This article will be devoted to Mark and his daily, challenging and dangerous encounters working with customers.

Mark is a 38-year-old office employee of the service department at the Polish branch of a large concern selling medical equipment. The company terminology defines his position as a “service dispatcher”. His daily duty is to eliminate the risks associated with complaints, coordinate service visits and telephone and email support for customers (1st level support). Mark’s work has never been easy. He extinguishes fires every day, trying to reconcile excess requests with service resources. The tools that he uses primarily include the ERP system for invoicing, folders with customer contracts, an Excel file with the schedule of field service technicians. Additionally, he needs to receive or make about 50 phone calls every day, record the arrangements and enter data into the system and files. At the end of the month, Mark is responsible for invoicing customers.

At the beginning of 2019 the company introduced Salesforce CRM Service Cloud and integrated it with the telephone system using the Click2Dial plugin for Salesforce. Since then, Mark’s work looks a little different

  1. Cockpit with event viewer
    8:00 – As an employee of the service and customer service office, Mark logs into the system every morning, where he observes the most important data – the number of open and closed cases in the current period or statistics of cases from the current period. He can also divide them into groups according to the type of customer or the type of request.
  2. Automatic caller identification.
    9:15 – Mark’s phone is ringing. The system automatically opens the customer’s card. The entire contact history, notes from recent conversations, purchased products, reported problems and dates on which Mark was contacted appear on the screen.
  3. Automatic case creation after the call.
    9:30 – During the conversation it turns out that the customer has a problem with the functionality of the product offered by Mark. Mark creates detailed notes that will help him solve the customer’s problem. At the end of the conversation, the customer is assigned a case number, which he can refer to at the next contact. After the conversation, the system automatically creates a case with previously created notes.

  4. Automatic recognition of the case the customer is calling about
    11:00 – Another customer is calling Mark. Based on the case number introduced in the IVR by the customer, Mark can see the case file to which the customer is referring. Mark can see the entire contact history and all actions and tasks related to it.
  5. Forwarding connections
    11:30 – Another phone call. After a long conversation, it turns out that the problem the customer wishes to report is more complex and requires the assistance of another person from another department. The consultant forwards the call to a person from the department that can solve the problem.
  6. Simple call from CRM from the case card

12:20 – Working on an old customer’s case, Mark analyzes all the details that can help him solve the problem. After solving the case, from the case level he clicks the customer’s number and establishes a connection with him/her to provide information on solving the problem.

7. Invoicing from the CRM level from the customer’s card

14:10 – Mark decides to take advantage of the temporary absence of emergencies and wants to send several invoices already generated in the ERP system. Thanks to the integration between systems, he can send ready documents. They will be visible in Saleforce customer account activities.

8. Quick connections

14:30 – Mark decides to contact persons who contacted him via e-mail. He makes connections using the Click2Dial plugin directly from Saleforce. Calls are automatically recorded and logged in as activities in the customer’s card and case card.

9. Documenting conversations and findings

15:45 – Mark is summoned to his supervisor’s office – Stephan. The Chief Accountant is also present in the room. She has just received a termination notice concerning a very large service contract. In his letter the customer complains about the lack of contact from the Customer Service Office regarding his requests. In the past, this happened very often. The matter will definitely be discussed at a board meeting.

However, Stephan and Mark are prepared. They have a recording of a conversation with a customer representative who agrees to extend the service dates. The misunderstanding will therefore be cleared up on the customer’s side.

10. The end
16:35 – Mark is leaving the office happy. Tomorrow is another day…

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