Category: SalesForce

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How to enhance your contact center operations through Salesforce and Vlocity

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Despite customers shifting in droves to digital channels, traditional contact center support will stay as a critical service channel. In several contact centers, the capacity to serve customers is severely crippled by agent’s requirement to obtain multiple legacy applications. Also, the current Corona-induced work from home schedules have drastically affected the functioning of contact centers.

In the present ever-evolving marketplace, the contact center has a direct bearing on your turnover. To derive the maximum ROI on processes, technology, and employee performance, several companies are fixated on accomplishing the following within their contact centers:

  • Less issue resolution time
  • Widening self-service choices for customers
  • Minimal admin time for agents
  • Curtailed agent training and onboarding
  • bring down customer attrition
  • Heightened customer spend: lead generation, cross and upsell possibilities
  • High CSAT and NPS scores

Prior to resolving the above, you have to find out your pain points: The challenges or hurdles confronting you, High expenses, fresh agents, customer grievances, and call deflection needs.

To explain success lucidly for your business, you require key performance metrics for the sake of comparison. Have you started to track metrics? Certain traditional metrics such as Net promoter score (NPS), Customer satisfaction (CSAT), Average handle time (AHT), First call resolution (FCR), Call Deflection rate, or Agent Attrition rate will aid you in understanding where you need to focus first.

Once you are aware of what to target, you need tools for the same as well. So, what tools will help you get there?

Adding Vlocity to your Salesforce Org

Salesforce happens to be a little bit more than a CRM — so kindly utilize it likewise. Activate your Org by developing and deploying cloud applications, tools, and services to automate business procedures, and merge with external applications. Having appropriate tools for automation is a must for your contact center to function smoothly and widens your team’s bandwidth to deal with more complex customer-specific concerns.

Salesforce gels perfectly with others. If united with Salesforce, Vlocity can quicken business process transformations focussed on agent and customer experiences. Vlocity also offers innovative solutions for industry and customer modules that can be fully exploited to enhance value. The advantages of Vlocity lies in its framework: Vlocity Cards, OmniScript, Data Integration tools, and innovative industry-centric functionality. These tools are adept at solving any issues plaguing your contact center.

By properly executing Vlocity in your contact center, you can bring down call handle and training times by offering contact center agents a single engagement layer via Vlocity’s Card Framework, Vlocity Actions and Omniscript. Omniscripts denoting guided processes are easily downloadable and customized from the Vlocity Process Library for usual service requests such as intimating a beneficiary, seeking an ID card, address changes, and dozens of others. Guided Processes do away with the need for a different Standard Operating Procedures (SOP) binder as the SOP is encoded into the Omniscript. These processes can be utilized for portals and mobile apps apart from the contact center. By easing the process of merger with external systems via microservices these transactions happen with merely a few clicks and without exiting the Salesforce platform.

Improving customer satisfaction and agents’ AHT

In the past, contact center agents wasted a lot of time going through several applications in order to find and resolve the caller grievances. If a lot of time is wasted in resolving the issue then it can be frustrating for both customers and agents. By utilizing optimally both native Salesforce Service Console and Vlocity cards, every information can be showcased in a single view on an agent’s screen. This results in an improvement in agents’ Average Handle Time and even the time spent on the call comes down, enhancing customer satisfaction and your key CSAT and NPS metrics. Having the right platform, can help you to swiftly and conveniently better your ROI on your people, processes, and technology. However, the benefits go beyond these. Whether you are striving to bring down issue resolution or cut down admin time for agents, these goals aid your team to be involved:

More agency for agents

Agents are very vital to the scheme of any contact center. If your team gets job satisfaction constantly and the feel of empowerment while performing their jobs, then resultantly it brings down agent training, onboarding time, and eventually agent attrition. By having proper tools in place, and the right training at the beginning, your contact center will have more merrier and engaged employees.

Whittle down complexities

Complexities pertaining to certain products result in longer training times, together with high agent turnover and your expenditure to bring in and retain/retrain agents can mount significantly. By optimizing Vlocity OmniScript, a stable call script can be optimally utilized for every kind of call. The training time needed for fresh agents can come down by several notches. Intuitive tools permitting an agent to control and learn customer interactions on their own assists in cutting down attrition rates and enhances employee satisfaction.When several tools are employed in one comprehensive program, then contact centers can optimally utilize staff across various channels, betters the handling time of customers and reduces training time for employees.

Assures compliance

With regard to contact centers in extremely controlled industries, apart from field tracking offered by Salesforce Shield, Vlocity includes caller verification and interaction logging to the compliance toolset. The Vlocity system even has functionality like innovative elements to carry out caller verification before showcasing the caller’s information. This element can be configured for various types of verification issues. There is even an extra facility for the agent through which he or she can click on an icon to comfortably capture crucial data elements being shared during the call. This gets automatically included in the interaction log.

Turning customers ecstatic

Cutting down customer attrition and maximizing customer self-service potentials happen to be two business drivers that work in tandem to accomplish any goals of the company, keeping customers in good humor. Salesforce Customer Communities makes an engagement platform for customers to communicate unlimitedly with company, at their convenience and leisure. Unifying Communities abilities with Vlocity’s Cards and Omni Scripts, customers get increased opportunities for self-service features and call deflection, which enables your agents to focus more on core activities related to customers.

Incorporating email or text to offer dynamic notification to involve your customers can significantly enhance NPS, especially notifications regarding crucial milestones in old transactions. Giving proactive information to your customers also serves the purpose of a call deflection mechanism. For key or long-running transactions, you can involve your customers by optimizing nurture campaigns. Each of these happen to be the strength of Salesforce Marketing Cloud.

Add more value to your contact center

It’s common knowledge that contact centers happen to be a tough working environment. Bettering agent toolkits to effectively tackle, deflect, and resolve customer calls is a continuous procedure. Integrating Salesforce and Vlocity in order to offer clarity over the customer and relevant data points, permits agents to concentrate more on customer issues than the procedures needed to do so. By properly utilizing Salesforce and Vlocity capacities, your company can enhance customer retention, eliminate the requirement for legacy interfaces, maximize customer satisfaction, cut down AHT and training time, and offer a holistic view of your customer to all agents. Our incisive sub-industry focus, together with success related to Salesforce and Vlocity, make us better placed to offer additional value to your contact center operations.

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How Winklix Enables Delivering Results With Fully Remote Team

How Winklix Enables Delivering Results With Fully Remote Team

With recent outbreak of Coronavirus worldwide , almost all companies have moved towards remote workforce . If you or your team is among one who is not familiar with remote collaboration , then this  might be the difficult time for you . Winklix has already well experienced with remote work force as we are six year old agency , and at every stage of work of being professional , we found effective remote work function gives best result with proactive and thoughtful planning .

We want to share the ways we can define our success journey with our clients – particularity at the time of social distancing with the help of different tools which only focuses on clear result in paramount . Below given are some of the steps which Winklix take to provide you with great experience and successful outcomes for ourself and our clients .

Project Initiation 

Setup is key to successfully carry on the work and organisation is gold . Every project is successful if you follow who , what and how approach . At initial stage , we closely take our client requirement in order to start their project . These requirement includes planning of key project events , creation of project schedule , project tools definition , collaboration plan creation that takes everyone on same phase . We use tools for conversation which we are already in use or even use tools that our client teams are confirmable with .
All the above given activities have been made possible by using tools for web meeting , polling softwares , group / individual chat applications . We are familiar with Zoom for video conferencing and Slack for real time communication with our internal team and clients . For further team work we use Google Drive , Microsoft 365 and Confluences .

Participants 

The Winklix project manager works closely with client team lead which facilitates updates regarding planning activities from time to time .

Project Discovery 

During project discovery phase , our team and our clients team come closer to discuss existing functionality as well as brainstorming on what’s else new can be implemented . We firstly focuses on pain points of our clients and then our business development manager come up with innovative plan to steer entire project with right framework and solutions needed to build perfect solution .

Participants 

Winklix in house team compromise of SMEs , designers , programmers , testers , managers , team leaders and more in discovery phase . Whereas on client side , in general product owners , business leads , products experts and technical team is present to discuss unique needs .

Remote Discover Success Tips

In order to get best result of discovery phase onsite meeting is always preferable with clients and clients personnel , however their might be a situation that not all clients may get present onsite and in that case remote discovery phase is what all is required . We have years of experience in conducting remote discovery with team of many sizes .
Here is Winklix’s key to make you successful in remote discovery phase : 

  • Quick Meeting : Conduct a quick video meeting with Winklix and clients team wherein the aim will be to introduce everyone , make them understand what all the project is about , how will each person will get involved individually and collectively and future planned activities .
  • Pre-reads / pre-work : Both teams are equally responsible to provide the necessary documentation in relation to project to be read in advance that helps in gaining insights about discovery phase .
  • Agendas : Always try to crystal clear the agenda in advance so that every participants can prepare themselves in advance for discovery phase . Always try to consider different time zones and remember that we are humans , and it is quite obvious to have breakthrough of mistakes .
  • Duration : This said , if you have a meeting which last longer than 90 minutes  , try to break them into sessions of smaller minutes . Try to also give clear break during meeting and finding engaging ways for persons who are present in meeting .
  • Audience : Although their may be times you may require many people to be part of audience in order to gain interaction and participants for given agenda , however you can on the basis of priority can invoice the audience .
  • Material & Preparation : As all team members might not be present all the time in future , always try to provide them with relevant material , flow , software requirement sheet and more during meeting only .
  • Technology : Winklix after listening to client requirement , tries to make familiar the client with the technology we are going to use which best suits their requirement .

Project Build 

Project building phase requires both client and Winklix team to work closely , all together . We try to facilitate all our works remotely by using different tools and with our active client participation , as after all we are making the products as per their demand .
At Winklix , we dynamically change ourself as per client requirement . We use to collect feedback and adjust between sprints . Some of the major benefits of getting into virtual environment is we saves travel time , can experience face to face meeting and can start direct conversation using Slack , setting reminders in calendar and more . By this way people closely focuses on their work , rather than wasting time on other non sense things .

Validation 

Validation is the time wherein we validate with our clients for the solution that is made by us for them  in relation to awesome user experience and satisfying business needs . In order to complete this phase , we make use of different tools like Jira , SalesForce DX and Circle CI to carry on our testing , revision and easily push adjustments from time to time .

Training 

As training is equally important as delivering the software solution to our clients , we help to strive companies empower end users with platform knowledge that can set team for success . We create various training material why is easily accessible like Trailheads , videos , knowledge article in Salesforce and more so that it can be used by present staff as well as remote staff who was present during training session .

Project Launch 

A project is said to be really launched , when our clients begin real use fo software and started gaining value from it . For almost all of our project , we use to launch it remotely . This helps our clients to enjoy the benefit of fully remote enablement . And then at last we work with our client to create a launch plan which includes final testing , acceptance and user enablement .

Support After go-live 

If you are adopting to anything new , you will always have sets of questions in your mind . Thereby it is important for us to answer every question that may arise after launch of software to enable our clients to effetely evolved with software along with their team . At Winklix , our project development is not one time thing , rather we treat it as ongoing relationship that can take on various forms and we always try to support our clients at every point of time during their journey .

End To End Support Irrespective Of Geological Boundaries

Although we only have presence on some countries of the world , we provide support services on global scale irrespective of different time zones . We have experience on Salesforce Technology , SAP Technology , Microsoft Dynamic 365 and remote delivery .

So in case you are in need of support services or want to fully switch to remote operations due to COVID-19 or want assistance in maintaining your Salesforce org at distance , contact us . 

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Does Coronavirus Forced You To Work Remotely For Very First Time ? Here Is Our Guide On How To Do It Effectively

Does Coronavirus Forced You To Work Remotely For Very First Time ? Here Is Our Guide On How To Do It Effectively

In this era of technology , many of us love being working remotely . But it necessarily does not means everyone in the company thinks in similar way . Some person might find it difficult to work from home . In your experience it may be frowned upon , disapproved or only be done one special circumstances , under forced rules . But now new to recent outbreak of Coronavirus worldwide , and we have been advised to maintain social distancing , which can asked employees of companies to mandate work from home policies for business on worldwide level , it’s time to get comfortable with practice . 

Remote workers can be rewarding situation for many companies . It has been found is study that working from home for employees increase overall productivity and mental satisfaction among employees . On the other hand it also have positive effects for employers like reducing spends , eliminating rent on physical space and so on . If there is pros , then will surely be cons as well . Some employee might feel isolated or gets distracted because of many reasons ( children’s playing , dirty dishes , changed social contacts etc ) .

How To Make A Switch To A Remove Worker 

Here is our guide on how to make work from home effective – specially when you are experiencing it for the first time and you have to make strong connection between clients , prospects and partners .

The basis : your home office setup 

The very first step that you can take is finding  isolated place at your home . If you are living in studio apartment with only one bedroom , the best place to work is on kitchen table with laptop table placement . If you have big house with two or more bedrooms , make one room dedicated towards working which should be noise free , distraction free and entry to that room will be restricted during working hours , which can often be denoted by sign board outside house .
We know this is not the permanent solution , but perhaps the preparation can go long way for temporary remote workers . 

Provide Training For Chosen Video Conferencing And Messaging Tools 

At Winklix , we use Slack for instant messing and Zoom for video conferencing with our team . As our workforce has been spread world-wide and majority of them work from home ( more than 60 % of us work from home ) , and that is the reason our team members are already familiar with this tool . Work from home is part of our dedicated IT team for providing ongoing support .
Irrespective of what you are already using or whatever your IT heads have decided t use immediately looking at the current scenario , it is mandatory to train your workforce in order to get maximum output . The training is achievable by providing live demo with representative tools with your entire team using preferred method ( eg , email , Salesforce Chatter , Slack announcement channel ) . 

Stick To Regular Check-ins And Virtual Forms Of Team Building 

If you have a tools to regularly check the work of employee then its great for remote work . It is suggestible to always have one hour video meeting with your team to check then they are on same page and it also keeps connectivity at forefront . 

Winklix use services of HiveDesk which helps employee to log in into app , and at the same time helps manager to track and see the screen shorts of work being carrying on by employee . It also facilitates task assignments , real time chats with employee and more . This also forced employee to timely check in and check out in the app during working hours in order to get them working time tracking along with work done by them .

Tools like slack and Trello makes it easy to collaborate with team and manage team worldwide .

How To Maintain Connections With Clients, Prospects And Partners 

Learning to work from home is one thing , but at the same time you should also take care of maintaining a healthier relationship with clients , prospects and partners which together called as health for your business . At a leading digital agency , Winklix has over decade of experience with digital first and remote relationship building .

Events Cancelled ? Move To Digital Value Exchanges 

We are already been experiencing live streaming for years , and now its no new bee for us . We all due to Coronavirus outbreak worldwide , are avoiding large conference , project kickoffs and even two or more in-person meeting , it does not necessarily means you have to make halt for meeting .

Webinars 

When you have to maintain social distancing  , you can provide webinars that is not only capable of attracting captive audience , but can also be used on social media and other platforms once they are recorded for future purposes 

Survey And Reports 

In order to reach client directly and giving them satisfying experience , you should send periodic surveys to clients about your industry , best practices and innovation in your space . 
So once the survey reports is collected it will help you and your clients as well in providing of long lasting impact on costly event. 

How To Get SAP / Software / SalesForce Support While You Are Fully On Remote  

We at Winklix with clients worldwide already have experience operating as remote team to satisfy the needs of client in relation to SAP / Customs software / Salesforce needs . Learn more about our services from Winklix by reaching us out right away .