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

Article comments powered by Disqus

Related Contact Center Solutions Articles

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!