British American Tobacco
Having already supported our customer in the further development of Salesforce Sales Cloud, we were also able to build on this by advising on the implementation of a call center console.
Requirements
Solution
Through an extensive analysis of the existing call center activities, all user stories for the future users of the call center console were developed in close collaboration in the Agile Accelerator. In parallel, a user-friendly system architecture was developed for the call center agents, which should enable a quick overview of relevant customer data. The console automatically switches between sales and service areas and provides automated suggestions for product sell-in activities.
Results
- In order to provide call center agents with an efficient 360° view of customers, a view for both sales and service activities was created in the console. Fully automated processes show the agent all relevant information about the respective area of activity.
- Automated Call-2-Action functionalities linked the field service activities with tasks for the call center.
- Air Call was integrated into Salesforce as a CTI solution, and in addition to live training and education, also enables extensive evaluations of call center activities and KPIs.
Automated control of call center sales activities and automated call-to-action case management in the collaboration between field force and call center. The implementation of the automation processes also saved around 30 percent in overhead costs.