{"id":1782,"date":"2022-10-17T20:49:00","date_gmt":"2023-09-04T20:49:30","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1782"},"modified":"2023-10-21T17:59:24","modified_gmt":"2023-10-21T17:59:24","slug":"schneider-electric-simplifies-case-management-sets-call-agents-success","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/schneider-electric-simplifies-case-management-sets-call-agents-success\/","title":{"rendered":"Schneider Electric Simplifies Case Management &amp; Empowers Call Agents"},"content":{"rendered":"\n<p><a href=\"https:\/\/www.salesforce.com\/eu\/customer-success-stories\/schneider-electric\/\" target=\"_blank\" rel=\"noopener\">Schneider Electric<\/a> is the global leader in energy management and industrial automation, with over 128,000 employees serving customers in 115 countries. Scheduling appointments is an <b>essential but time-consuming task for customer care centre agents.<\/b> And when delivering great customer service is a priority, the potential for human error can be a real issue. <\/p>\n\n\n\n<p>The organisation already uses Salesforce CRM to support its entire global customer base. The challenge was to find a tool to make scheduling appointments faster and more efficient. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>The need for digital service to fulfil customer needs<\/b><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.linkedin.com\/in\/anca-deaconescu-1369323\/\" target=\"_blank\" rel=\"noopener\">Anca Deaconescu<\/a> is the Technology Leader for Customer Support at Schneider Electric. She explained how one of their <b>key challenges is dealing with high volumes of customer interactions, and finding an efficient way of managing them, particularly during peak hours<\/b>. <\/p>\n\n\n\n<p>Whatever the priority of the call or interaction, many may need further interaction, which means booking another appointment. The team at Schneider Electric identified a need for a solution to do the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Give customers the opportunity for self-service <\/b><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">as much as possible before getting to assisted support.<\/span> <\/li>\n\n\n\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Address the impact of the number of incoming calls<\/b><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\"> on workload distribution and available resources.<\/span> <\/li>\n\n\n\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Effectively manage calls<\/b><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\"> of varying priority and call time.<\/span> <\/li>\n<\/ul>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/products\/platform\/products\/lightning-scheduler\/\" target=\"_blank\" rel=\"noopener\">Salesforce Scheduler<\/a> supports all these actions, with <b>Lightning Sync integrated into call agents\u2019 Outlook Calendars<\/b>. It makes it easy to arrange appointments with the right people at the right time.<\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><span>Make every customer feel understood.<\/span><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Strengthen your customer relationships by adding that personal touch with help from Service Cloud.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/eu\/products\/service\/?d=inc-blog-banner\">Learn More<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"432\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/04\/blog-offer-astro-service.jpg\" class=\"attachment-full size-full\" alt=\"blog-offer-astro-service\" srcset=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/04\/blog-offer-astro-service.jpg 768w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/04\/blog-offer-astro-service.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/04\/blog-offer-astro-service.jpg?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Better customer service for better customer relationships<\/b><\/h2>\n\n\n\n<p>To simplify and streamline its case management, <b>Schneider Electric has rolled out Scheduler in Brazil as part of a pilot phase<\/b>. Currently used by support agents to schedule appointments, the self-service aspect for customers to book their appointments will be enabled in a later phase.<\/p>\n\n\n\n<p>Scheduler offers an out-of-the-box solution that\u2019s integrated as part of the case management flow, so no need for agents to switch systems or processes. <b>They find it easy to make appointments and identify the correct agent or action for further support<\/b>. <\/p>\n\n\n\n<p>So how are Customer Care Centre agents and customers finding this new solution?<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e077d2cf8d7&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e077d2cf8d7\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/schneider-electric-interviewees.png?strip=all&#038;quality=95\" alt=\"Pooja Thayil, Integration Architect, Schneider Electric &amp; Anca Deaconescu, Technology Leader, Schneider Electric\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\"><i>Pooja Thayil, Integration Architect, Schneider Electric &amp; Anca Deaconescu, Technology Leader, Schneider Electric<\/i><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Appointment scheduling simplified<\/b><\/h2>\n\n\n\n<p>For agents, the full integration into their existing case flow makes their day-to-day roles easier. And of course, that\u2019s going to filter along to their customers. <b>The tool allows technical support agents to schedule appointments for specific topics. It also fully links the appointment with the <a href=\"https:\/\/www.salesforce.com\/eu\/products\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">Salesforce Case<\/a>.<\/b><\/p>\n\n\n\n<p>Historically agents might have had to check multiple systems and calendars and speak to other departments. Now, they get a clear view of the relevant team\u2019s availability. <b>And, the integration with Outlook avoids the issue of double booking, thus ensuring a higher quality of support.<\/b> It also means there\u2019s no need to put the customer on hold while the agent checks calendars and identifies the correct department. <\/p>\n\n\n\n<p>\u201cIt gives agents extra control over their time,\u201d said Anca. \u201c<b>And allows them to better balance out their workload. <\/b>Being able to avoid stressful situations during a live interaction ensures a smooth process for both customers and support agents. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Delivering a consistent customer experience<\/b><\/h2>\n\n\n\n<p><b>Schneider Electric has been able to deploy Scheduler in a way that best suits the business\u2019s needs.<\/b> <a href=\"https:\/\/www.linkedin.com\/in\/pooja-thayil\/\" target=\"_blank\" rel=\"noopener\">Pooja Thayil<\/a> is an Integration Architect at Schneider Electric. She shared how her team has used that flexibility to enhance agents\u2019 workflows.<\/p>\n\n\n\n<p>\u201cWe\u2019ve been able to add a certain amount of \u2018after-work\u2019 time for every call into the tool,\u201d she said. \u201c<b>So when an appointment is booked it automatically adds a 15-minute buffer for when the call ends. That way, the agent won\u2019t have to rush into their next appointment. <\/b>Instead, they have the time to add notes to the call or even take the next action for the customer, whatever that may be.\u201d<\/p>\n\n\n\n<p>The self-service feature that Schneider Electric will add to the pilot is something that also gives its customers greater flexibility. <b>In the wake of the pandemic, customers are increasingly <a href=\"https:\/\/www.salesforce.com\/eu\/blog\/2021\/08\/self-service-alternatives-chatbot.html\" target=\"_blank\" rel=\"noopener\">showing a preference for self-service<\/a>, and that\u2019s unlikely to change any time soon.<\/b> Rather than having to call and speak to an agent to book an appointment, customers will be able to log on and book their own. They don\u2019t need to wait in a queue to speak to anyone, and they can get online whenever best suits them \u2013 even if it&#8217;s 3 a.m. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>When it comes to customer care centres, digital efficiency is key<\/b><\/h2>\n\n\n\n<p><b>Combining the Scheduler tool with the existing CRM and case management process has already increased efficiency for Schneider Electric.<\/b> In today\u2019s data-centric world, businesses have to make processes as efficient as possible. Not only do customers demand efficiency, it also saves valuable time and money.<\/p>\n\n\n\n<p>And that\u2019s what Schneider Electric is doing, <b>by facilitating its customer care centre agents to help more customers and faster. <\/b>Another key focus for the business is sustainability. And, by optimising customer calls this way, agents can resolve issues more quickly, and their workflows will be even more efficient.<\/p>\n\n\n\n<p>It&#8217;s clear from the results so far that the pilot has lived up to expectations. <b>The energy management company\u2019s agents are already able to appreciate how Scheduler makes their jobs easier. <\/b><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Next steps with Service Cloud <\/b><\/h2>\n\n\n\n<p>The next action will be enabling this premium feature, reinforcing self-service, and rolling out the use of the tool across all locations. <b>What\u2019s already clear is that Scheduler is helping Schneider Electric to build a meaningful journey for its customers. <\/b>One that\u2019s personalised to the needs of both the business and its customers.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/eu\/products\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">Learn more about Scheduler, and all the other benefits of Service Cloud<\/a>.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><span>Service Cloud<\/span><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Provide connected personalised service across every touchpoint. Get to the heart of service with the world\u2019s #1 customer service software.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/eu\/products\/service\/?d=inc-blog-banner\">Learn More<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Streamlined case management leads to superb customer service. Read how Schneider Electric uses Scheduler to simplify appointment scheduling.<\/p>\n","protected":false},"author":1,"featured_media":1784,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"164da983722e4ad0afbc712e71512cad","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[75,83,38,1,15,86],"sf_content_type":[],"coauthors":[26],"class_list":["post-1782","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-customer-experience","sf_topic-customer-success","sf_topic-digital-transformation","sf_topic-future-of-work","sf_topic-service-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Schneider Electric increases case management efficiency - Salesforce<\/title>\n<meta name=\"description\" content=\"Streamlined case management leads to superb customer service. Read how Schneider Electric uses Scheduler to simplify appointment scheduling.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/eu\/blog\/schneider-electric-simplifies-case-management-sets-call-agents-success\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Schneider Electric Simplifies Case Management &amp; Empowers Call Agents\" \/>\n<meta property=\"og:description\" content=\"Streamlined case management leads to superb customer service. 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