In today’s fast-paced business environment, operational efficiency is more important than ever, driving companies in various industries to continually seek innovative solutions.
It’s not surprising that modern businesses are also striving to become more customer-centric. Fair enough — if you don’t focus on the customer, your chances of overcoming today’s fierce market competition are, unfortunately, slim.
Modern challenges call for innovative solutions, and this is where we’d like to introduce Triple Innovations: a genuine trailblazer in the realm of customer relationship management and a Salesforce solutions expert in particular.
About Triple Innovations
Triple Innovations is an enterprise software development agency based in Zagreb, Croatia. Their major areas of focus are Salesforce implementation and custom software development.
As top-notch Salesforce experts, they offer comprehensive business process automation services and ensure that your Salesforce instance is connected with the rest of your business.
Their software development expertise involves integrations, SaaS, and cloud infrastructure (Azure, Force.com), as well as front-end and back-end development.
Triple Innovations offers three partnership models to meet the unique needs of each client: turn-key projects, extended team, and dedicated team.
They’ve completed numerous successful Salesforce projects, ranging from tailored in-house to enterprise-level system integrations, including SAP ERP, billing systems, marketing solutions etc.
The team at Triple Innovations stands out for their exceptional Salesforce solutions for the pharmaceutical industry. They have consistently demonstrated the ability to adapt and innovate in this field, building efficient solutions to streamline business processes.
Although all their solutions deserve recognition and attention, we’d like to focus on one of their most prominent case studies, Salesforce Service Cloud Call Center.
Overview Of Triple Innovations’ Salesforce Service Cloud Call Center
Call Center Solution by Triple Innovations is a game-changing digital product for pharmaceuticals that has redefined efficiency and customer experiences on an international scale.
Project background
The pharmaceutical industry is one of the most strictly regulated sectors, requiring additional considerations when implementing new digital initiatives. On the other hand, pharma also calls for efficient and personalized customer support. With these factors in mind, Triple Innovations created a call center solution on Salesforce Service Cloud, specifically tailored for the pharmaceutical industry.
The solution was built for Teva Pharmaceutical Industries, a global leader in the pharmaceutical sector. Teva faced the challenge of establishing an efficient customer support system that would streamline and optimize their customer care operations.
As the company was preparing to implement Salesforce Service Cloud, their primary communication channel with clients was phone calls. As a result, they needed a tailored solution that could effectively handle call center operations while leveraging the capabilities of Salesforce Service Cloud.
Key features
The team at Triple Innovations successfully implemented a call center solution to address the client’s specific needs. Let’s take a closer look at its key components and features.
The Salesforce team at Triple Innovations customized the Service Cloud’s case management system to meet the client’s support requirements, which was done through defining stages and processes for customized support and adding client-specific data fields. This enables support agents to effectively manage and track customer inquiries.
The call center solution allows for multiple queues to handle customer interactions across various communication channels. Support agents can efficiently handle calls, emails (email-to-case), and web inquiries (web-to-case) using a single platform. This approach allows the company to deliver efficient and consistent support across multiple channels, leading to greater customer satisfaction.
- Case routing with SF multi-channel
Triple Innovations made the most of Salesforce’s multi-channel capabilities, particularly by implementing case routing based on agent skills and availability. This ensures that each customer inquiry is directed to the most appropriate support agent, optimizing response times and enhancing customer experience.
To support the client’s specific business logic, the team at Triple Innovations implemented customized workflows and automation. This streamlines support processes, reducing manual tasks and boosting overall efficiency.
- Integration with the call control application
The project also involved integrating the call center solution with Teva’s call control application, which enables seamless identification and retrieval of relevant customer information. As a result, with customer details at hand, support agents can deliver more personalized support experiences.
Business value
Triple Innovations’ call center solution for Teva triggered a fundamental transformation in their customer support operations. Particularly, it delivered the following business values and competitive advantages.
- Business process transformation
The new solution has replaced outdated processes with a modern, scalable, and customized system that aligns with the client’s business needs. It streamlines workflows, improves case management, and has a positive impact on customer experiences.
- Improved customer service
As mentioned, efficient customer support plays a pivotal role in the pharmaceutical industry. The call center solution for Teva has not only elevated their customer support capabilities but also provided a solid foundation for their ongoing commitment to delivering exceptional service in the pharmaceutical industry.
- Facilitating global expansion
The team at Triple Innovations introduced configurable parameters so that the call center solution can be easily applied across various geographies.
This approach has not only streamlined the deployment process but it also means significant time and cost savings for future call center projects.
With each subsequent country integration, the implementation is simpler and faster, empowering Teva to expand their customer support reach with agility and effectiveness.
Let Triple Innovations Digitally Transform Your Business
Triple Innovations’ Salesforce Call Center Solution stands as a testament to their expertise in Salesforce and their capacity to revolutionize efficiency and customer experiences within the pharmaceutical industry. Its flexible nature enables customization of business logic and processes to meet the specific needs of clients from a broad range of industries. Triple Innovations delivers user-driven solutions easily adaptable by users to fit their unique business needs.
Still, this solution is just one example of Triple Innovations’ prowess, not only within the pharmaceutical sector but across various other industries.
Whether in healthcare, finance, retail, telecom or any other sector, Triple Innovations will create tailored software to accommodate the diverse requirements of your business. Contact Triple Innovations today to learn how they can take your processes and revenues to a new level with the power of technology!
