Quinnox improves agent productivity & customer experience by implementing Salesforce’s Service Console

BUSINESS NEED

The customer representative had to perform various tasks such as canceling scheduled payments, editing login email, updating existing payment method, unenrolling autopay, deleting payment method etc., manually. The CSR had to process these tasks not just manually but also offline, which involved multiple screens and multiple clicks.

SOLUTION

The Quinnox team created an app in Salesforce Service Cloud using Lightning to help the CSR in automating various features in a single screen. End user can reach out to CSR via call or email and ask for help related to the features mentioned above as well as additional CSR features such as enhanced view scheduled payments, enhanced audit trail, deep linking and search result message.

The key features of our solution include:

• Single sign-on for CSR
• Single screen for profile, customer id and payment search
• Significantly reduced processing/search time due to the customer UI built using Lightning
• Multi-channel support
• Easy navigation from one screen to another
• Security imposed based on CSR profile and custom permission