Case Study: Bic Graphic

PPE Manufacturer found the cure for an unhealthy customer experience
Streamlining-Business-Processes-Header

A leading Personal Protection Equipment manufacturer that offers the most comprehensive product assortment with the widest variety of customization options.
SOLUTIONS:

  • 1. Service Cloud
GO LIVE DATE: May 2019

Challenge

Streamlining-Business-Processes

A customer-focused organization producing valuable protection products for the healthcare industry in the midst of a pandemic, our client was looking to streamline workflows and business processes to improve a customer experience that was overly cumbersome and disjointed. They sought improvements to address:

  • 1. A lack of sales automation and pipeline insight
  • 2. High average call handle times (20+ min) from the customer service teams
  • 3. No alignment between sales, marketing, and service teams workflows related to customer interactions

Additionally, the team uncovered:

  • 1. Siloed data
  • 2. Non-integrated platforms
  • 3. Inconsistent business processes by department

 

Solution

Streamlining-Business-Processes

VALiNTRY360 began the journey toward success by first executing:

  • 1. An in-depth Kaizen event to define organizational business processes and aligning them to a future state
  • 2. A business process mapping project to identify areas for automation and operational improvements

Once complete, VALiNTRY360 was able to assist Bic Graphic achieve success by:

  • 1. Deploying Service Cloud to enhance process automation across sales and service teams
  • 2. Developing a variety of channels for support (chat, phone, email, SMS)
  • 3. Establishing a unified workflow process for customer support
  • 4. Integrating with the company’s VOIP platform to enhance the user experience and workflows for customer support
  • 5. Deploying a public-facing community site with FAQs to allow customers to quickly resolve self-service issues or submit cases to customer support

 

Results

50-Percent-Reduction
Reduction in manual process time thanks to workflow automation & improvement
14-MINUTES-saved
Average Hold Time reduction after process improvements & CRM optimization

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