First Call Resolution / Case Management
The Client
A smart clothing engineering and e-commerce company
With an earlier implementation of Salesforce Service Cloud, this company was utilizing Case Management to provide customer service support prior to, during, and after purchasing takes place
The Problem
The VP of Operations was unable to obtain real time data on First Contact Resolution, FCR. Elements of the data existed in various parts of the system, as well as on spreadsheets. Analyzing FCR from spreadsheets was time consuming and inefficient for the support team.
The Solution
Level Up CRM designed a comprehensive FCR dashboard to provide the client with easy access to its ability to address customer support requests.
The dashboard included snapshots of Cases by Agent, by Owner, and by Inquiry Type. It allowed for differentiation between the Case Owner and the Last Modified By agent, for situations where support team members stepped in to help expedite an open case.
The Results
The client can begin monitoring Average Response Time for its Customer Support team, as a whole and by individual agents.
