Customer Service Reps at Ingenio Handle More Calls, Respond More Quickly with Salesforce Service & Support

"With Salesforce Service & Support, our customer service reps can easily access key data from multiple systems—in one place. We're able to focus more on each customer issue and spend less time fumbling around to find their information. Our service reps are happier, and our customers are happier too."


Challenge
  • Existing CRM was outdated and difficult for customer service reps (CSRs) to use
  • Also required significant administration and maintenance of three in-house servers
  • As Ingenio expanded, process and workflow requirements grew beyond scope of implementation

Solution
  • Replaced software with Salesforce Service & Support
  • Using the Force.com plaltform, quickly integrated with database of 11 to 12 million contacts
  • "Find Ingenio User" custom tab lets CSRs look up integrated data from Salesforce Service & Support
  • Custom Web forms automate capture and routing of online cases
  • Dashboards provide at-a-glance visibility into current service workload

Results
  • Complete flexibility to integrate and customize CRM to match evolving requirements
  • Drastic reduction in time spent on administration
  • Ability to handle higher call and case volume with faster response and resolution
  • Inbound follow-up emails reduced by 75%
 
View All Snapshots