Global Security Company Simplifies Complex Systems with Service Cloud Voice & Amazon Connect
- Increase in deflection
- Overall increase in efficiency
- Ability to grow and scale effectively
Products implemented: Salesforce Service Cloud Voice, Amazon Connect
About the company
A leader among background screening providers, this company works with fortune 500 companies to facilitate a variety of background checks and services. Home to offices in 29 locations and a staff of 6,400+ employees, their complex, nuanced business deals with constant calls, back-and-forth routing, and an abundance of private information. They offer solutions to a wide range of industries, serving over 140 different brand lines, and pride themselves on being able to customize their services to meet unique customer needs.
Challenge: A variety of clients, a web of complexity
At this security, people are at the heart of everything they do. Not only do they serve a large customer base that spans across 200+ countries and territories, but their customers often have different needs and requirements, which means each use case is unique. Therefore, clients partner with this company at different levels, and as a result, they receive a high level of detailed assistance from the team.
The volume of phone numbers, information, and specific contract terms the team manages is overwhelming and technically challenging, even for the most experienced agent. Simple requirements, such as identifying a caller as “client” vs “customer” vs “employee” is a glimpse of the complex nature and level of personalization needed. In order to provide great service with their previous system, they built a web of back-end connections, isolated per customer. This made daily tasks, such as correctly routing customers, difficult, and ultimately their solution was becoming too strenuous for the team to manage. Like many companies, this business's best asset is their highly valued team members. Due to the complexities their system was causing, administrators were not only lacking a simple way to control their processes, but agents were not provided with the best tools possible to provide top-notch service. When navigating the complicated web of back-end connections while on the phone with customers, agents had to toggle to find specific client information, resulting in slower response times to customer requests. Business leaders knew it was time to leverage leading technology so they could continue to provide great service to the 200+ countries and territories they serve.
Focusing on the user, while harnessing the power of Salesforce & AWS
Introducing The Admin App & Enhancing The Contact Control Panel
NeuraFlash accomplished this companies rapid, seamless migration to Amazon Connect, and that success sparked even more innovation! While Amazon Connect allowed for the simplification of major parts of their processes, the NeuraFlash team found that one easy-to-use interface could shield administrators from the complex back-end processes and consolidate customer information into one, easy-to-use, interface.
The NeuraFlash team was excited about the opportunity to build a custom Admin App for the team, alongside AWS. This new Admin App, powered by the AWS Platform, has made processes, such as onboarding, seamless. Within the app, the NeuraFlash team crafted preset templates for users to select from, making it easy for admins to customize quickly once requested, by simply clicking the options pre-selected for them. These options were set to align with their customer’s contracts, leaving the business with control.
Not only does the Admin App allow call routing to be customized at the click of a button, but it also allows administrators to customize Amazon Lex. By using preset menus within the admin app, administrators can adjust the prompts the voice bot asks customers at the beginning of a call. This allows them to align the voice bot with the clients specific requirements and more.
What does the Admin App offer?
- Filtering (phone number, company name), making searching even quicker!
- Number settings (language, SLA, Queues, Company Name, Hours of Operation)
- Templates, welcome message, attribute name, and values
- Lex settings (main menu prompt, client & candidate “clarification” settings)
Ultimately, by focusing on the usability of the system, this company put power back into their administrators' and agents' hands, allowing them to serve their customers in the most effective, seamless way possible.
The CPP (Contact Control Panel)
NeuraFlash’s innovation didn’t end with the Admin App. The NeuraFlash team was able to prioritize ways to simplify call-center agents' lives, but provided them with an interface that gave them the information they needed all in one place.
Harnessing the power of Amazon Connect, our custom CPP surfaces key information about callers, such as:
- The company they are calling from
- Their membership level
- The type of call and sub-type (Status, Background Check)
In addition, the custom CPP gives agent quick and easy access to all queues within the call center reducing, agent toggling and connecting information across the call center. This easily accessible information allows agents to provide better service and helps to personalize conversations.
Continuing innovation with Salesforce & AWS
This company turned to NeuraFlash, Salesforce & AWS to truly enhance the user experience compared to their Cisco solution. Not only did they leverage Amazon Connect to address technical issues, but they continued their digital advancement with a Voice Bot powered by Amazon Lex to correctly route users. The structure, flexibility, and power of both Salesforce & AWS has been a game changer for the innovative background check leader, and they anticipate significant cost savings as a result of their investment.
Ready for the future
By investing in Salesforce & AWS, this company has streamlined backend processes and has provided the technical foundation for continued investment and smoother interfaces. With a strong Salesforce & AWS partner by their side, this global security business was able to keep the complexity their system needed, while also increasing usability, ultimately building the scalable solution they needed to to thrive.
