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

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 CRM Enterprise Edition; the company easily deployed Salesforce CRM Service to its Client Services and Resellers groups and to call centers in Pennsylvania and California.
• With the help of Salesforce.com Consulting, Salesforce CRM Service 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 CRM Service with its existing Siemens switch architecture.
• With Salesforce CRM Service, agents can 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 CRM Service 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 CRM to include other business units engaged in customer support, international sales users, and recently acquired divisions.