Automate Customer Service Team Information Retrieval and Transaction

In this case study we automate a team’s customer service information retrieval and transaction execution based on phone call parameters

INDUSTRY: Financial Institution
INDUSTRY APPROPRIATE: ANY INDUSTRY WITH CALL CENTER/CUSTOMER SERVICE/CUSTOMER SUCCESS COVERAGE
DEPARTMENT: SALES & OPERATIONS

Challenge:

Customer is a bank. When a client of the bank calls the customer success team, the team member could have up to 20 systems to use to secure the proper information to respond to the client. The bank sought a way to allow the Customer Success Team to have the information readily available to them without the need to search the various applications and data sources.

Solution:

Pantheon created a solution based on the account number or TIN, would be able to identify the type of call and pull back from the various applications and place a portal in the CRM of relevant customer real-time information. If the TIN was used, Odyssey would pull back the list of accounts if the client had multiple accounts whereby clicking on the link would then pull back the relevant information. In addition to supplying the account information, the Customer Success member could also initiate transactions through the portal that Odyssey would then execute in the appropriate application, thereby providing the Customer Success Team member with a single point of review and input.

Benefits:

1. Time savings for Customer Success Team to more quickly respond to the client’s questions, while Odyssey is auto executing the majority of the transactions.
2. The Customer Success Team member’s job satisfaction increases as they can now focus on client satisfaction and doing higher level duties than multi-search and multi-entry of data.
3. Client satisfaction increased due to a quicker and more efficient Customer Success Experience.
4. Reduced risk to the bank as transactions are automated eliminating entry errors.
5. All activities are automatically logged using a built-in log (audit) file which improves governance and compliance.
6. Dashboard created that shows all transactions at a high level and the activity can be drilled down on with a click of a mouse to see details.

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