This provider of direct consumer energy conservation programs wanted to improve the consistency of service to consumers, particularly in the management of follow-up "second call" service. They accomplished this through an enterprise-wide implementation of SalesForce Service Center that integrated the activities of their call center, field staff, and centralized program management.
We developed capabilities using an agile approach. This was complemented by the immediate availability of the cloud-based which allowed us to present "version 0" of the proposed solution at the project kickoff.
"This initiative has allowed us to provide a much more consistent customer experience, particularly where coordination between groups is required."
Solution highlights include a design which incorporated the development of integrated performance measures to monitor productivity and attainment of service level agreements (sla's) by service type.
We were able to develop and deploy the entire project encompassing a call center, a distributed field service team, contracted field service partners, and program teams in five months.
The solution has subsequently been deployed nationally to an entire network of regional call centers and field service organizations.
Field Service: SalesForce Service Center Deployment