About the client
A prestigious university in Los Angeles with a century-long history of exceptional academic programs and groundbreaking research endeavors, it is widely regarded as one of the world’s top institutions for higher studies.
Client challenges
The absence of a system to track financial transaction queries resulted in disorganized records, delayed responses, and increased client record maintenance errors. This approach made it difficult to identify trends or patterns, hindered improvements, and potentially impacted customer satisfaction.
LevelShift created a centralized ticket management system with Salesforce Cloud that enabled the client to track their financial transaction queries and perform all the query-related tasks on an integrated platform.
Solution
LevelShift implemented a centralized case management community to streamline customer query handling, improve operational efficiency, and enhance service quality. The solution included:
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Improved query tracking and management: Enabled staff to create, view, and manage cases efficiently.
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Automated query allocation: Queries were automatically assigned to specialized customer service personnel, optimizing operations.
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Faster and more precise resolution: Staff could resolve queries quickly and accurately, leading to higher service quality.
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Enhanced operational efficiency: Centralized processes reduced manual effort and improved overall query management.
Benefits
LevelShift’s centralized case management community transformed the handling of financial transaction queries, improving efficiency and user experience. The benefits include:
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Streamlined query management: Users can now create, edit, maintain, and track financial transaction queries in one centralized system.
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Reduced reliance on email: Queries previously handled via email are now managed directly within the platform, minimizing errors and miscommunication.
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Improved operational efficiency: Centralized tracking ensures faster, more organized resolution of queries.