June 4, 2013
Challenge
BigMachines’ customer service inquiries are 95 percent web-based and 5 percent phone-based, so its Service Cloud® customer portal gets heavy traffic. As Stanczak and his team reviewed the help desk and customer portal in late 2011, they noticed inefficiencies
in the knowledge base and were dissatisfied with the data categorization. The speed of portal responses, along with the case management workflow, weren’t timely enough to meet customers’ demands.
Solution
Bluewolf worked with BigMachines to create an online support center that was more targeted, relevant, and collaborative for its diverse customer base. The customer portal was reorganized and customized, and customers were able to quickly search for information around best practices, concepts, and solutions before they had to take the time to log a new case. BigMachines also automated case routing and revamped the entire case process and workflow to further streamline the customer support processes.
Results
Bluewolf has helped BigMachines to create a scalable solution that has promoted both internal and external collaboration. A main goal of this project was to drive customers to search and utilize self-help. Customers are now searching more often, and are using portals and knowledge articles much more frequently. BigMachine’s NPS and CSAT scores have gone up, as issues are being solved faster than ever before.
