Bridgestone
Tires are just the beginning
The Objective
Searching for a way to automate case management and capture eligible program customers along with the customer’s exact geographic location to be able to identify registered service providers to provide roadside assistance in a timely manner, the client looked to Salesforce.com and Alternative Solutions to provide a solution.The Deliverables
- Implemented an Agent Console to allow the customer support agent the ability to manage multiple intake channels (email, phone, text).
- Use of knowledge articles to equip the agent with a method to quickly solve common issues.
- Use of mapping tool to geo locate customers in order to quickly find and deploy assistance in a timely manner.
- Created an algorithm to rank and score vendors that provide service to clients in a pre-defined manner.
The Benefits
- Significant improvements on client’s internal support processes, thus ensuring new business and extended contracts with current customers.
- Significant improvement of customer service agent response time.