Esker is a global leader in document process automation, helping organisations around the world automate their manual business processes with a suite of on-demand solutions.
Esker needed to improve the experience of customers who call for technical support. Mathieu Labaune, Technical Trainer at Esker, says “Our customers really need to have quick answers regarding their cases. They need us to be quick to resolve issues. But our previous server-based system was out of date and made it difficult for us to deliver a great experience”. Although Esker had been users of Salesforce.com for some time, it was not linked to the server-based system, meaning agents wasted valuable time serving their 5,000 business customers.
Since using ContactWorld for Service, Esker has seen the following benefits:
- Average call handling time down by 25%
- Customer satisfaction has risen to 96%
- Number of missed calls has reduced to virtually zero