Salesforce Success Case Study: Lasership
LaserShip is the final link between B2B and eCommerce supply chains, providing businesses and consumers with timely, accurate and professional delivery services. Founded in 1986, the company is a leading provider of distribution services for premier eCommerce and product supply businesses that desire reduced transit time and greater flexibility within their supply chains. Call workload was reduced to acceptable levels and data collection was improved with this case of Salesforce success.
CHALLENGE
Reduce call center workload to decrease response time
Customer management faced a high volume of voice calls exceeding the capacity of support staff
The problem was exacerbated during holidays and other surge shipping times
Long holds and frequent call forwarding led to increased customer dissatisfaction
SOLUTION
Rainmaker used platform features to automatically field common queries resulting in Salesforce success
Watson Chatbot was used to handle or escalate issues appropriately
OmniChannel Routing was used to select optimal agents based on availability and workload
OmniChannel & Classic Supervisor Channels enabled live monitoring and adjustment of tasks assigned to agents
Chat Monitoring Features allowed support conversations to be viewed in real time by management
RESULTS
Call workload was reduced to acceptable levels and data collection was improved
Use of support staff time at LaserShip is now more efficient
High priority cases are escalated to voice calls where they can be given more attention
Multiple chat support sessions can now be handled simultaneously
Using quantitative metrics in conjunction with Watson AI, LaserShip has developed a progressively more intelligent chatbot to support customers
