18 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.
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.
Check back every week through July 2019 for the next Salesforce | Simplus customer success story! We’ll be posting a new one every week as part of our “Simplify your quote-to-cash journey” initiative.