Case Study: Bic Graphic
PPE Manufacturer found the cure for an unhealthy customer experience
![Streamlining-Business-Processes-Header](https://valintry360.com/wp-content/uploads/2023/12/Streamlining-Business-Processes-Header-1.png)
![bic-graphic-logo](https://valintry360.com/wp-content/uploads/2023/12/bic-graphic-logo.webp)
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](https://valintry360.com/wp-content/uploads/2023/12/Streamlining-Business-Processes.webp)
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](https://valintry360.com/wp-content/uploads/2023/12/Streamlining-Business-Processes-1.webp)
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](https://valintry360.com/wp-content/uploads/2023/12/50-Percent-Reduction.webp)
Reduction in manual process time thanks to workflow automation & improvement
![14-MINUTES-saved](https://valintry360.com/wp-content/uploads/2023/12/14-MINUTES-saved-1.webp)