-million TCV deal thanks to the work done on Service Cloud by Simplus Advisory Services.
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