Impact Delivered
50%
Reduced manpower dependency
51%
Increase in operational efficiency
360
Degree view into the Salesforce tasks
The Customer
A leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2000 customers worldwide and facilitating billions of customer engagements annually.
The Challenge
Large hi-tech firms rely significantly on data to keep their operations running efficiently. The company needed to redesign their applications for a better perspective of data and to minimize ambiguity. Due to irrelevantly entered information in Salesforce tasks, the customer was finding it difficult to extract information effectively. This was also impacting their operational and time management efficacies.
The Solution
- CriticalRiver’s Salesforce team came up with a solution to advance their test automation in DXP platform
- The team implemented a trigger on task creation using Salesforce Apex to reduce manpower redundancy
- Salesforce Apex was also used to correct irrelevantly entered information
Solution Components
Salesforce Apex and Cloud Contact Center Software
The Results
- Significant increase in planning, budgeting and reporting
- Reduced company’s workforce dependency
- Personalized experiences and trusted relationships with customers
- Increased operational efficiency
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