ADDAX Manage Customer Service Processes on Salesforce!

PROBLEM

Managing customer demands and customer communication processes from different channels on a single platform

​SOLUTION

Customer life-cycle became accessible and traceable on a single platform. Customer demands and customer communication processes have been recorded on a shared platform and become easily manageable. Case solution process was improved. Case reporting was established.

Problem

• Not being able to trace customer cases on the system.

• No integration with the call center

• No central access to customer information

• Communication processes with the customer were managed outside the system

• Not being able to trace the documents used in the customer service processes on the system

Solution

• Service Cloud was installed. Case management was established with E-mail-to-Case and live chat. Case reporting was established.

• A solution was developed for call center integration

• Effective customer management was established by allowing access to customer information on Salesforce

• Communication processes with customers (phone, chat, social media) on Salesforce was established.

• Case solution process was improved by establishing the Knowledge Center.