Case Study | Service Cloud Voice

Transforming Agent Efficiency with Salesforce Service Cloud Voice

An Integration Success Story at Bell

The Challenge

Bell’s legacy system was limiting efficiency for their Inside Sales Team, as customer phone interactions were managed outside of Salesforce. The team relied on desktop phones and an outdated integration, limiting their ability to log calls, track metrics, and gain insights into customer interactions. At the same time, this was creating a disjointed customer experience due to lack of Agent continuity.

Goal #1

Create a unified customer view by consolidating all customer interactions and data within Salesforce.

Improved data accuracy and consistency will streamline customer service process and enhance reporting capabilities.

Goal #2

Create a seamless connection between Salesforce and Sales Engagement platforms to optimize sales workflows and increase team efficiency.
The legacy system was limiting efficiency to calls, and leading to a disjointed customer experience that lacked agent continuity.

Focused Solution:

Service Cloud Voice & Sales Engagement

CloudKettle worked with Bell to implement a suite of Salesforce solutions tailored to the specific requirements of the organization.

  • Service Cloud Voice integrated with Amazon Connect: The solution brought together Salesforce’s powerful capabilities with Amazon Connect’s advanced telephony features, allowing for the creation of a unified communication hub.
  • Sales Engagement: The Sales Engagement implementation enhanced how Bell’s teams interact with customers, enabling guided selling workflows and direct customer calls from Salesforce

Enhanced Agent/Customer Continuity

Individual phone numbers for representatives, bilingual support, and after-hours call routing fostered seamless customer experiences and increased satisfaction.

 

Improved Sales Engagement

Integration with Sales Engagement streamlined sales workflows, allowing representatives to follow guided selling processes and initiate customer calls directly from Salesforce.

Data Centralization & Reporting

Customer interactions and data are now consolidated within Salesforce, enabling comprehensive reporting and analytics for data-driven decision-making.

 

Increased Efficiency & Productivity

Streamlined workflows and automated tasks allowed sales representatives to focus on building customer relationships and driving sales.

Salesforce Audits for Enterprise

Key Success Metrics

The implementation of Service Cloud Voice has created a positive effect across Sales Engagement and the active user base.

  • 20% increase in the sales meetings booked per Sales Representatives
  • Up to a 15% increase in lead conversion to Sales Opportunities
  • 25% increase in customer engagement through calling and emailing
  • Over 70 new active users of the solution, with continued use for almost a full year

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Salesforce isn’t always a standalone platform. We understand that getting the most out of your platform relies on architecting a heavily integrated ecosystem.

At CloudKettle, we deal with people, process, and technology holistically to roadmap scalable tactics for revenue generation. We begin with an audit, identify gaps, and build customized solutions and training for your organization.

Want to speak to a CloudKettle consultant about your Salesforce needs? Reach us at 1-800-878-4756 ext. 202, or fill out the form and one of our experts will be in touch.

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