COMEXI
COMEXI
With its roots in Catalonia, Comexi has set global standards in designing machinery for flexible packaging, printing, and converting materials. Their commitment to environmental conservation and cutting-edge solutions has secured their position as a global industry leader.
Main goal
Improve the telephony system to enhance customer interaction analysis and outperform competitors in customer service quality.
The challenges
- Lack of call analysis: The current system lacks call logging and analysis of interactions with customers, which means that important information is left in the hands of the agents rather than being stored and analyzed centrally.
- Need for detailed indicators: Comexi is seeking detailed indicators of their calls with customers in order to extract valuable insights, such as pinpointing customers who make the most calls. They also wanted to unify the entire call system within Salesforce, and to be able to handle incidents that came in through calls quickly.
- Competitive customer service: They have identified customer service as an area where they are at a disadvantage compared to their competitors, and thus they aimed to optimize this service.
- Service Cloud Voice: Heroforge recommended a basic implementation of SCV to quickly address the main shortcomings. Even in its basic configuration, with minimal customisations, SCV is a game changer and brings substantial improvements to call handling and customer interaction reporting.
- Advanced analytics and reporting: Analysis of detailed call data to uncover important information, linking individual calls to customer information. This simplified advanced reporting, transforming basic call details into valuable findings.
- Training workshop: We provided customised training to ensure that users were fully qualified, which increased user adoption and improved the team’s capacity and confidence in the new system.
The solution
The results
- Enhanced customer loyalty: Because each call is linked to the specific asset in question, Comexi can anticipate potential problems with its machines for other customers with the same model of machine. This proactive approach allows them to offer solutions before problems arise.
- Increased agent performance: Agents can now identify the calling customer before they even pick up, as well as see the related asset, and the reason for their call – all thanks to AI. Together with relevant item suggestions based on the context of the call, these features collectively provide powerful tools to increase your efficiency and performance.
- Enriched cases: As soon as a voice call is answered, a case is instantly created and remains synchronized with the call. This facilitates the classification of the case and populates it with pertinent details from the call conversation.
CONCLUSION
Thanks to the implementation of Service Cloud Voice with Amazon Connect, Comexi has revolutionized its customer service, turning challenges into opportunities and expanding its presence in the market. This solution has not only met the company’s current needs, but has also paved the way for future innovations and adaptations, making sure that Comexi is always one step ahead in customer service.
