Case Study
Transforming Agent Efficiency with Service Cloud Voice
An Integration Success Story at Bell
The Challenge
Goal #1
Create a unified customer view by consolidating all customer interactions and data within Salesforce. Improved data accuracy and consistency will streamline customer service process and enhance reporting capabilities.
Goal #2
Create a seamless connection between Salesforce and Sales Engagement platforms to optimize sales workflows and increase team efficiency.
The legacy system was limiting efficiency to calls, and leading to a disjointed customer experience that lacked agent continuity.
Focused Solution:
Service Cloud Voice & Sales Engagement
- Service Cloud Voice integrated with Amazon Connect: The solution brought together Salesforce’s powerful capabilities with Amazon Connect’s advanced telephony features, allowing for the creation of a unified communication hub.
- Sales Engagement: The Sales Engagement implementation enhanced how Bell’s teams interact with customers, enabling guided selling workflows and direct customer calls from Salesforce
Enhanced Agent/Customer Continuity
Improved Sales Engagement
Data Centralization & Reporting
Increased Efficiency & Productivity
Key Success Metrics
- 20% increase in the sales meetings booked per Sales Representatives
- Up to a 15% increase in lead conversion to Sales Opportunities
- 25% increase in customer engagement through calling and emailing
- Over 70 new active users of the solution, with continued use for almost a full year
