We were delighted to tune in and listen to our Customer CALA Homes today at Innovate Together UK& I where they explained how they have used Salesforce and Natterbox’s CTI (Computer Telephony Integration) to offer a best-in-class Customer experience.
Allan Walker, Director of Sales & Transformation at CALA Homes was joined by Marcelle Braithwaite, Head of Solution Engineering at CloudShift, and Ellie Barrett, Alliances Director at Natterbox for the session.
In the session, Allan explained some of the benefits of their Salesforce enhancements and telephony integration service including;
- Callers routed directly to the right call-handler according to their enquiry
- Customer details and case history popping up ready for each call-handler before they answer
- Staff are empowered to focus and best respond to the Customer and do the right thing
All of these initiatives not only enhanced Customer experience and the efficiency of managing calls, but also improved the working lives of employees who felt better prepared and empowered to do their very best work. Expanding on that, Allan also highlighted the importance of taking employees on the journey for change and articulating the ‘WIFM’ so everyone is fully considered, engaged and onboard for change.
Allan also highlighted the value of Salesforce AppExchange which is the leading enterprise cloud marketplace with quick ‘plug and play’ ready-to-install apps and solutions. Allan recommends this is a great first port of call for people looking to find solutions for what they want to do.
We would like to extend a huge thank you to Allan Walker for sharing his experience and advice with everyone at Innovate Together UK& I. The team at CloudShift has really enjoyed working with you and being part of your digital transformation team and we’re really excited about the next phases!
Later this month Salesforce will publish the video for the general public, so be sure to keep a watch out for this great video session soon!