Centralizing Customer Support for a US-Based Manufacturing Company
A European healthcare company was managing its digitizing professional services organization using Excel and manual workflows. The lack of automation led to inefficiencies in resource allocation, delayed invoicing, and limited visibility into project performance. Disconnected systems between CRM, CPQ, and ERP further compounded these issues. As the company grew, these challenges became unsustainable, prompting the need for a modern PSA solution.
Challenges of Centralizing Customer Support for a US-Based Manufacturing Company
- Disjointed support channels causing delays and missed tickets.
- Limited personalization due to fragmented customer data.
- Manual processes for orchestrating on-site support visits.
- Lack of integration between customer support tools, CRM, and customer-facing platforms.
- Lack of analytics to measure team performance and customer satisfaction.
Solution of Centralizing Customer Support for a US-Based Manufacturing Company
TechTorch implemented the following:
- Centralized Support Platform: Deployed Salesforce Service Cloud to integrate all support channels, including web, chat, email, and phone.
- Unified Customer View: Integrated customer support tools, knowledge centers, and CRM to provide a 360-degree view of the customer.
- Ticket Management: Automated ticket sorting, routing, and tracking to ensure timely responses.
- Personalized Customer Interactions: Provided agents with customer history and context for tailored support.
- Support Visit Orchestration: Used ticketing workflows to coordinate on-site support visits efficiently.
- Analytics and Insights: Delivered dashboards to track team performance, ticket resolution times, and customer satisfaction.
- Scalable Workflows: Optimized support processes to handle growing customer inquiries and demands.
Results of Centralizing Customer Support for a US-Based Manufacturing Company
- Improved Response Times: Reduced ticket resolution times by 25% with automated workflows.
- Higher Customer Satisfaction: Increased satisfaction by 30% through personalized support and faster issue resolution.
- Reduced Costs: Lowered support costs by 20% by streamlining processes and introducing self-service options.
- Efficient On-Site Support: Simplified coordination of support visits with integrated ticketing workflows.
- Unified Ecosystem: Created a seamless workflow by integrating support tools with CRM and customer-facing platforms.
Conclusion
With TechTorch’s Customer Support Automation Accelerator, the manufacturing company transformed its fragmented support operations into a centralized, scalable system. By implementing Salesforce Service Cloud, integrating tools for a 360-degree customer view, and automating workflows, they achieved faster response times, higher customer satisfaction, and more efficient coordination of on-site support.
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