Challenges
Our client was one of the largest specialty underwriters of catastrophe-exposed property insurance in the United States. In this business, customer service is key. Each challenge is unique and needs to be addressed fast.
Data silos
Customer data can live in many places such as 3rd party ticket systems, order management tools, and the good ol’ spreadsheet.
Lack of real-time reporting
Service issues come up unexpectedly and it is important to diagnose the problem quickly. Your team must understand whether there is a product defect or a system wide outage.
How Service Cloud Can Help
The A360 Approach
Accelerize 360 has a structured approach to each project based on past experience. During discovery, we listen to our client’s pain points and document their ideal solution. We strategize with leaders and understand their core KPIs. We pinpoint repeatable tasks and find ways to automate. When possible, we take a phased approach where we layer enhancements while the team learns the system and provides feedback.
Big Wins
Quick wins are easily achieved with standard Service Cloud features. Our expertise allows us to configure out-of-the-box features quickly, so we can work on processes that are unique to the client. This allows us to uncover one of the values of Salesforce - the ability to customize.
Self Service Portal
- View policies
- Submit cases
- Track cases
Omni Channel
- Case routing
- Omni supervisor
- Email-to-case
Chatbot / Live Chat
- Case deflection
- Add new channels
Tableau
- Near real-time reporting
- Dashboard dedicatedto service KPIs
Next Steps
Leverage documented standard procedures and team knowledge and give agents access to this information. This allows customer service agents to improve case deflection and increase customer satisfaction.
- Chatbot Optimization
- Knowledge Base for Knowledge Recommendation
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