Q-assign for Salesforce

8 STEPS TO A STATE-OF-THE-ART SERVICE TEAM

STEP 5:  AUTOMATICALLY RE-ASSIGN CASES WAITING IN QUEUES TO AVAILABLE SERVICE AGENTS

In a busy service team, bottlenecks can develop very quickly. Where inbound case volume is high, cases can get stuck in queues, waiting for their allocated service agent to finish processing the previous case (or the one before that). But slow response times can undermine customer satisfaction. If cases are not responded to in a timely manner the potential for escalations and complaints can increase dramatically.

In a high-performance service team, dynamic assignment rules are used to constantly check on queue times and agent workload. Q-assign can be configured to automatically re-assign any case which has been waiting for X minutes – or even X seconds. So, when an agent becomes overloaded, any cases stacking up in his or her queue can be automatically re-assigned to available agents. Where there are multiple available agents available, Q-assign can match the case to the best-qualified agent, based on configurable case and agent attributes.

By minimizing queue times, and therefore response times, lead throughput can be maintained, productivity optimized and overall team performance maximized.

STEP #7 – Match cases to agents on skill and experience

Q-assign, the world’s most powerful lead & case assignment app, is 100% native to Salesforce and is helping Salesforce organizations around the world to completely re-build and re-motivate their sales and service teams. Q-assign has a 5-star rating on the AppExchange.

GET HELP WITH AUTOMATED CASE ASSIGNMENT

Q-assign for Salesforce, our powerful case assignment app, is available to download on a FREE 30-day trial from the AppExchange.  We offer a FREE Consultation and a FULLY MANAGED POC*.  Contact us today for a demo and an informal chat about your use case.
*POC – Proof Of Concept

Technical Questions?

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THE 8 STEPS

Introduction
8 Steps to creating a state-of-the-art Service team on Salesforce (in 30 days)
  1. Assign cases automatically in Salesforce
    Shorten response times, increase productivity & performance, reduce manual tasks
  2. Prioritize urgent & SLA-bound cases
    Assign most important cases to best available agents to optimize results
  3. Automate case load-balancing
    Balance agent workloads automatically using load points, scoring, weightings, caps & case quotas
  4. Assign cases to logged-in agents only
    Assign only to available agents to increase throughput and overall performance
  5. Automatically escalate difficult cases
    Where a case becomes difficult and hard to resolve, automatically notify or escalate to managers or supervisors
  6. Re-assign cases waiting in queues
    Where a case is queuing longer than X minutes, re-assign automatically to another agent
  7. Match cases to agents on skill & experience
    Increase conversion rates, throughput & performance by matching lead attributes to rep capabilities
  8. Reduce & simplify assignment rules
    Empower managers, break the dependency on IT, reduce Salesforce overheads
Once in a while you come across a solution that meets your exact needs, and does not cost a fortune. This is one of those few.  We were able to see immediate ROI after the first day of using this, in the form of man hours saved for lead allocation and management.
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