Working Solutions was already a leading provider of outsourced call center services, allowing individuals to work from home or enterprise organizations to outsource their service centers. But their internal processes needed an upgrade. Specifically, their orientation and training processes needed a more robust, consolidated community to combine disparate processes and improve communication.
Working Solutions identified several areas that they needed to address in order to improve access for agents, including ways to:
- Communicate with other agents
- Get answers to client-specific data
- Request service
- Manage schedules
- Access invoices
In addition, Working Solutions needed a way to verify that their services were meeting client requirements.
Working Solutions chose Paladin Group to design and implement a Salesforce solution in order to benefit from the world-class service and integration capabilities of the world’s leading CRM.
After a thorough initial review of the company’s digital assets and requirements, Paladin recommended a Salesforce deployment including an applicant community and an agent community with Salesforce Community Cloud, as well as Salesforce Service Cloud to organize, consolidate, and manage their service center operations.
Salesforce Service Cloud allows agents to request service and manage previous requests. Salesforce Knowledge gives agents access to client-specific data to find answers to specific questions.
In addition, Paladin proposed and developed the following solution requiring custom development to further improve Working Solutions’ operations and solve their issues:
- Tech Scan to verify that services were meeting client requirements
- Chat Application to enhance agents’ ability to communicate with each other
- Agent scheduling platform to better manage schedules
Paladin Group devised the following solutions to address other requirements for Working Solutions (still in progress):
- Invoicing to allow agents to access invoices
- Enterprise database integration
After several months of using Salesforce for internal community and operations management, Working Solutions has noticed greater efficiencies for their business. Most of the benefits are due to data consolidation and the ability to report and manage agent-specific metrics through Salesforce.
Now, Working Solutions boasts a best-in-class service center, with efficient onboarding systems and internal communications for their agents, as well as improved reporting capabilities and metrics to meet client requirements.
Working Solutions is going to share more details about their Salesforce story at a Circles of Success event on Tuesday, July 24 in their home office in Dallas. If you are interested in learning more about Salesforce Service Cloud and how Paladin Group can devise custom solutions to your organization’s specific issues, make a plan to join us!
Register and see the full agenda here.
Space is limited, so make plans today!