Platform
Web | Mobile
Industry
Telecommunication
Country
USA
Service
Customer support
Reducing Telecom call volumes with Salesforce
A robust customer support framework that blends automation, self-service, and unified case management for better outcomes.
Lumen Technologies, a leading telecommunications provider, was grappling with a surge of customer support inquiries coming in from multiple channels.
Their traditional processes made it challenging to track interactions, manage timely responses, and gain visibility into case progression. The lack of structured reporting and overwhelming call volumes were directly impacting service quality and agent productivity.
Client’s problem statement
Overwhelmed by call volumes and limited visibility into customer support operations
Lumen Technologies was facing a surge of customer support inquiries pouring in from multiple channels, with phone calls dominating the mix. Their support team found it challenging to track interactions effectively, respond on time, and maintain clarity on case progression across the board.
The absence of structured reporting made it difficult to identify service bottlenecks, while skyrocketing call volumes only added to the strain. The client needed a modern solution that could deflect routine inquiries, automate basic interactions, and provide intelligent case tracking—all with the goal of boosting agent productivity and enhancing customer experience.
Challenges
Overwhelming inbound call volumes without effective self-service options
Difficulty tracking multi-channel interactions and follow-ups
Low visibility on case progression and service bottlenecks
No structured reporting to measure support performance
Agents switching between multiple screens, leading to high handling times
Solution
Deployed Einstein Bot to handle routine customer inquiries and guide users to self-service resources.
Embedded Salesforce Knowledge articles on the website to reduce dependency on agent assistance.
Integrated Genesys Telephony for callback requests and improved call flow management.
Built a unified agent interface to manage calls and cases on a single screen.
Implemented Custom Actions and database actions to automate repetitive workflows.
Rolled out dynamic reporting dashboards to monitor call deflection and service performance in real-time.
Features
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Design
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Tools & Technologies
Experience Cloud
Service Cloud
Einstein Bot
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