Hitech

Customer Challenge

The client is a large MNC that builds and markets network-related products. Whenever a product is sold to a customer, there are several post-purchase things like provision of warranty for certain products for a certain time, service guarantee for certain years etc.

Previously, the client company had to manually retrieve data from the SAP & SFDC systems to check the credibility of customers who raised complaints.

Customers and agents must get onto a call to raise a complaint, and agents have to capture the data for replacement of defective items manually.

Customers have to validate the replacement data manually.

Agents must manually switch between systems to validate and provide the necessary service.

Customers weren't drawn to connect with the chatbot on the client's website because of its visual appeal. Most of the chatbot's functionalities weren't being used, therefore agents were tackling instances that the chatbot's self-service capability might have handled.

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Expectations from client

- Reduction of manual interference to the maximum extent possible and let the system automatically validates the customer pain points and let the agents know what kind of service is to be assigned to solve the customer pain point.

- Increase in usage of a chatbot on a client website and the number of complaints registered through a chatbot.

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Solution

Within the salesforce customer portal, multiple screen flows were added with multiple screen components, which were connected based on numerous conditions to provide different services based on the complaint type to the customer who raises the complaint. Also, the SAP system was integrated into Salesforce, so customer data retrieval happens within Salesforce. Whenever the customer submits a complaint, Salesforce captures data and validates the data, checks if the requested service by the customer can be provided or not by retrieving product data from the SAP system, and then notifies the customer of the available service options.

Enhancement of the visual outlook of the chatbot by adjusting the screen components in the lightning app page to visually appeal to the website visitors so that the amount of chatbot usage increases, recommendations provided on the chatbot for customer complaint registration were made more specific by adding filters.

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Result

Impact on Business

• A gradual decrease in the number of cases handled by agents
• Better utilization of human resources by saving 1473 human hours per month working on resolving customer complaints
• Enhanced usage of the bot has reduced the number of cases created in the system