Luxury Retailer Delivers One-Of-A-Kind Shopping Experiences with Service Cloud Voice, powered by Amazon Connect
Luxury Retailer Transforms Contact Center Using AWS, Salesforce, and NeuraFlash, Sees a 4 Minute Time Reduction in After Call Work
Products implemented: Amazon Connect, Salesforce Service Cloud Voice
About the company
This department store company is known for being the premier destination for luxury fashion, and for delivering one-of-a-kind shopping experiences. Their unique approach combines an emphasis on the digital customer experience with a strong connection to a network of 41 extraordinary stores across North America for seamless, all-channel shopping.
Executive summary
Striving to provide an experience that anticipates their customer’s needs, this retailer partnered with NeuraFlash to implement Salesforce Service Cloud Voice with Amazon Connect in their contact center in just 2 months! They were ready to migrate away from NICE inContact to SCV (Amazon Connect) to enable a more seamless integration with Salesforce CRM, and drive improved customer and service team experience. Today, this customer is able to provide a luxury shopping experience as a reflection of their iconic brand and continue to exceed expectations, every single time.
Combining the power of Amazon Connect and Salesforce
This luxury retailer has always strived to provide white-glove service at their storefront locations, and now for their online customers, who, with a tap of a button, can seamlessly purchase an item from anywhere. At its core, shopping will always be centered around experience, and as “digital first” becomes a way of life, one principle remains the same in retail: getting customers the products they need and giving them a great experience while doing so. With the lifetime value of the customer in mind, this customer wanted to replace their current telephony solution for a more reliable one that would work alongside its Salesforce CRM instance to enhance the customer experience and streamline agent workflows. With the volume of agents (400 concurrent, 800+ during peak holiday season) and large number of phone calls (2.5M calls/annually), they knew switching technology solutions was a massive undertaking from a change management perspective for their employees, as well as a large financial investment.
By having a strong relationship with NeuraFlash, this customer trusted the company to recommend a solution that would meet their growing needs and could be delivered on a short timeline. After demonstrating to their team the value and scalability of the AWS platform, coupled with the pre-integration available through Salesforce Service Cloud Voice, they chose Amazon Connect over Vonage to reach their goals. They felt confident that NeuraFlash could get the job done in a short period of time, especially after talking to Sonos, who went through a similar transformation the year prior.
Creating Better Experiences in Just 8 Weeks
The popular retailer has not only gone the extra mile to drive customer loyalty, but to provide the best tools for their agents. The customer and NeuraFlash kicked off the contact center project, deploying Salesforce Service Cloud Voice with Amazon Connect as an add-on feature to the their Service Cloud instance to bring together voice conversations and CRM data in real time.
Their previous contact center solution required agents to toggle between multiple applications and screens, which meant the customer had to be put on hold to gather information. With call center volumes increasing, it was imperative their agents had greater visibility into customer data in real time to provide personalized experiences. Voice transcription from AWS has empowered their agents to view call and CRM data side-by-side in their Service Cloud console, and with pre-integrated telephony, automatic speech recognition, and sentiment analysis from Contact Lens for Amazon Connect inside the Service Cloud Voice platform, omnichannel routing has become seamless, and cases get solved in record time.
The ability to adapt to this change was an integral part of the customer's success. Not only did they invest in automation to provide seamless service for their customers, but they also made an investment in their people with NeuraFlash’s Change Management practice, to address the impact this technology change will have on their entire organization. In just two and a half weeks, NeuraFlash and the customer trained over 400 agents across the globe on the new contact center solution, and as they continue on the right path forward with AWS and Salesforce technology, they are roadmapping more ways they can create better experiences for their agents and customers.
Happy agents equals happy customers!
Outcomes they've seen
- Agent Handle Time is now at 6 minutes, which is 50% less than the retail baseline
- 56% of their calls are answered within 30 seconds
- ACW (After call work time) improved from 5 minutes to 54 seconds
Moving Forward and Innovating with AWS, NeuraFlash and Salesforce
With a reliable system in place, the customer has already implemented additional capabilities, such as SMS, to provide quick support to all of their customers. With the help of the NeuraFlash Customer Advisory team, they are now exploring the possibility of working with NeuraFlash to further enhance their Service Cloud instance.
With the combined expertise from two of our dedicated practices, specializing in Salesforce and Amazon Connect, we put the human experience at the center of every interaction, so businesses can resolve customer issues accurately, quickly, and profitably. When you are ready to reinvent your Contact Center, get in touch with us here!
