How A Courier Service Firm Used 360 CTI to Improve Operational Efficiency

Effective communication is essential to every business. In a way, communication forms the backbone of the business.

When communication is effective and meaningful, achieving business goals becomes easy. On the contrary, inefficient communication only leads to missed opportunities, low operational efficiency, and customer dissatisfaction.

Therefore, to achieve perfection in business communication, businesses are always on the hunt for the best solution for communication.

Some businesses are more inclined to use Salesforce text messaging for communication, whereas some opt for Salesforce CTI integration to carry out their call operations.

If you talk about the most advanced calling solution in the market, 360 CTI has always proven itself.

To substantiate this, this blog features a success story of a renowned courier service provider who used 360 CTI to overcome various business challenges and achieve new heights of success.

About the Company

India’s largest B2B and C2C logistics courier service provider sought a robust solution to tackle operational challenges and elevate the customer experience. Facing issues like delayed deliveries, inefficient call handling, and poor customer satisfaction, they needed a comprehensive approach to streamline their processes and enhance service quality.

This case study delves into the strategic implementation of Salesforce telephony integration, illustrating how these tools were leveraged to overcome operational hurdles, boost efficiency, and significantly improve the overall customer experience through enhanced telephone interactions.

Problems Faced Before Opting for Salesforce CTI Integration

Inefficient Communication Channels

The courier firm struggled with fragmented communication systems, leading to limited coordination among teams and stakeholders.

This greatly affected their operations and the satisfaction of customers who engaged with their firm. The lack of a centralized system for managing communication channels posed problems in how the organization carried out activities and how the departments interacted with one another.

Manual Processes and Inefficiencies

Too much insistence on typing the data by hand and repetitive tasks led to prolonged time and a higher risk of mistakes. These were time-consuming and not only slowed down the rate of operation but also greatly increased operational costs.

This led to the necessity for automation and efficient work processes to minimize such situations and enhance the effectiveness of the given organization.

Previous Systems

The firm used several distinct and disparate systems for communication, order management, and tracking before it implemented the new enterprise system.

The lack of integration between these platforms and the non-synchronization of the data meant that there were numerous challenges that would slow down processes tremendously and frustrate the customers.

The implementations also caused problems in updating the records in various systems and sharing the updated information with customers.

Desired Capabilities and Transformation

To address these existing challenges, the firm required a solution that was synchronized and centralized, with real-time tracking and visibility linkages, and which process could be automated. Centralized communication would facilitate better coordination among the various teams and stakeholders to make the appropriate decisions in time.

The real-time tracking feature would also help provide the latest information regarding shipments and deliver high levels of customer transparency. Automating processes focused on accurate data entry to minimize manual data input and to perform restricted tasks in order to increase operational effectiveness and meet the needs of users. With the adoption of Salesforce telephony integration using 360 CTI, the firm aimed to attain these and other capabilities to change the nature of some of its operations for enhanced service delivery.

Salesforce CTI Integration: Solution Implemented

Undoubtedly, calls are of great importance for businesses. 76% of customers still prefer to reach a customer service representative through phone calls. CTI also proved its worth for the courier firm.

Rapid Deployment of 360 CTI on High-Velocity Sales (HVS)

The firm quickly integrated 360 CTI with Salesforce’s High-Velocity Sales (HVS) platform. This setup allowed for a seamless, Salesforce-native CTI integration without the need for complex customization. The goal was to create a centralized Salesforce-telephony platform that would streamline operations, enhance communication, and improve data management. The setup also enabled advanced communication capabilities, including call optimization with auto-populated call scripts for agents.

Enhanced Communication Capabilities

Personalized Customer Interactions: Utilizing Salesforce telephony integration using 360 CTI, the firm was able to provide personalized and contextually relevant interactions with customers. 

Proactive Communication: Real-time updates and notifications through Salesforce and 360 CTI significantly boosted customer engagement and satisfaction. 

Intelligent Call Routing: Automated call routing was implemented, taking into account customer preferences, order history, and agent availability to ensure efficient handling of calls. 

Contextual Pop-ups: During calls, screen pop-ups displayed relevant customer information, enabling agents to engage in more personalized and effective interactions.

Communication Channels

Optimized Telephonic Support for Customers: The firm enhanced its inbound and outbound call processes to assist with orders, resolve issues, and gather customer feedback.

Unified Customer Data: Consolidated customer information into a single platform to ensure seamless interactions and personalized service.

Smooth Interaction through Cadences: Implemented click-to-call functionality within Cadences to streamline agent-customer interactions.

Enhanced Call Handling Efficiency: Utilized advanced call routing, intelligent IVR, and call analytics to improve call management.

Automated Task Creation: Automatically generated tasks for each call log, including complete call status, recordings, and call history.

Automation and Scalability

Dynamic Scaling: Leveraged 360 CTI and High-Velocity Sales to scale operations dynamically, accommodating increasing call volumes and customer inquiries.

Business Impact and Value of 360 CTI Integration in Salesforce

Business Areas Impacted

Boosted Customer Satisfaction: Ensured the use of real-time tracking, tailored interactions, and proactive communication, which enhanced customers’ satisfaction and loyalty.

Increased Operational Efficiency: Implemented and attained automation and process enhancement to minimize requirements for manual work, enhance control quality, and shorten delivery time.

Cost Reduction: Effective and well-coordinated handling of calls, which in turn contributed to a reduction in costs and improved resource optimization.

Why Courier Service Provider Chose 360 CTI Integration in Salesforce

Unified Platform: Integration of 360 CTI with existing systems provided a unified platform, enhancing communication and customer engagement through seamless coordination.

Personalized Interactions: 360 CTI enabled personalized customer interactions and real-time updates, significantly boosting customer satisfaction with relevant and timely communications.

Efficient Operations: Automation and call optimization capabilities of 360 CTI streamlined processes, reducing costs and improving operational efficiency by minimizing manual tasks and errors.

Conclusion

Implementing 360 CTI integration in Salesforce transformed logistics operations, overcoming communication challenges and enhancing visibility and customer satisfaction. The innovative features and process automation delivered tangible business benefits. This positioned the company as a more efficient and customer-centric service provider. By harnessing the advanced features of 360 CTI, the firm could now easily tap into more personalized interactions and efficient operations. In addition, it also helped to witness significant cost-saving and time-saving by allowing the firm to cut back on manual processes and automate various operations. Would you also like to equip your teams with advanced calling capabilities? Reach out to our experts at care@360smsapp.com or click here to contact us.