Multi-cloud service delivery optimization for electronics manufacturer.
What we did
350 Users
Conducting business in 7 different languages
100s
Of telophony flows built out in just 4 months
Day 1
Everything worked exactly as needed
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Company
Privately held multinational enterprise corporation that manufactures and distributes control automation and integration technology.
Industry
High Tech
Location
Rockleigh, New Jersey
Visit
Crestron Electronics, Inc.
"Thunder took great pains to make sure that they clearly understood our needs, how our business operates what our processes are, and where our pain points were with our previous telephony integration."
Cory Stene, Director, Technical Support
The Challenge
- Outdated telephony impacting service delivery, response times, and quality commitment to customers
- Need for greater reliability and efficiency to improve Agent productivity and operational insights
- Desire to leverage Slack and AI to drive proactive service, increase knowledge creation and collaboration between service and product teams
The Solution
- Implement Service Cloud Voice and Slack to improve service delivery operations and insights
- Voice deployed across global support teams unifying agent experience and enabling management with standard reporting across all channels
- Slack swarming enablement to reduce agent ramp-up time, find expert answers, and source KB articles for future deflection
Products Used
- Service Cloud
- Salesforce Voice
- Amazon Connect
- Slack