“We re-engineered our processes using Salesforce, and the result is improved customer satisfaction. Salesforce is a critical part of our digital transformation.”
iQor transforms from BPO to digital services provider with Salesforce
From disparate technologies to a single integrated platform
Cutting costs and delivering faster, smarter, and more personalized service in the field
Salesforce offers iQor a common platform that integrates technical and product support processes. Though the implementation is still in its early days, iQor is already seeing considerable business impact.
“Our aim is to eventually reduce the cost of operations by 20 percent,” explains Vaid. “And we are already seeing a significant decrease in the manpower required to run operations.” The full automation of all processes has helped iQor redeploy almost 25 percent of its support staff.
The team is also seeing a boost in the productivity of field personnel.
“Efficiencies have started kicking in with the streamlining of processes,” says Vaid. “Case allocation is business-rule driven, allowing us to optimize mobile workforce allocation and resolve field service calls faster.”
“We have seen an improvement in our field staff’s productivity, and significant enhancement in reporting functionality and dispatch management,” he continues. “The per day closure rate per field engineer has gone up 17 percent from 3.5 to 4.2 cases, and we expect to eventually achieve five cases per field engineer per day.”
iQor combines Field Service Lightning with Service Cloud to gain real-time visibility into all operations. The single, consolidated view of customer interactions allows teams to anticipate potential escalations and proactively respond to them. A dispatch team can geo-locate field engineers’ movements and calculate the expected time of arrival at the customer’s location. If there are going to be delays, the system alerts both the customer and the dispatch team.
Finally, a knowledge management system captures information around processes and products that engineers repair. This has created a rich repository that all service teams can tap into for better service delivery.