Tip Top has since rolled out Service Cloud to modernise customer engagement. The company’s legacy case management database was written 25-years ago, lacked basic functionality, and was no longer fit for purpose. This provided an opportunity to reimagine the service experience for consumers, customers, and employees.
In the past, Tip Top’s Customer and Consumer Service and Quality teams relied heavily on spreadsheets and paper-based processes to manage enquiries and complaints. This wasted time internally and meant customers and consumers sometimes waited up to two weeks for a response.
“Doing nothing was not an option. We needed to modernise our Customer and Consumer Service to address legacy technology issues, create efficiency and make it easy to do business,” said Jo Sheppard, National Customer Service Manager, Tip Top.
Tip Top has made progress towards their goals by replacing its telephony and case management systems with Service Cloud – deploying in just 12 weeks with help from Salesforce partner Media.Monks. This has equipped the team to manage cases from anywhere, at any time, from any device to improve the quality and efficiency of customer engagement.
With Service Cloud Voice and Amazon Connect, the Customer and Consumer Service team has visibility of who’s on the line before answering, providing more proactive and personalised service. Telephone conversations are also digitally transcribed direct to a specific case.
The team can now instantly create new cases and the information is immediately available for Tip Top Salesforce users to view and edit on their mobile device. Workflows and escalations are automated, and communication is streamlined to increase visibility of tasks and improve the speed of case resolution.
Cases that once took two weeks to resolve can now be resolved within hours or days. There’s also end-to-end visibility of case status, so if a customer or consumer calls to follow up they can receive an update right away. On top of these benefits, there’s been a positive shift in culture and an uplift in organisational capability.
“What we’ve done is empower our team to have quality conversations with our customers rather than wasting time filling in forms or entering data into spreadsheets,” said Sheppard. “And the team has developed new skills and shares ideas on how we can continue to improve.”
Reporting and insights provided by Salesforce and Tableau help Tip Top identify where to focus effort. For example, the right information is now provided to the right person, in real-time to allow management to better track KPIs.