Streamlined Call Center with Salesforce

Client Overview

Our client, a prominent European leasing company, utilized Salesforce for customer interaction and database management. The project aimed to optimize call center operations using Salesforce Open CTI (Computer Telephony Integration). Our focus as part of the call center team was on configuring Salesforce to seamlessly integrate with Amazon Web Services (AWS) and implementing additional logic through Apex web services.

Project Details

• CCP Setup: Configured the call center functionality within Salesforce to work with AWS. This involved setting up connected apps, softphone layouts, CCP flows, and other necessary configurations. 

• Apex Web Services: Implemented additional integration logic using Apex web services built on the Salesforce platform, facilitating seamless communication between Salesforce and external systems. 

• Business Process Configuration and Automation: Configured business processes and automated call center workflows using tools such as visual flows, Apex triggers, and Lightning Web Components (LWC) for UI enhancements. 

• Custom Object Setup: Created and configured custom database objects to extend integration capabilities, including defining fields, page layouts, and validation rules. 

• Development Support: Provided ongoing technical support, including user setup and access configuration within the Salesforce system, bug fixing, and creation of technical documentation.

Results

The implementation of Salesforce enhancements yielded significant benefits: 

• Improved Call Center Efficiency: Streamlined processes and integration with AWS improved efficiency and responsiveness in customer interactions. 

• Enhanced Data Management: Custom object setup and integration logic enhancements allowed for better management and utilization of customer data within Salesforce. 

• Increased Automation: Business process configuration and automation reduced manual effort, enabling agents to focus on high-value tasks and improving productivity. 

• Technical Stability: Ongoing development support ensured the stability and reliability of the Salesforce system, minimizing disruptions to operations. 

• Comprehensive Documentation: Creation of technical documentation facilitated knowledge transfer and supported internal teams in managing and maintaining the Salesforce environment effectively.

Conclusion

By leveraging Salesforce’s capabilities and implementing customizations tailored to the client’s needs, we successfully optimized call center operations and data management processes. The enhanced efficiency, automation, and technical stability achieved through this project contributed to improved customer service and business outcomes.