“With Service Cloud, we are realizing efficiencies that drive revenue and are making more cost-effective decisions. In addition, we are getting a greater visibility into our pipeline and a deeper understanding of our customers,” says Matt Brady, Director of Sales Automation for TransUnion.
TransUnion is an information products provider that offers a range of financial services. The company wanted to make its call centers more efficient and allow agents to up-sell or cross-sell customers. A reasonable enough goal.
The organization "sought a way to identify and address bottlenecks in customer call handling, and it wanted to implement state-of-the-art call centers, using best practices such as case closure notifications and case confirmation e-mails," company officials say.
So the company decided to expand its use of Salesforce CRM Enterprise Edition, deploying Service Cloud to its Client Services and Resellers groups and to call centers in Pennsylvania and California.
With Service Cloud, now the company's agents can make outbound customer calls directly from within the application, and receive screen pops with relevant information that helps them personalize interactions and resolve issues.
The implementation of the products module let agents review knowledge base offerings while researching a case. Company officials say this means agents could also publish their own offerings as they closed cases.
The result, TransUnion officials say, is that "tens of thousands of customers receive enhanced sales and service support."
Dashboards enable Client Services Management to monitor and measure the performance of the call center based on types of calls addressed, call volume trends, bottlenecks, and more. There's greater customer insight creating more targeted and cost-effective sales campaigns, and the ease of use means TransUnion has over 80 percent user adoption among its 500-plus Service Cloud users.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny