Omni Channel Customer Service with Service Cloud (SCV)

The Challenge

WDH was established in 2005 and is one of the UK’s largest social housing providers, with over 32,000 homes across the Wakefield district and the North of England. To support its ambitious growth plans,  WDH recently purchased Salesforce Service Cloud to transform its customer service operations.

The Cash Wise team was looking to streamline its  existing processes and be the first team within the group to adopt the Salesforce Service Cloud solution.

The requirement was that Alscient needed to:

  • Provide a web form capability that allowed an enquiry to be automatically created in Salesforce and notify the customer of receipt of their email.
  • Support a web chat facility to allow a member of the public to chat back and forwards with a customer service representative.
  • Provide a telephony solution to allow inbound and outbound calls to be made directly from the CRM solution.
  • Provide deflection mechanisms to allow a caller to be called back when out of hours or at peak periods.
  • Provide a web portal to allow a member of the public to upload documents in support of their application for grants and/or benefits.
  • Provide the ability to send emails directly from the platform and log an interaction for each send.
  • Provide the ability to perform evaluations to track that the customer’s confidence, understanding and wellbeing have increased over time.
  • Provide a mechanism to update detail back in CRM whilst out in the field.
  • Support the ability to send and receive SMS messages directly from CRM.
  • Provide a suite of dashboards to provide meaningful management information.
  • Allow PDF templates to be generated directly from the system (e.g., for support plans and budget breakdowns).
  • Provide a collaboration solution to allow members of staff to collaborate on customer records and general topics of interest.
  • Perform integration with WDH’s Single Sign On solution.

The Solution

Alscient addressed these requirements over a ten-week period.

We initially captured the requirements and provided a design which explained how the system would operate. Following sign-off of the design we then built out the required functionality in two, two-week delivery sprints. After each sprint a Show & Tell session was held that demonstrated the capability and provided a mechanism to incorporate feedback.

Following build, the solution underwent system testing and then training was provided on usage of the solution. Two weeks of UAT support was then provided to fully ensure the system fully met internal requirements. A final cut over of the data from the old system was then provided and the new system was put live.

The Result

All aspects of the project were successfully delivered, providing a complete omni channel customer service solution. A web form was added to the Cash Wise website to allow Cases to be automatically created in Salesforce. Additionally, a web chat facility was provided to allow members of the public to liaise with the customer service team.

Service Cloud Voice was also rolled out to allow the team to make and receive inbound calls directly from within Salesforce. This made use of Amazon Connect as the telephony platform, with AWS Lambdas being used to make calls into Salesforce to identify the customer and link the call to the customer record. Additionally, call recordings were stored on S3 and Polly was used to provide informational messages within the call flows. A callback facility was also built into the call flows to allow members of the public to request callbacks during peak periods and out of hours.

A web portal based on Experience Cloud was also developed to allow secure upload of documents. Surveys were also built into the telephony IVR experience and into CRM itself to gauge customer sentiment. Salesforce Mobile was used by the field service team to update detail back in CRM. Conga Composer was also used to create professional document templates directly from CRM data. Finally, a suite of dashboards was created to allow supervisors to better manage their team.

Following the successful rollout of the Cash Wise solution WDH is now planning to rollout Salesforce to other parts of the business.

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