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Customized Sales Cloud PRM to streamline collaboration and Case Management system for faster issue management

About the Client

Client is a leading online lender exchange with a marketplace that connects consumers with lenders. 

Business Needs

They needed to setup a call center application, so that customer can interact with client's agent (partner) to connect them to the right lender. They also needed to track past history of callers.

Solution

Team utilized the Call Center feature of Salesforce along with integrating a Five9 CTI package(cloud contact center).

We utilized console view in Salesforce to provide the agent complete information they might need while interacting with customer.

Lenders can now run their business from their phone. They can Quickly connect to the leads, data, and support needed to drive sales.

Agents can now identify caller and provide personalized information while communicating overthe call. They can also track down past conversations to avoid repetitive asks for the caller.

Benefits

At the end, the agent and lenders now have a one stop shop to find everything they need to improve their productivity and close the sale.

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