When the pandemic hit, Nayar and his team were faced with three challenges.
They had to rapidly transition to work-from-home, adapting back-end technology as they went. They had to speedily solve customers’ COVID-19 related issues while keeping service levels intact.
And they had to handle first-of-their kind situations. For example, clients needed accelerated solution deployments to manage their COVID-19 supply chain disruptions and meet big swings in demand. And the GEP team oversaw these remotely – even the major implementations of GEP SMART™.
Not surprisingly, these challenges led to a rise in case volumes by 9%.
Service Cloud has helped the team provide customers a non-disruptive experience. Omni-channel service management across email, calls and website provides a single customer view that helps resolve cases quicker. This ensures always-on support for GEP SMART™. Also, customers can quickly self-serve for routine updates and queries, leaving agents free to attend to the more complex requests.
Even working from home to manage complex requests, GEP’s service team has delivered an improvement in SLAs by 5%, and case resolution time has dropped by 23%. The volume of cases resolved in less than four hours remained unchanged.
Nayar says agents are showing strong ownership to solve issues independently, driven by training and enablement. GEP’s ongoing focus on training helps agents stay up-to-date through regular webinars. They also have access to rich Knowledge Base articles and comprehensive documentation on Salesforce. All this has helped ramp up service quality during the crisis.
Most importantly, GEP has instilled in the agents a strong sense of customer empathy. “They are aware of customer pain. Customers are working remotely and dealing with an unprecedented crisis. Agents know that customers are really under pressure to deliver, and timely resolution of issues on our part will help them,” says Nayar.
With this customer-first attitude, customer satisfaction scores have actually seen a slight increase to around 96% during the Covid period.
“We have made sure the experience we provide customers is not disrupted. We have not scaled down our support operations. In fact, we have scaled up. And customers have been appreciative that our support has not been impacted at all,” says Nayar. “We have adapted to the new normal together.”