BizCover began using Salesforce nearly ten years ago. It wanted a platform to help it scale and streamline operations. Salesforce was ideal as it was able to handle a number of requirements out-of-the-box. It could also be easily adapted to the business’s evolving needs.
The business started out using Service Cloud for things like basic case management. In the years since, it's leveraged more of the platform to completely transform its ways of working.
“We initially used Salesforce in a very manual way, like working through inbound case lists from top to bottom rather than allocating them automatically based on agents’ skills,” said Brad Hoyle, Operational Excellence Manager at BizCover. “Now, everything is heavily automated and that’s been one of the biggest advantages of Salesforce. We can let humans be humans and robots be robots, which means prioritising the high empathy work to people and using automation to do everything behind the scenes.”
TableauCRM and Einstein help drive this automation and eliminate the need for what could add up to thousands of hours of manual work annually. For example, when new support cases come in, they’re classified by AI and automatically directed to the right queue or automatically processed. Work items are also automatically escalated to ensure service level agreements (SLAs) are met. Tableau CRM together with flows and builders in Salesforce Platform enable the automation of other processes such as the handling of failed payments.
Hoyle explained that some businesses have entire teams dedicated to following up on failed payments. Meanwhile, BizCover’s customers receive an automated email and SMS to which they can reply and ask the business to reschedule their payment or try processing it again right away.
Salesforce integration with BizCover’s payment gateway helps streamline this workflow and, in most cases, issues are resolved without any manual intervention.
“We experience more than 1,000 failed payments per month and more than 90% are handled automatically through Salesforce,” said Hoyle. “These kinds of efficiencies are one of the reasons we’re able to support 200,000 customers with just 16 full-time customer service employees.
Frankie, a new chatbot powered by Einstein Bots, will add to these efficiencies by providing an additional channel for self-service processing as well as serving up answers to frequently asked questions and creating cases.
“No matter how our customers choose to interact with BizCover, we want to be there in their channel of choice, providing the same fanatical customer experience, each and every time.” Hoyle added.