Helping Resolve Customer Service Challenges Using Remedyforce (Case Study)

It’s well-known good customer service is the key to a company’s success and rapid growth. Today’s customers wish to get quick, effective solutions to their problems, and delays in providing the solutions could result in the customers switching over to competing brands. This problem can be resolved by automating customer service activities effectively; proper automation of service-related tasks helps businesses provide speedy resolution to customer problems and reduce costs significantly.

Read on to find out how Solunus helped a multinational manufacturer to automate their customer service activities using Remedyforce, and thereby, ensure high levels of customer satisfaction.

About the Client

The client is a 95-year old manufacturer of air-conditioners, based in Minneapolis, MN. They are a world-leading player in the HVAC sector with operations spread across more than 150 countries. The company has an annual revenue of more than $20 billion.

Project Overview

The company approached us to develop an automated alternative to their manual customer service process. They also wanted us to create a customer self-service portal and provide the ability to get real-time updates on the status of customer requests.

Challenges Faced by the Client

• The customer lacked an automated process to manage customer requests

• They didn’t have a self-service portal to help customers find the required information

• The manufacturer couldn’t send updates to distributors in real-time

• There was no system to indicate the status of service requests in real-time​

Solution Provided by Solunus

As part of our customized solution for the manufacturer, we implemented Remedyforce. We also developed a user-friendly self-service portal to provide the information needed by customers, besides setting up an ITIL-driven automated inventory management process. Our solution also included the following.

Automation of the Customer Service Request Management Process

We developed a robust system to automate the client’s customer service request process, enabling them to handle the requests more effectively, with reduced human intervention.

Configuration of a System to Update Distributors Automatically

The system allows the company to send real-time updates to distributors, thereby ensuring hassle-free coordination with the latter.

Development of a Mechanism to Simplify Creation of Service Requests

Our team worked with the manufacturer of air-conditioners to set up a mechanism for simplifying the creation of service requests by customers. The mechanism helps customers create a request using any connected device, quickly, in a seamless manner.

Business Results

• 80% Reduction in Manual Efforts

• 49% Increase in Service Rep Productivity

• 25% Growth in Revenue