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