Revamping Case Management & Digital Engagement with Service Cloud Voice
Since its establishment in 1996, Nice & Bella has emerged as a prominent direct-selling jewelry company and an industry leader not only in Mexico but also across various Latin American countries. Nice & Bella sets the standard in the jewelry industry, renowned for its exceptional product quality, and unwavering commitment to social responsibility, and environmental care.
Scale: 100 Employees & 3,000 factory workers 500,000+ independent distributors Exports to 27 countries worldwide
Salesforce Products: Service Cloud, Canvas App, Tableau
AT A GLANCE
Nice & Bella wanted a scalable, integrated platform to better service and handle cases for their Distributors and customers. They had their own legacy system and different tools that were not centralized. They partnered with GyanSys to complete a greenfield implementation of Service Cloud to achieve case record automation and activity tracking. The GyanSys team connected multiple customer service channels into Salesforce, including website live chat, phone through Service Cloud Voice, messaging channels (such as SMS and Facebook) by using Digital Engagement.
Case Management Automation
Reduced Overhead
Enhanced Omni-Channel Engagement
Streamlined Case Management
The biggest challenge for the Nice & Bella customer service team was to manage and keep track of all inquiries in one place. Service Cloud Service Console equipped the team to fully handle interactions with Distributors and Customers, as well as track the status of cases, assign tasks, and collaborate with other team members to resolve issues quickly based on availability, or workload. GyanSys implemented several features to ensure the success of the project - Case Management, Omni-Channel and Omni-Channel Routing, and Email-To-Case.
A big part of the project was to deliver a complete, and consistent service experience for customers through multiple channels including phone, social channels and chat. The other integral phase was to automatically route forms that Customers submit on Nice & Bella website via the WebToCase standard integration to the Customer Service Team queues.
The new Salesforce platform now enables the automatic creation of cases, and the ability to auto-populate case fields when a customer sends messages to the Nice & Bella support email addresses. We also eliminated repetitive tasks that Customer Service agents perform on a regular basis and also streamlined case routing based on assignment rules defined by Nice & Bella to provide a faster and more efficient service to customers.
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences.
With the implementation of Service Cloud the Nice & Bella team has full visibility and easy access to the Distributors and Customers information within Salesforce. Some of the main fields visible to agents include Linked Communications, Linked Cases, Activity Tracking, and Distributor Rank & Points. This has enabled the team to have a single source of truth, eliminate human error, and instant access to insights to get ahead of service issues.
More than 70% of consumers believe that companies should collaborate on their behalf so they don’t have to repeat information to different representatives.
Nice & Bella customers can send messages from their preferred channel which are now easily routed to Salesforce, where they will be addressed by the appropriate agent or a chatbot. The team in turn can also engage with Distributors and Customers across different channels, such as Facebook Messenger and SMS via a chat window. The team can also utilize Live Chat interactions to communicate in real-time, help with issues and questions from the niceonline.com website and deliver a personalized service.
75% of customers desire a consistent experience, regardless of how they engage a company (through social media, in person, by phone, etc.).
GyanSys developed a dashboard that allows Nice & Bella executives to leverage Tableau Cloud connected to the Azure database, Exigo, and Salesforce to visualize information about Distributors and Customers, and Contact Center performance. The Customer Service Managers have access to standard reports and dashboards within Salesforce Service Cloud in real-time to see performance metrics, including Distributor Performance, Open Cases, Response Time, and Case Close Rate.
62% of customer support specialists agree that AI/automation tools can help them understand their customers better.
Delivering Personalized Customer Service Experiences
GyanSys helps simplify agent workflows and processes with Service Cloud Omni-Channel and Digital Engagement to ensure their agents put the customer at the center of every conversation. By delivering all the context necessary within one platform, customer cases are handled faster than ever. Companies like Nice & Bella can provide proactive service with automated case deflection processes and get ahead of customer and distributor issues.
