Siminn Achieves Streamlined, Highly Effective Customer Care with Salesforce Call Center

"We smiled for a month when we first saw the real-time dashboards and reports. They mean we can respond quickly to issues, make service improvements, and maximize the use of resources"


Challenge
  • Siminn, the leading telco provider in Iceland, serves 200,000 households and 50,000 businesses, needed a tool to manage the complete customer service lifecycle, from logging cases to suggesting and delivering solutions across multiple channels
  • With a myriad of systems and processes that were not connected to each other, Siminn’s agents found it difficult to understand customer issues and work with customers—and each other—effectively
  • With about 20,000 customer calls each week, the company was looking to deliver a seamless, high-quality customer service experience, with the goals of retaining customers, maximizing revenue per customer, and ensuring ongoing customer satisfaction
  • To meet those goals, Siminn needed to replace the diverse systems it used to manage customers and introduce more efficient processes for handling cases
  • The company wanted a solution that could be deployed quickly with minimal risk, cost, and implementation time and resources

Solution
  • After evaluating solutions by SAP, RightNow, and Microsoft, Siminn selected salesforce.com as its vendor and deployed Salesforce Call Center to 490 customer service agents
  • The solution included CTI integration and call scripting; in addition, Siminn adopted 10 AppExchange applications, including Strategic Account Planning, Recruiting, Clicktools Project and Issue Management, and Print Anything
  • Multitier support queue capabilities enable individuals and groups to review, escalate, and route customer inquiries

Results
  • Salesforce makes it possible to streamline complex processes, automate workflow, and increase the productivity of Siminn’s agents
  • All customer issues are now filed in Salesforce—including completed cases, which were never filed before; because incoming email requests can be converted to cases and routed easily, no more cases are lost or hidden in private inboxes
  • Real-time analytics—providing at-a-glance information about agent performance, customer issues, and much more—are displayed in call center dashboards. 
  • Analytics also allow agents to see how long a caller has been a customer, their spending patterns, and—coming soon—the services they use
  • Based on the success of Salesforce Call Center, Siminn’s Sales department is the next target for adopting Salesforce
 
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