Transforming Customer Service with Salesforce

Sygnia faced challenges in managing customer service across their rapidly growing business. With 19 Service Consultants handling over 600 email queries a day in the Retail Service Division alone, the company needed a solution that could efficiently manage communications, streamline operations, and improve response times. The existing system was unable to provide the level of service that Sygnia aspired to offer, which led them to partner with us for the implementation of Salesforce Customer 360.

By integrating Salesforce Sales Cloud and Service Cloud, we helped Sygnia create a single source of truth that unified their teams and provided a comprehensive view of each customer. This integration allowed Sygnia to focus on the customer, empowering employees with the tools they needed to respond more quickly and effectively to inquiries. The result was an optimised service experience that significantly improved operational efficiencies and customer satisfaction.

Enhancing Operational Efficiency with Service Cloud

One of the critical components of the implementation was the use of Salesforce Service Cloud’s email-to-case feature, which streamlined the management of customer communications. This functionality allowed Sygnia to efficiently log calls, create cases, and track inquiries, ensuring that customer issues were resolved promptly. The standardised communication templates and real-time dashboards provided by Salesforce enabled Sygnia to monitor their performance against SLAs and make data-driven decisions to enhance service delivery.

The implementation led to several key outcomes, including increased first-contact resolution rates, improved adherence to the 48-hour response SLA, and a more consistent client experience across all communication channels. The ability to easily create and maintain reports and dashboards further empowered Sygnia’s teams to track their performance and continually improve their service offerings.

Expanding the Impact of Customer 360 Across the Organisation

The success of the initial implementation within the Retail Service Division has set the stage for further expansion of Salesforce Customer 360 across all business and functional units at Sygnia. As the company continues to grow, the flexibility of Salesforce allows for the addition of new licenses and functionalities as needed, ensuring that Sygnia can continue to meet the evolving needs of their clients.

By adopting Salesforce Customer 360, Sygnia has positioned itself as a leader in customer service within the asset management industry. The improved operational efficiencies, combined with a heightened focus on customer experience, have enabled Sygnia to differentiate itself in a competitive market, earning the trust and confidence of its clients.