Integrate Salesforce Marketing Cloud for Personalized Customer Journeys

Industry: Finance
Location: USA

Introduction

This case study looks at the difficulties the online learners hub support process encountered and the ways in which those difficulties were overcome to improve productivity and user happiness. Both students and support personnel were frustrated by the first support system's inadequacies, recurrent questions, and protracted response times.

Technologies Used

Salesforce Marketing Cloud

Service Provided

User-Interface Setup
Template Implementation
Requirement Analysis
Training and Support

Business Problem

Similar queries poured into the online learners hub in large quantities, overloading the support staff. This suggested possible weaknesses in three crucial domains:

User Information Gaps: Learners may not be fully informed about the capabilities and functionalities of the platform.
System Usability Problems: Difficulties with navigation may arise from the platform's design or its sophisticated interface.
Limited Functionality Awareness: It's possible that learners aren't completely aware of what the platform can do.

Our Solution

A multifaceted strategy was put into place to deal with the underlying issues and enhance the support network:

Optimization of Service Cloud: The platform for the service cloud was set up to effectively handle the volume of requests. To save human labor and streamline operations, automated features were implemented.
Enhancements in Workflow Efficiency: Redundancies in the support workflow were found and removed through analysis.This made it possible for tickets to be routed and resolved more quickly, which shortened turnaround times.
Self-Service and Knowledge Base: A thorough knowledge base was created to offer quick fixes for issues that were commonly encountered. This contained tutorials, FAQs, and step-by-step instructions that could be found from within the learning platform. Students would not have to rely entirely on support personnel to obtain pertinent information.
FAQ Execution: A section dedicated to frequently asked questions (FAQs) was created as an easily accessible resource. This area enabled students to independently locate solutions by compiling and answering frequently asked user questions. As a result, the support team received fewer duplicate tickets.
Integration of Einstein Chatbot: Salesforce's AI capabilities were used to create an Einstein chatbot that was incorporated into the platform. As a virtual assistant, the chatbot automatically categorized and answered frequently asked questions. Support staff were able to concentrate on difficult and unusual learner problems as a result.

Outcomes

Let’s look at the top features that are implemented for the client.

Decreased Support Tickets

The FAQ area, self-service alternatives, and knowledge base considerably reduced recurrent questions.

Faster Response Times

The streamlined workflow and automated features hastened the resolution of issues, resulting in improved response times.

Improved Learner Experiences

Greater independence and speedier resolutions led to higher levels of user satisfaction.

Enhanced Staff Productivity

Support personnel were able to concentrate on higher-level support needs thanks to automation and AI-powered help.

Tntra Diamond

Tntra's Diamond is a comprehensive approach to helping enterprises manage the constant interplay between Business Process Reengineering and Digital Transformation. Tntra’s domain specific methodologies lead to software services for mature systems and software product engineering for new requirements, further transitioning to a managed service model to ensure stability and scale.

Tntra's Diamond enables the enterprise to stay ahead of the transformation curve, while at the same time ensuring optimal business processes to meet the needs of the new economy.

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