A country’s top debt settlement companies was looking for ways to increase agents efficiency and reduce agent errors. They knew their agents needed access to more productive tools and systems to be able to improve the speed and accuracy of their day-to-day operations and ultimately provide  a better customer experience.

Client

• Financial Services

• Debt Settlement

• Texas

Solution

• Tailored Implementation and Integration

• Integration with home-grown core system

Integration

• Integration with internal homegrown debt management solution

Salesforce™ Products

• Service Cloud

• Digital Engagement

Our Approach

This project was so critical to the success of the company, Vantage Point began with business processing review that allowed us to clearly understand the intricacies of their operations as well as understand the strengths and weaknesses of their current processes. From there, we moved into business process and workflow optimization, where were-engineered and re-designed in accordance with their business objectives. Next, we developed and deployed  a Salesforce™ Service Cloud Console as a single, uniform platform and integrated case management, core systems, several channels of communication, along with omnichannel routing. In addition, through analytical reporting, the client management team had a better understanding of the success of their processes to better lead, manage, and hold accountable customer service teams.

Actions & Impact

• Implemented Service Cloud Console to empower agents to manage cases on a single, uniform platform

• Provided agents with a 360-degree view of customers and enabled them to access critical customer information and provide assistance in timely manner 

• Streamlined processes and now can visually see what the agents were doing and what the customers were requesting

• Enabled the ability to make data-driven business decisions with the now available reports and dashboards with Salesforce™

• Provided a single engagement layer for uniformity within the organization to handle their areas of discipline

Challenges

• Disparate systems with no single source of the truth

• Lacked integrations with key management systems causing duplicate entries and errors

• Cumbersome, inconsistent processes that were hard to manage and scale

• Limited automation of key processes

• Unable to connect with customers through channels they use most (e.g. texting, chat),

  
  

Now that the company has an all-in-one service platform through Salesforce™, they have boosted their service agents’ productivity and gained a 360- degree view of their customers.   Accurate and timely routing of service as well increasing agent efficiency and reducing agent handle time enabled a more pinpointed customer experience and increased satisfaction. Lastly, with accurate analytical reporting, management can help their agents to grow.