Case Study: LiveOps improves customer experience

Salesforce.com have improved the quality of their customer experience through the global deployment of the LiveOps Platform.

The business problem

As salesforce.com continued to enjoy growth, its customer support organisation needed better visibility across all of their global support centres. In addition, the company’s existing contact centre technology wasn’t as scalable as it needed it to be, which impacted customer service levels.

The solution

To optimise the customer experience, they deployed the LiveOps Platform across all locations. Delivering an exceptional customer experience is central to salesforce.com’s value proposition and, as the company grew, management needed to ensure that customers could quickly access the best agent to meet their needs. Its global deployment of customer support centres (spanning Japan, Australia, Europe, and North America) placed agents strategically around the world to “follow the sun” with their global clients. As a result, someone is always available to take customer calls.

The benefits

“Because LiveOps Platform and LiveOps Applications run in the cloud, they can be accessed by users anywhere in the world – so all of our geographically distributed customer support centres could work using a single platform,” said Krista Anderson, SVP Global Customer Support at salesforce.com.

The cloud-based LiveOps Platform is also able to scale with the business, eliminating the need to worry about infrastructure capacity in the future. In addition, it can deliver sophisticated functionality that supports:

• Global skills-based routing, which improves first call resolution rates by automatically routing calls to the best available agent for each customer – regardless of their physical location – and optimising the customer experience
• Immediate visibility into activities, processes, agents, and calls across all customer support centres through a comprehensive, customisable live dashboard
• 100% inbound call recording across all locations (and instant access to playbacks directly from within salesforce.com’s Service Cloud)
• The ability to stay ahead of business requirements – for example, enabling management to move bundles of calls from one call centre to another and make administrative changes on the fly

“Today, salesforce.com considers having a contact centre in the cloud essential to providing great customer support,” said Anderson. “We’ve been extremely pleased with LiveOps Platform. All of our mission-critical infrastructure is performing to our high standards, enabling salesforce.com to provide high-quality, responsive customer service across all of our customer support centers.”

Armed with greater insight into calls and agent performance, salesforce.com has been able to substantially improve key performance metrics for its customer support centres.