Saveology.com improves contact center productivity by 15% with the Service Cloud

Challenge

• Saveology.com, a leading home services comparison shopping service, needed an enterprise-ready solution to support its rapidly growing, multi-channel business
• The company had been using a mixture of proprietary and paper-based systems to provide 24-hour customer service for 18 different product providers, each with 30 to 40 products, as well as to manage 20,000 different marketing campaigns
• There were few processes in place, and it was difficult to access and share information
• The phone system didn’t scale, resulting in lost revenue
• Affiliates were leaving because of inadequate support

Solution

• Chose Salesforce CRM Enterprise Edition after considering proprietary, Microsoft-based, and traditional enterprise resource planning (ERP) solutions
• With help from salesForce.com partner Appirio, the company rolled out the solution to 400 sales, marketing, and contact center employees in 90 days
• Upgraded to Unlimited Edition to take full advantage of products like the Service Cloud, Sales Cloud, and Force.com, features such as sandboxes and sites, and services like Professional Support

Service Cloud

• A custom agent console, fully integrated with Saveology’s InContact cloud computing telephony system, lets the company handle more than 3,000 customer calls each day
• InContact populates screen pops, while Informavores Spark Studio and the Service Cloud walk reps through scripts and customer data collection
• The new system guides agents through the sales process—including properly routing incoming calls, reading required disclosures, and thoroughly reviewing customer orders— providing faster service and a consistent customer experience

Sales Cloud

• With the Sales Cloud, Saveology can track every lead generated by more than 20,000 marketing campaigns and see how many of those converted into sales
• Integrated an internal order entry system with the Sales Cloud; Web services communicate customer offers and reconcile orders across 52 sites and global contact centers
• Maximized a multi-million-dollar online marketing budget using Omniture and KeyMetrics along with the Sales Cloud to optimize keyword spending and measure campaign results across multiple distribution platforms
• Deployed the partner portal for the affiliate network so affiliates could see their leads, orders, reports, and commissions
• Premier Support is helping to troubleshoot multiple projects, including integrating Saveology’s products with Salesforce
• Integration with Microsoft Outlook keeps a record of communications and ensures customer information is up to date
• Dashboards give management and agents real-time access to key performance metrics, including daily sales activity and variability as well as individual performance

Force.com

• Automated more than 35 business processes with Visual Process Manager; employees can simply draw a process and deploy it to the cloud
• Used Force.com sites technology to build fully integrated, real-time Web sites such as:
  
  • My Saveologist: http://mysaveologist.saveologynetwork.com
  • Saveology Network: http://register.saveologynetwork.com
  • Saveology Sweepstakes: http://ww1.saveologysweepstakes.com

Results

Service Cloud

• Built and deployed the contact center solution in just 3 months
• Saved more than 50% of the cost of internally built solutions by choosing Salesforce applications
• Sped up call handling with call scripting
• Reduced the number of agents because individual agents were able to support multiple products thanks to call scripting and other automated processes
• Increased contact center agent productivity by 15% in just 30 days
• Reduced training time from 6 weeks to 4 weeks and increased new agent productivity by preparing them in a sandbox environment

 Sales Cloud

• Enhanced visibility with customizable dashboards that display everything from how a particular agent or contact center team is doing to the ROI on certain products
• All sales and transactional data is now captured in Salesforce CRM for a 360-degree view of the business
• More reliable business metrics

Force.com

• Visual Process Manager automates administration and ensures an effective sales process
• With sites, Saveology can rapidly create new product Web sites that are closely integrated with other business solutions