Best Practice

Automated workflow for call center employees

A car manufacturer was looking for an efficient way for its call center to handle the cases of its customers requesting roadside assistance by phone or SMS as quickly as possible. By implementing Salesforce Service Cloud, Arlanis Reply helped the company to automate repetitive tasks for its service staff.

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Fulfilling the mobility guarantee

A company from the automotive industry has set itself the task of offering its customers emergency breakdown assistance services.

In the event that a customer has an accident or vehicle breakdown, service staff are available around the clock to provide roadside assistance via several partners and ensure customer mobility.

To deliver on this promise for a mobility guarantee, Arlanis Reply automated the call center processes to make the process easier. In such an unfortunate situation where customers need to request roadside assistance, the car manufacturer needed quick access to customer data and history. This way, the customer's needs and information can be quickly passed on to the numerous partner companies that specialize in emergency assistance.

Conversion of case management

To this end, Arlanis Reply decided to move case management to the Salesforce Service Cloud to store all data on one platform. A single platform where customer calls can be recorded and cases forwarded to the emergency service partner was crucial for the automotive company. This eliminated time wasted searching for customer data and sharing the relevant information with partners. With Salesforce Service Cloud, Arlanis Reply implemented the ability to automate repetitive tasks for service staff through an automatically generated PDF that is populated with all relevant data.

To enable a multi-channel approach to contacting emergency service partners, API integration was implemented for SMS and fax services as well as e-mail.

The new service workflow

1.

A customer calls the emergency number after suffering a breakdown or accident

2.

The service provider receives the call and collects the account information to retrieve customer data

3.

Customer data gives the service provider a direct overview (if the customer has agreed to forward it in accordance with all GDPR regulations)

4.

The service employee can contact the emergency service partner directly on the platform with an automatically generated PDF containing the relevant information - by e-mail, text message or fax

5.

The emergency service partner responds immediately and either contacts the customer directly or forwards the information to customer service

6.

The service employee records the latest updates as a log (this information is stored separately from the customer data for six months)

7.

The case is forwarded to the insurance company

8.

A weekly report with all cases is created

Agile Collaboration

To adapt to all the company's needs, Arlanis Reply and the client team used the Chatter tool for communication and a better overview of all open cases. With an agile and transparent way of working, Arlanis Reply was able to respond to each case with the latest updates and stayed organized by collecting all relevant questions on one platform. This enabled an efficient way of working in meeting all customer needs.

Arlanis Reply

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Arlanis Reply is a consulting company within the Reply Group that specializes in Salesforce solutions. As a long-standing Salesforce partner, Arlanis Reply supports its customers in the successful digitalization and optimization of business processes. The range of services extends from consulting and implementation to integration into complex system landscapes. With a team of certified Salesforce experts, Arlanis Reply implements innovative solutions in the areas of CRM, customer experience (CX) and marketing automation. The company relies on Salesforce technologies such as the Sales Cloud, Marketing Cloud, Service Cloud and Data Cloud as well as Mulesoft. Customers benefit from the company's extensive expertise in various sectors, including the automotive, finance, telecommunications and manufacturing industries.