Contact Center Solutions Featured Article

Cloud Extend Hits Home Run for Customer Service Level

January 14, 2013

Cloud Extend, a customization add-on software solution for various management designs, has hit a home run when it announced last week that it was successfully used to improve customer service levels by 90 percent.

According to a recent report, “Scancom Distribution Ltd., a leading B2B supplier of mobile handsets, airtime and data related telecom products, has reduced the time to resolve customer service issues by 90 percent by implementing Cloud Extend and Cloud Extend Mobile.”

The Cloud Extend customization tool is available for PC desktop users and smartphone users on Android (News - Alert) and iPhone platforms. But what exactly does it do? Cloud Extend essentially allows businesses to “visualize, create and modify their own wizard-driven guides, simplifying and automating daily work.” The increase of customer service levels was found after Scancom’s tech experts sat down and rethought their software strategies for their customer support issues. The report noted:

Previously, Scancom found that its customer relationship management (CRM) was heavily data centric. Despite training, e-mails, and written procedures, trying to remember what to enter, where and in what circumstances, was frustrating its users and leading to inconsistent processes and poor data quality. The company quickly discovered Cloud Extend revolutionized its CRM environment, which is based on Salesforce.

For Scancom, the process to review customer paperwork, such as bills and statements, “became a simple two-step process that was natural and quick for the customer care agents to process.” The software then allowed CSRs to retrieve the correct customer account immediately, using a customized “Bill Review” wizard created in Cloud Extend.

This sort of solutions has been sought after in every industry that requires a customer service support backline. In this industry, call answering time and customer service solutions rule the hour-to-hour progress of business. Cloud Extend essentially helped streamline a business function that was customized for Scancom’s specific needs. Indeed, the beauty of the software was found in its capacity to solve or make efficient tailored business functions.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

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