Case Study: LaserShip

salesforce integrationLaserShip 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.

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 Salesforce platform features to automatically field common queries

  • 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

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