CASE STUDY
Converting Web-to-Case Forms into Webservice Cases for a Leading Instrumentation Company
Industry | Manufacturing
Technology | Digital Commerce
Location | USA
The client is a renowned instrumentation company with headquarters in Norwalk, Connecticut, and its main factory in Bridgeport, New Jersey. The company holds a vision to solve the problems of its customers by connecting them with engineers who are well-versed in meeting their challenges.
The client was dependent on customer service representatives to process customer support requests. The CSRs used the information entered by the users to calculate the credit feasibility value. This manual process consumed time and made the credit management process monotonous.
To overcome this, the client partnered with Royal Cyber to avail a Salesforce-powered solution that changed the web-to-case forms to webservice cases to get the customer requests from its company website directly.
The client is a renowned instrumentation company with headquarters in Norwalk, Connecticut, and its main factory in Bridgeport, New Jersey. The company holds a vision to solve the problems of its customers by connecting them with engineers who are well-versed in meeting their challenges.
The client was dependent on customer service representatives to process customer support requests. The CSRs used the information entered by the users to calculate the credit feasibility value. This manual process consumed time and made the credit management process monotonous.
To overcome this, the client partnered with Royal Cyber to avail a Salesforce-powered solution that changed the web-to-case forms to webservice cases to get the customer requests from its company website directly.
Challenges
How We Did It
Key Outcomes
Communication
Streamlined communication between sales and customers
Customer
Increased customer satisfaction
Complaint Management
Simplified processes for the complaint management team
Experiences
Seamless experiences for CSRs
The Royal Cyber team delivered an incredible capability that helped to reduce human efforts in receiving customer support requests. We are impressed with the solution and look forward to collaborating for future needs.
40%
Increase in Conversion Rates
Audience
Case Study
Eliminating Manual Intervention of CSRs for a Leading Instrumentation Company
