Industry

Manufacturing

Solution

Salesforce Commerce Cloud

Location

USA

About the Client

The client is a prominent American instrumentation engineering company based in Norwalk, Connecticut, and operates its primary factory in Bridgeport, New Jersey. Their core mission revolves around addressing customers’ challenges by connecting them with knowledgeable engineers with a genuine passion for problem-solving.

Business Challenges

The client used Genesys solution, a Contact Center Software, for customer phone call management.
Integrated Genesys with Salesforce via Open CTI allowed customer service team to receive calls and access customer data within Salesforce.
Lacked the functionality to indicate the number of waiting customers.
Absence of queue information resulted in increased waiting times for customers.
The customer service team remained unaware of waiting customers resulting in customer dissatisfaction.

Business Solution

Developed a custom solution to send notifications about the number of waiting customers to the customer service team.
Designed and implemented a custom integration layer that connected Salesforce, Python code, and Genesys.
Provided queue names and the number of customers waiting in each queue.
Developed a code that retrieves all the users associated with the queue and sends them browser-based notifications.

Key Outcomes

Access

To Real-time Information

Improved

Time Management

Enhanced

Customer Satisfaction

Reduced

Waiting Times

Increased

Sales

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