Sandvik were looking to replace their existing telephony platform with a solution that is tightly integrated into Salesforce and allowed their staff to make and receive calls directly within Salesforce. The solution was to be consumed by their SMR customer services team of around 150 users across 5 continents and 15 countries.

Alscient’s remit was to create a solution:

• To support up to 7 different languages.
• Customise intelligent data dip into Salesforce to identify the caller and the account to drive routing to the agents based on primary CSSR or secondary CSSR and then the work group if the agents were not available in that sequence.
• Provision of a voicemail facility to provide deflection mechanisms within the call flows and to provide call assistance out of hours.
• Provide support for real-time transcription and call recording of the call for certain markets where recordings are currently allowed.
• Setup of SCV different environments for Development, UAT and Production.
• Assess new SCV release features and make recommendations for usage.
• Post-call survey was added to the requirement at a later stage due to the need for having a survey functionality for the new solution.

Alscient addressed these requirements in a phased approach. We initially created a design which captured the technical solution. The design described the contact flows and supporting technical components making up the solution. Once the design was signed-off we then built out the required functionality.

The solution was delivered in phases, Phase 1 involved Onboarding and project initialisation, review of a POC done by Alscient, planning, revision of base model, collation of country customisations, Creation of deployment scripts and an initial implementation of base model within the Nordics region in Europe. System testing was performed by Alscient and UAT testing was performed by Sandvik. Training was then provided on the solution (via a Train the Trainer approach).

Post phase 1, the project moved to Phase 2 which involved the roll-out to Australia, North America, South America, Africa and rest of the countries in Europe. Phase 2 roll-out consisted of configuring of additional AWS contact centers in various Amazon Connect Regions along with a defined requirement validation meeting, development, system test & UAT before getting the solution live for each country.

Surveys were also built into the telephony IVR experience as a change request and this functionality also had to go through system testing and UAT by Sandvik before getting the solution live for the Australian market.

The project from start to finish will take around 24 weeks to implement.

The project was delivered on time and to budget. The customer service agents now have a simplified interface that allows calls to be made and received directly within Salesforce. 148 users are now actively using the solution across the various markets within Sandvik. As a result of the implementation Sandvik have seen a reduction in call handling time via timely access to customer data in Salesforce. The agents are also available to work remotely using the integrated soft phone facility. The omni supervisor view also provides supervisors with the ability to easily see real-time activity by team from directly within Salesforce.