A 47% reduction in the Support Team’s workload while saving almost half a million a month on workforce management? How did this FinServ Powerhouse do it?
THE CHALLENGE:
As a firm operating in the Financial Services industry, the client’s customer support team was tasked with processing payments. However, another major objective of the client was to efficiently schedule product installations and training, as a secondary source of revenue.
Simply put, Productivity was becoming a critical issue as, according to the CEO, “it was taking too much time for support agents to schedule clients for their installations”. The company’s support team of over 1000+ employees was spending countless hours calling or re-calling to book installations. This burdensome (and exasperating) hurdle was reducing the time spent on actual real-time customer support, as not only were the agents becoming less productive, but the “quality of their customer service was declining at an alarming rate”, according to Robert, the Vice President for Process Management.
THE OBJECTIVE:
With resource-management being such a critical part of Financial Services, SUMO was tasked with optimizing the client-agent communication process, along with:
- Minimizing wait-times for callbacks from customer support agents
- Eliminating delays in payment processing and invoicing
- Creating efficient workflows through a customized platform
- Providing seamless integration with SalesForce
THE SOLUTION:
SUMO utilized its customized platform with Salesforce® for the client’s CRM. Critically, SUMO’s self-scheduling feature solved the delays that clients were experiencing, by allowing them to freely schedule one-to-one appointments with designated support agents in-person, via phone, video, and even web conference.
SUMO’s Assignment Engine proved to be another vital addition, as the feature eliminated the human error of mismatching the customer with an overbooked agent, thus greatly decreasing the number of no-shows, and improving customer experience.
Furthermore, as a Salesforce native application, the client was able to use SUMO to integrate seamlessly with their Salesforce organization profile, creating bespoke workflows and a customized organizational system.
THE RESULT:
At the end of the first month of implementing SUMO’s solutions, the client reported the following:
- A 47% reduction in the Support Team’s workload and delayed responses
- Record $400,000 saved a month with appointment scheduling automation
- An Increase in positive client reviews regarding the Customer Service Team
“SUMO is automating a problem that costs our organization almost half a million dollars a month! It is an absolute bargain to work with them.”
– Robert, Vice President, Process Management
THE FUTURE:
By giving their clients the ability to Self- Schedule at their convenience, the Financial Service juggernaut also experienced an improvement in client satisfaction, as well as its net profit at the end of the fiscal year. SUMO’s multi-functional platform helped the organization immediately eliminate the issues its support team was facing, ensuring an efficient, effective process
for the organization’s long-term growth.
