Use Case | Siemens
Implementing Solutions to Improve Customer Support
How Improved Help and Noticeboard had a significant impact on Siemens’ customer support operations
Siemens Improves Customer Support with Salesforce Service Cloud
Siemens, a global technology company, was using Salesforce Service Cloud to manage their customer support operations. However, the company faced several challenges, including the need for priority action on health and safety tickets, guidance for service agents on best practices, and a CRM system that generated up-sell and cross-sell revenue from existing customers. Siemens engaged Improved Apps to provide solutions that could address these challenges.
Challenge
Siemens’ operations and marketing team identified several challenges that needed to be addressed to improve their customer support operations. One of the main challenges was prioritising health and safety tickets to ensure that they received prompt attention. Another challenge was providing guidance to service agents on best practices for customer interaction and using the MyCase system effectively. Finally, Siemens wanted to generate increased up-sell and cross-sell revenue from their existing customer base.
Solution
Improved Apps designed and implemented several solutions to address Siemens’ challenges. One solution was a NoticeBoard that alerted key executives of priority tickets, prompting service agents to be proactive in customer care. This solution ensured that health and safety tickets received prompt attention, resulting in increased customer satisfaction.
Another solution was the incorporation of improved Help in Salesforce pages to help service agents identify sales opportunities. The improved Help embedded guidance directly into the Salesforce pages, allowing service agents to quickly and easily identify cross-sell and up-sell opportunities. This solution resulted in increased revenue and improved customer satisfaction.
Results
The solutions provided by Improved Apps had a significant impact on Siemens’ customer support operations. The NoticeBoard solution resulted in increased customer satisfaction, as health and safety tickets received prompt attention. The incorporation of improved Help in Salesforce pages made it easier for service agents to identify sales opportunities, resulting in increased revenue from existing customers.
In addition, the solutions provided by Improved Apps made it easier for Siemens to provide initial and ongoing training to users of the MyCase system. The improved Help embedded in Salesforce pages ensured that service agents had access to the guidance they needed to use the system effectively.
Conclusion
Improved Apps’ solutions had a significant impact on Siemens’ customer support operations. The NoticeBoard solution ensured that health and safety tickets received prompt attention, resulting in increased customer satisfaction. The incorporation of improved Help in Salesforce pages resulted in increased revenue from existing customers, while also making it easier for service agents to identify sales opportunities. Overall, the project was a testament to Improved Apps’ expertise in Salesforce Service Cloud and their ability to design effective solutions that enable businesses to leverage the full potential of Salesforce technology.
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