Cloud Extend Enables Scancom to Improve Customer Service Levels by 90%
Active Endpoints, Inc. today announced that Scancom Distribution Ltd., a leading B2B supplier of mobile handsets, airtime and data related telecom products, has reduced the time to resolve customer service issues by 90% by implementing Cloud Extend and Cloud Extend Mobile. Available for desktops, iPhone and Android smartphone users, Cloud Extend is a customization tool that gives business users the ability to visualize, create and modify their own wizard-driven guides, simplifying and automating daily work. This customization capability is achieved with an innovative, patent pending, design environment for business users, with no IT skills and minimal training, to use.
Previously, Scancom found their customer relationship management (CRM) was heavily data centric. Despite training, emails, and written procedures, trying to remember what to enter, where and in what circumstances, was frustrating its users and leading to inconsistent processes and poor data quality. Scancom continually tried to customize their CRM, by adding new tabs, layouts and fields. Frustration around the above issues caused Scancom to see if there were any solutions to address these issues.
Scancom quickly Discovered Cloud Extend revolutionized its CRM environment, which is based on Salesforce. For example, customer bill reviews became a simple two-step process that was natural and quick for the customer care agents to process. Armed with an account number, they retrieved the right account immediately. Then they simply clicked on the "Bill Review" wizard, created in Cloud Extend, in the Accounts tab.