Sicom Service Cloud

 

Company Overview

SICOM Systems is technology company specializing in solutions for the quick service restaurant space. SICOM develops hardware and software that transforms the guest experience, improves operational efficiency, and grows sales

Company Profile

LOCATION: Philadelphia, PA US

EMPLOYEES: 500+

INDUSTRY: Technology

SOLUTION(S): Sales Cloud, Service Cloud, Chatter, CTI


Challenge

•Complex case management process, including routing, queue management, and escalations

•Complex Entitlement management process.

•Customer communication – Keeping all stakeholders in the loop during the Case management process

•Migrating from a homegrown legacy system with multiple pieces of functionality including replacement of the ticketing application, Contact management, reporting, and a number of forms that were used by agents to accomplish remedial tasks

•Call Center visibility – need a mechanism to monitor SLAs

Solution

•Replaced the legacy ticket management application by leveraging Cases to track meaningful data points, route Cases to the correct team, and improve a number of processes that consumed an agents time

•Automation to route, queue, and escalate cases using a combination of Flows/PB and JavaScript

•Automation to add Entitlements close Milestones on the Case with ZERO agent interaction

•Designed a process to email contacts based on a subscription flag when Cases were open/closed

•Designed and built “Readerboards” to display open Cases by product with live countdown times

 

Results

•A much cleaner/user friendly system

•One stop shop to complete Cases with minimal clicks

•Increased agent productivity with the use of quick actions, Service Console, and PB/Flows to automate routine actions

•Overall, a better, more fluid system

•First Call Resolution up 25%