Q-assign for Salesforce

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

STEP 2:  PRIORITIZE URGENT CASES, INCLUDING THOSE BOUND BY SERVICE LEVEL AGREEMENTS (SLA’S)

In a rudimentary case assignment system, cases are often assigned by round-robin distribution, with each new case being assigned to a service agent in turn. This can work well in smaller teams, but in high volume environments it can wreak havoc. At busy times, queues can build up, and any cases that are particularly urgent, including those bound by SLA agreements, can be stuck in queues, waiting for an agent to be freed up.

In a high-performance team it makes sense to identify and prioritize urgent cases as soon as they arrive. An intelligent assignment app, like Q-assign, can do just that. Cases which are time-sensitive and/or SLA-bound can be identified immediately and routed to the best available agent (or a dedicated team) – instantly.

By prioritizing urgent cases, penalty clauses in SLA agreements can be avoided and, perhaps more importantly, team performance and customer satisfaction ratings can be boosted significantly.

STEP #3 – Automate case load-balancing

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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