Ge.SI.: management and control of internal processes for maximum efficiency in customer service
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Aeonvis implemented Salesforce Service Cloud and Service Cloud Voice for Ge.SI., optimizing the management of intervention requests in public housing apartment buildings. The solution improved the management of telephone reports and introduced a case prioritization system, increasing the efficiency and timeliness of interventions.
#Energy #Optimization #SystemIntegration.
Ge.SI. Revolutionizes condominium management with Salesforce: efficiency and control in service processes
THE CLIENT
Ge.SI. - Integrated Services Management
Ge.SI., an “in house” company of Aler Brescia, Cremona and Mantova with more than 20 years of experience, specializing in the management of public and private assets, with a focus on plant upgrading and energy saving, has chosen to take on a new challenge to improve the operational efficiency of its internal processes and provide a comprehensive, high value-added customer service.
THE SCENARIO
Enhance call-in management with Salesforce and Service Cloud Voice
Ge.SI. contracted Aeonvis with the main objective of improving the control of condominium intervention requests in public housing buildings. The company, following a job order in a new sector, needed to implement a system for managing requests for intervention in the automation of processes related to condominium breakdowns and the organization of master data of customers and building units.
Through the introduction of Salesforce CRM, Ge.SI. sought to solve these challenges by working on the aspects to be improved, especially regarding the management of telephone reports by offering Salesforce switchboard integration: Service Cloud Voice as a solution.
THE CHALLENGE
How a unified system increased productivity and optimized customer service
Ge.SI. needed a unified system to effectively manage increased operational productivity while providing more timely customer service. This challenge included more efficient internal management, a reduction in response time, followed by immediate and integrated business follow-up in a single platform.
This goal has been completely achieved while also allowing business costs to be reduced, thus maximizing the effectiveness of the investment.
THE SOLUTION
Improved customer service: how Ge.SI. has enhanced the management of reports with Service Cloud and Service Cloud Voice
Aeonvis’s intervention for Ge.SI. involved the integration of Service Cloud and Service Cloud Voice.
In particular, a customized solution was developed, including a wizard-based functionality for managing telephone reports and the implementation of an e-mailing path for the delegation of external reports.
In addition, the integration of the Salesforce switchboard, based on the Amazon platform, completed the work environment, enabling more efficient control of communications and greater customer satisfaction.
Through Aeonvis’s CRM Salesforce consulting, Ge.SI. was able to:
- Increasing user capabilities with omnichannel capabilities that enabled real-time access to all key customer data
- Reduce customer wait times through the inclusion of queue management features and the activation of automated responses for communications related to the progress of intervention activities
- Optimize the management of interventions, by means of a service case prioritization (SLA) process
- Improve effectiveness in customer communication and engagement across all business channels
- Increase all business customer service and team management performance enabled by monitoring KPIs through advanced and predictive reports and dashboards.
THE RESULT
How Aeonvis elevated Ge.SI.’s customer experience with Salesforce customization
Aeonvis’s professionalism and expertise in consulting and strategy have improved Ge.SI.’s customer experience, which has enabled it to achieve a new level of customer service through the customization and simplification of processes, offered by Salesforce technology.
