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.

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      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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