8 STEPS TO BUILDING A WORLD-CLASS CUSTOMER SERVICE TEAM ON SALESFORCE - IN 30 DAYS

Q-assign for Salesforce

  • 100% native Salesforce app
  • Dynamic case assignment
  • Advanced round robin
  • Automated load balancing
  • Automated re-assignment
  • Match to best available agent

STEP

08

DRAMATICALLY REDUCE THE NUMBER OF ASSIGNMENT RULES, REDUCE THE DEPENDENCY ON IT AND EMPOWER YOUR MANAGERS

Some Salesforce organizations use legacy case assignment systems which are overly complex, difficult to manage and costly to maintain. It’s not uncommon to have hundreds or even thousands of assignment rules governing the whole case distribution process. We at Ortoo have a customer who had over 100,000 hard-coded assignment rules in place, before they implemented Q-assign – we kid you not.

Businesses which are reliant on such antiquated assignment systems are at a distinct competitive disadvantage. They are unable to adapt assignment rules quickly to deal with a changing economic landscape. They are unable to efficiently onboard new employees. And they struggle to deal with the off-boarding of ex-employees. Such a scenario brings with it a high dependency on IT and a very high overhead.

An intelligent assignment system such as Q-assign, can sometimes consolidate thousands of static, hard-coded assignment rules down to a single dynamic rule. And when you have very few dynamic assignment rules, these can easily be managed by sales managers and supervisors, breaking the dependency on IT.

Armed with a dynamic assignment system, management teams can react much more quickly to situations, enabling them to boost case throughput, shorten response times and maximize performance – whilst simultaneously helping to control or reduce the Salesforce overhead.

Oh, and that customer who had over 100,000 assignment rules? Now they have 3. Win, win, win.

STEP #1 – Assign cases automatically in Salesforce

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?

ask@ortooapps.com

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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