TransUnion Gains Call Center Efficiencies by Processing Thousands of Support Cases Using Salesforce

“With Salesforce, we are realizing efficiencies that drive revenue and are making more cost-effective decisions. In addition, we are getting a greater visibility into our pipeline and a deeper understanding of our customers.”


Challenge
  • TransUnion, a leading global information solutions provider that offers a broad range of financial services, wanted to make its call centers more efficient and allow agents to up-sell or cross-sell customers
  • The organization sought a way to identify and address bottlenecks in customer call handling, and it wanted to implement state-of-the-art call centers, utilizing best practices such as case closure notifications and case confirmation emails
  • TransUnion wanted to leverage customer information to create a more enjoyable, positive customer experience at every turn

Solution
  • TransUnion decided to expand on its use of Salesforce Enterprise Edition; the company easily deployed salesforce.com’s customer service application to its Client Services and Resellers groups and to call centers in Pennsylvania and California
  • With the help of Successforce Consulting, Salesforce Call Center Edition was also deployed to a call center in Pennsylvania
  • Envox PhoneLink™, a solution from AppExchange partner Envox Worldwide, the leading global CTI provider, allowed TransUnion to integrate Salesforce with its existing Siemens switch architecture
  • Once TransUnion CTI-enabled Salesforce, agents were able to make outbound customer calls directly from within the application and to receive screen pops with relevant information that helped them personalize interactions and quickly resolve issues to provide the highest level of customer service
  • The implementation of the Solutions module enabled agents to review knowledge base solutions while researching a case; this meant agents could also publish their own solutions as they closed cases

Results
  • Tens of thousands of customers receive enhanced sales and service support
  • Dashboards enable Client Services Management to monitor and measure the performance of the call center based on types of calls addressed, call volume trends, bottlenecks, and more
  • Greater customer insight creates more targeted and cost-effective sales campaigns
  • Ease of use means TransUnion has over 80 percent user adoption among its 500-plus Salesforce users
  • Adding CTI capabilities has shaved 60 seconds off each inbound call and eliminated costly misdialing for outbound calls
  • First call resolution rates have increased by approximately 200 percent
  • Based on its success, TransUnion is considering extending its use of Salesforce to include other business units engaged in customer support, international sales users, and recently acquired divisions
 
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