CASE STUDY

Converting Web-to-Case Forms into Webservice Cases for a Leading Instrumentation Company


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Industry | Manufacturing
Technology | Digital Commerce
Location | USA

The client is a renowned instrumentation company with headquarters in Norwalk, Connecticut, and its main factory in Bridgeport, New Jersey. The company holds a vision to solve the problems of its customers by connecting them with engineers who are well-versed in meeting their challenges.

The client was dependent on customer service representatives to process customer support requests. The CSRs used the information entered by the users to calculate the credit feasibility value. This manual process consumed time and made the credit management process monotonous.

To overcome this, the client partnered with Royal Cyber to avail a Salesforce-powered solution that changed the web-to-case forms to webservice cases to get the customer requests from its company website directly.

Industry | Manufacturing
Technology | Digital Commerce
Location | USA

The client is a renowned instrumentation company with headquarters in Norwalk, Connecticut, and its main factory in Bridgeport, New Jersey. The company holds a vision to solve the problems of its customers by connecting them with engineers who are well-versed in meeting their challenges.

The client was dependent on customer service representatives to process customer support requests. The CSRs used the information entered by the users to calculate the credit feasibility value. This manual process consumed time and made the credit management process monotonous.

To overcome this, the client partnered with Royal Cyber to avail a Salesforce-powered solution that changed the web-to-case forms to webservice cases to get the customer requests from its company website directly.


By downloading this content, you are agreeing to receive communications from Royal Cyber, including our Insights newsletter.




Challenges

Dependent on CSRs for approval of credit requests
Time consuming and tedious
Incapability to send values to the return URL dynamically

How We Did It

Developed a robust credit management process
Hosted web-to-case forms
Returned responses automatically
Eliminated manual interventions
Systems interacted using automated messages
Transferred values to Salesforce solution via webservice
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Key Outcomes

Communication

Streamlined communication between sales and customers

Customer

Increased customer satisfaction

Complaint Management

Simplified processes for the complaint management team

Experiences

Seamless experiences for CSRs

Technology

Project Manager

The Royal Cyber team delivered an incredible capability that helped to reduce human efforts in receiving customer support requests. We are impressed with the solution and look forward to collaborating for future needs.

40%

Increase in Conversion Rates

Audience

  • Executives, CTOs, Director

  • IT Consultants

  • Business Analysts

  • Project Managers

  • IT Project Coordinators

  • Architects and Specialists

Case Study

Eliminating Manual Intervention of CSRs for a Leading Instrumentation Company

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