A leading engine manufacturer sought to modernize its contact center operations to support their continued growth. By partnering with Thunder, the company was able to seamlessly migrate to a customized Service Cloud Voice (SCV) solution. The new solution allowed them to enhance customer service and operational efficiency.

Discover how Thunder helped this engine manufacturer achieve significant improvements in key metrics such as average handle time and agent productivity.

Our customer is an international leader in engine manufacturing with a legacy spanning over 40 years. They have engineered high-performance engines for various industries, including motorcycles, construction, and landscaping.

Despite being a leader in the engine manufacturing industry, the company faced limitations with their existing contact center solution. As their business continued to grow, they needed a more sophisticated platform to meet their evolving needs.

They decided to migrate to Service Cloud Voice (SCV) to leverage advanced features such as native controls, transcription, recording, and voicemail. A seamless migration process was critical, and an SCV expert was needed to ensure minimal downtime.

To ensure a smooth implementation process, they partnered with Thunder, a 3-time Salesforce Ventures-backed company.

As part of this partnership, Thunder customized call routing and reporting for each business team’s needs.

Features of the implementation included:

• Profiles and permissions: Restricted user access to necessary data for enhanced data privacy.
• Omni-channel setup: Integrated multiple communication channels into a single platform for a consistent customer experience.
• Voice setup: Configured call routing, call queues, and interactive voice response for optimized voice operations.
• Voicemail express: Ensured efficient handling of voicemails through automatic transcription and routing.
• Voice reports and dashboards: Provided valuable insights into call volume, handling times, and other key metrics.
• Voice holiday and event closures: Enabled flexible call routings during holidays or planned closures.
• Quick case component for 3 groups: Streamlined case creation with pre-defined templates, improving data accuracy.
• Omni-channel connectors for routing cases: Ensured seamless case routing across all communication channels.

Thunder also provided change management services and administrative training to the company to ensure a smooth and effective migration process.

With a comprehensive implementation strategy, Thunder empowered the company’s various business teams in their adoption of Service Cloud Voice. As a result, this leading engine manufacturer was able to:

• Reduce average handle time
• Reduce supervisor admin time
• Increase agent productivity