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.