Enterprise CRM
Heath Care Company improves customer service using Sales Cloud
A leading U.S.-based healthcare company wanted to provide state of the art customer service by leveraging artificial intelligence and Natural Language processing. Their goal is to improve Customer Satisfaction (CSAT) and Net Promotor Score (NPS) without affecting its planned technology budget and operating costs by reduce Average Call Handle time. Achieving these ambitious goals requires great technical expertise in CRM and Artificial Intelligence domains. Healthcare company engaged our team to automate its processes, improve Agent productivity and deliver exceptional quality customer experience
Our Approach
Our team produced the solution leveraging Natural Language Processing and Artificial Intelligence. While customer is in the conversation with Agent, Systems automatically transcribes the conversation in real time, understands the customer intent and sentiment, and helps the agent with Next Best Action and also surfaces appropriate knowledge articles to agent so that agent can quickly service the Customer.
This automation helped client to achieve highest Net Promoter Score and increase agent productivity and call handle time. We implemented this solution by leveraging and integrating out of the box strong points of Salesforce for CRM, Amazon Connect for Telephony and AWS Transcribe, Comprehend, Lamda for NLP and Artificial Intelligence.
Credit Union increases its sales with an End-to-End Contact Center Implementation using Microsoft Dynamics 365
A leading U.S. based Credit Union is in need of building a comprehensive Contact Center CRM solution with rich user interface for their agents and enable modern communication techniques to engage and attain their prospects and clients by building next level of a highly personalized approach to clients within their whole ecosystem.
- Highest lead conversation rate for the leads from digital channel
- Provide unified client base that gives access to all client information
- Establish consistent engagement platform
Our Approach
Our team provided the customized solution leveraging Microsoft Dynamics 365 and built the platform in line with all the Customer's requirements and solve the challenge of centralizing data from multiple sources.
- Developed customized rich user interface for agents to work on their day-to-day activities.
- Provided 360° view of customer data from enterprise systems and entered by customer's team members.
- Realtime integrations with existing systems to consume and feed the data as needed.
- Built automation in place to follow-up the incoming digital leads and increase the conversion ratio.
- Established state of the art communication mechanism to engage clients using multiple channels like Call, SMS, WhatsApp etc.
- Created stunning reports with interactive data visualizations which provides meaning full insights and enable to take business decisions