Multi-cloud solution at a
carsharing service

Increasing efficiency for service agents with an all-in-one Salesforce platform

As a carsharing service within the automotive industry, the client strived to maintain better customer relationship combined with excellent customer service. Arlanis Reply helped the carsharing company implement a multi-cloud solution on a single system. This provided its agents with the most efficient tools for a streamlined process and to increase customer support activity and enhance customer satisfaction.

The Challenge: Multiple systems

Prior to implementing Salesforce, the client had many different systems for each of their needs such as CTI, data collection, email cases, and social media comments. While their customers had multiple support channels, each method operated on a separate platform, resulting in wasted time, as agents would search around for each case to get a holistic customer overview.

In addition, the client stored lots of customer data (fuel consumption, route or traffic information, vehicle model, etc.) into a database. With so much data, it was necessary to sort through relevant information in order to enable easy access for their services and marketing processes.

Therefore, a large complex data model reformation was necessary to synchronize data into one system, along with easy import and interpretation into Salesforce from real-time data collected through IoT sensors provided within each car.

One Salesforce platform

Rather than having agents access multiple systems, all channels were combined onto a single all-in-one Salesforce platform. Whether the customer emailed, called, or contacted via social media, the case routed onto Salesforce Service Cloud with already existing customer data from Sales Cloud, even allowing agents to respond directly via the platform. Essentially, agents became at least 45% more efficient in how they spent their time and reduced complexity by obtaining Salesforce Customer 360 (a complete view of the customer and their history with the company) on one platform, without having to navigate through multiple platforms with each new case that their customers submitted.

Furthermore, after a thorough analysis of available data, Arlanis Reply created a new data model to create goals entirely based on actual figures. The processes were implemented as customer journeys on Marketing Cloud in order to acquire new customers, activate existing customers and manage existing customer relationships. Social Studio was also integrated with Service Cloud so service agents could respond to social media feeds via Social Studio immediately on one platform.

THE ARLANIS REPLY SOLUTION

  • Omnichannel approach: implementation of Sales Cloud, Service Cloud and Marketing Cloud
  • Service Cloud: Email-to-Case, Social Customer Service (Social Studio Integration), and interactions on a telephone and via CTI (Computer-telephony Integration) - making telephone routing possible on the web.
  • Data modeling: imported data from AWS via Heroku virtually in real-time
  • Data sources: use of IoT data, member data and mobility data
  • Error reporting: data import crash reports
  • Marketing automation implemented with customer journeys
  • Jira (agile project management tool) integration for 3rd level ticketing system

The Process

Using an agile approach, Arlanis Reply provided a step-by-step solution enabling each functionality to be available quickly for the client. Set up of a role hierarchy as well as the development of a permission concept was crucial. With our client focused on all possible support channels, the following functionalities were implemented: Email-to-Case, Social Customer Service (Social Studio Integration), as well as CTI.

Arlanis Reply chose an omnichannel approach to address case routing, whereas a complex routing model served as a basis. In addition, case and ticket creation included a synchronization with Jira, in order to enable access to different parties with the aim to observe important SLAs (service-level agreements). With the knowledge base set up, self-learning mechanisms became important and agents received support and first steps accordingly.

To complete the project and measure many KPIs, Arlanis Reply used reports and dashboards, as well as an automated monitoring mechanism, and took care for a transparent overview and tracking processes within Salesforce.