Transforming Customer Experience with Salesforce for a Global Spirits Leader
Quick glimpse
ABSYZ worked with a leading global spirits producer to enhance their customer experience on Salesforce, integrating SAP data and automating dispute management workflows. The solution provided a centralized customer view and streamlined case handling, resulting in improved efficiency and service quality.
Business Impact
- Increased agent productivity, improved customer service, and reduced operational inefficiencies.
Tech Stack
- Salesforce Service Cloud
- SAP
- Mulesoft
Project Highlights
- Improved Agent Productivity: Enhanced workflow solutions and automated processes for increased efficiency.
- Upgraded User Interface: Enhanced user interface for better navigation and faster resolution times.
- Minimized Case Duplication: Optimized dispute management and case handling processes.
- Elevated Customer Service Quality: Improved dispute resolution and streamlined customer service operations.
Industry
Spirits & Beverage
Challenge
The client needed to streamline customer service operations and improve the accuracy of pricing and delivery dispute management. Existing systems were disjointed, with manual processes causing delays and inefficiencies in dispute resolution.
How we helped
ABSYZ implemented a 3-pillar solution for the client:
- Customer 360 View: Integrated SAP and real-time data to provide a comprehensive overview of customer information.
- Dispute Management: Automated pricing and delivery dispute logging, investigation, and resolution, connecting Salesforce and SAP.
- Workflow Solutions: Implemented structured workflows for case routing, tracking, and resolution, enhancing operational efficiency.
The solution enhanced agent productivity, streamlined case management, and ensured accurate, real-time customer data for faster issue resolution.
