Personalized-Customer-Experiences-RSA-Salesforce

1. Ensured Personalized Customer Experiences to Automotive RSA service provider with Salesforce About Customer: Renowned as a customer experience management company for the automo�ve industry, our customer has core competencies in Roadside Assistance, Contact Centre Opera�ons, Technology Solu�ons as well as Data Analy�cs and Repor�ng services. Statistical Insights: More than 1 million customers and 10 million vehicles assisted for the automo�ve clients 30 years of demonstrated history by successfully handling 2 million+ end-customer and client requests A highly integrated service delivery pla�orm created to deliver real-�me mobility and customer experience management services Customer has more than 109 client programs that are used by 40+ premier automo�ve giants across Canada and the USA Business Scenario: Customer used Salesforce sales, service and experience cloud to handle their programs and call center opera�ons Their customer care execu�ves were assisted by the defined rules of the Salesforce Sales Cloud for processes and responses From case crea�on to service dispatch, service comple�on status, feedback and reports, clients used Salesforce for en�re process digi�za�on, resource assistance, Robo�c Process Automa�on (RPA) as well as report genera�on

2. Outcomes Delivered: AIMDek Digital Partnership Scope: The customer iden�fied AIMDek as an established Salesforce vendor and we partnered with them to augment their Salesforce benefits as their Salesforce Consultant, migra�on and integra�on partner Reduc�on in service turnaround �me 18% Customer sa�sfac�on achieved with process digi�za�on 98% To migrate from Salesforce Classic to Salesforce Lightning Customize Salesforce for new customer implementa�on Salesforce integra�on services using Mule so� pla�orm Reduc�on in lead management and service administra�ve costs 16% Provide Salesforce consul�ng to adapt to the changing market dynamics The Solution: As the Salesforce Managed services partner, AIMDek provided the following customiza�on, migra�on, integra�on, and managed support services to our RSA service provider: Personalized Business & Customer Reports To provide our customer with ac�onable insights and to help them employ a data-driven approach, we helped them create various business, pla�orm, transac�on, and service reports using Salesforce. Personalized Experience Pla�orm Process Guidance and Automa�on For seamless customer journeys and end-to-end traceability, we customized the Salesforce Experience cloud for our customer. Our Salesforce experts understood the business processes and defined the business rules in Salesforce Sales and Service Cloud for case crea�on and automa�ng the assistance process for customer care execu�ves. End-customer engagement pla�orms & claim management End-customer Account & Service Management We developed a user-friendly na�ve mobile app for service providers to deliver real-�me assistance alerts and created engaging and domain-specific claim management pla�orms for car owners. Delivered customized sales cloud to customer care execu�ves for effec�ve case management and fetched relevant customer and case data using service cloud for personalized end-customer assistance. Customer Journey Digi�za�on & Records We defined business rules in the Salesforce service cloud that enabled en�re process digi�za�on right from service requests to service dispatch, updates, ac�ons, and comments. marke�ng@aimdek.com