Case Study: Bic Graphic

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

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