In response to rapid growth and acquisitions, our client embarked on a transformative journey to enhance customer service and operational efficiency. With a strategic focus on CRM consolidation, leveraging Salesforce Service Cloud, the initiative delivered outstanding results, becoming a Salesforce Success Story.
90% First Contact Resolution (FCR) rate, $20 million in customer service interactions, and a 60% reduction in Customer Support Agent (CSA) efforts through strategic AI implementation.
From boosting FCR rates to significant savings in support efforts, our client’s commitment to innovation has reshaped the FinTech landscape.
