How can we reduce customer service costs and increase efficiency? Our client, a global leader in the employee benefits sector, faced rising operational costs and long turnaround times. By implementing Salesforce Service Cloud and its integration with Genesys CTI, the company streamlined processes, shortened response times, and reduced expenses.
What was the implementation process like? What business benefits did it bring to the client? Read our case study and learn how Salesforce Service Cloud can help your company reduce operational costs, optimize customer service processes, and make customers happy.
Pluxee is a global company in the motivational services sector that offers employee benefits and loyalty programs. Dynamic development and a growing number of clients required optimization of operating costs and increased service efficiency.
Pluxee faced several challenges that affected the profitability and scalability of business processes:
- Lack of a consistent customer view, which made it difficult to personalize services
- Limited possibilities for process automation and scalability
- Long turnaround times for requests – lack of automation led to delays and decreased customer satisfaction
The company decided to implement Salesforce Service Cloud globally, which required system unification across all markets.
Integration of two cloud solutions, Service Cloud with Genesys Cloud, meets the multi-channel requirements of the customer service centre: call routing and interactive voice response (IVR), email, chat, social media, text messages, and self-service options.
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Computer Telephony Integration - Genesys CTI
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After analyzing the available solutions, Pluxee decided on Salesforce Service Cloud. As an implementation partner, it again chose Craftware – a company with which it had already cooperated on other projects.
We started by implementing MVP (Minimum Viable Product) to deliver real value as quickly as possible, focusing on key processes. As part of the implementation:
- Craftware implemented Salesforce Service Cloud as a central system for handling requests
- We integrated the Genesys CTI platform with the CRM, allowing agents to record phone calls
- The processes of opening and closing requests were automated, which increased the team’s efficiency
- SLA indicators were introduced, which improved the response time to customer inquiries
The effects of the implementation were noticeable almost immediately:
- 80% reduction in the number of tickets in the queue – from over 100 to 20.
- Significant reduction in customer service time thanks to insight into the context – greater user satisfaction and better quality of service.
- Improvement of customer experience thanks to communication on the customer’s preferred channel.
- Call handling is more efficient, saving time for both customers and agents
- Reduction of operating costs thanks to automation – reduced manual work of agents decreased expenses.
- Simplification of service process management – standardised procedures and automation improved management and allowed for better control over processes.
Pluxee emphasizes that implementing Salesforce Service Cloud increased operational efficiency, which translated into actual savings. Automation and better process organization enabled faster customer service, directly affecting customer satisfaction and the company’s competitiveness. The decision to implement a modern CRM system was a response to the client’s current challenges. It is also an investment in long-term efficiency and quality of customer service.
The implementation of Salesforce Service Cloud in Pluxee was a strategic step toward increasing customer service efficiency and optimizing operating costs. Thanks to process automation, integration with the Genesys CTI system, and standardized procedures, the company reduced the number of requests in the queue by 80%, shortened customer service time, and significantly reduced operating costs.
Thanks to better access to data and a consistent view of the customer, agents can respond to inquiries faster and more effectively, which translates into increased customer satisfaction and better user experience. The introduction of SLA metrics allowed for better control over the quality of service, and the modern CRM platform provided the company with the possibility of further scalability of processes in the future.
The organization improved the operation of the customer service department and built a solid foundation for further development.
