How did a rapidly growing Laser Treatment Center manage to supercharge its customer service, increase revenue, and reduce appointment scheduling times by 50%? By incorporating efficiency… and a bit of SUMO magic.
THE CHALLENGE:
The client in focus is a Retail Banking institution that provides private banking services, lending programs, and personalized financial services to its customers; from long-term care to retirement planning.
Looking to upscale, the bank had previously attempted to increase the number of incoming customers, but doing so had created excessive workload for the staff, as all new client requests & inquiries had to be managed by phone & email.
These methods of communication had created a constant phone & email lag that would not only extend the time it took for advisors to meet & serve customers, but also lead to lost conversations, delayed wait times & lacking customer service.
THE OBJECTIVE:
The client, while requesting a Salesforce-native application as a critical factor, requested a solution that would help them achieve the following objectives:
- Modernize data-recording efforts for client requests & inquiries
- Develop features for self-scheduling service appointments
- Decrease excessive call times for key staff members
- Create a notification engine to reduce the possibility of lapsed/lost clients
- Built the solution within the Salesforce environment
THE SOLUTION:
SUMO’s specialists concentrated on reliability and sustained usage when designing a modern, Salesforce-native platform tailored to efficiently handle large appointment volumes.
The employees/specialists no longer need to look for appointment availability by location, instead receiving automated emails and calendar support through a simplified and highly efficient process.
Secondly, SUMO’s customized platform provided the Multi-Location Calendar, a bird’s-eye view of all appointment openings and staff availability across multiple locations.
Not only was the platform engineered to operate for extended durations without encountering issues, the clinic employees were now quickly able to schedule an appointment once a request came into Salesforce from multiple contact channels.
Lastly, by utilizing SUMO’s Report Builder, the client gained access to a customized reporting and analytics dashboard with accurate, up-to-date data, allowing the Laser Treatment Center to plan future expansion and growth strategies.
THE RESULTS:
- Customers were now able to self-schedule appointments with advisors at their convenience, successfully utilizing SUMO’s self-scheduling feature.
- Advisors were able to focus the majority of their efforts on servicing their customers, owing to the decrease in excessive call times.
- The client experienced an increase in customers maintaining their appointments and noted the Notification Engine to be the key factor.
- The client reported a clearer, more intuitive data ecosystem created via SUMO’s Salesforce-native solution that retained critical data within the Salesforce platform.
- Client surveys recorded higher rates of customer satisfaction after SUMO’s appointment solution was deployed for the client.
THE FUTURE:
The Laser Treatment Center has prioritized efficiency through a renewed process of appointment scheduling and customer experience with the help of SUMO’s platform.
The Treatment Center continues to grow and expand its services to more locations across the United States, bringing with it professional services, high-caliber quality, and a laser-like efficiency.
