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Improved productivity and support processes of an online gambling company
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A French online gambling company founded in 2005 that offers sports betting, online casino, and online poker. Driven by love of gambling, the company aims to offer the most entertaining gambling experience possible on its markets via easy-to-use, interactive and innovative mobile apps. The business is divided into two divisions: France and International. Company size: 800 employees.


Client
  • Service Cloud
  • Embedded Service
Salesforce Solutions
  • Online Gambling
  • Casino
  • Lack of Service Cloud functionality for customer communications and request processing
  • Outdated chat interface
  • Lack of automation of service agent allocation, these actions were performed manually
Industry
Challenges Outline
>1,5 years
Duration
1 Salesforce Developer
Vimera Team

Omni-Channel

Web Chat

User Interface

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Business Goals
  • Increase productivity of service agents
  • Maintaining and optimization of operational processes
Challenges
Solutions
The client required maintenance and improvement of their existing Service Cloud functionality. A crucial aspect of the service work is the processing of customer requests by service agents using the Omni-Channel, mainly through service channels such as Email and Web Chat. The existing logic, designed primarily for processing cases and chat sessions, required fixes and ongoing improvements, as well as the implementation of new functionality.

To collaborate with customers via chat, the client used Live Agent chat. However, this chat operates in a separate browser window and has an outdated user interface.

The current organization of the service team required dynamic rotation of assigned agent skills and allocation of agents to different groups at specific time intervals. These actions were performed manually by the system administrator and required automation.
We systematically made fixes and improvements for the existing flows, Apex logic, and Lightning Components along with the implementation of additional features.

Vimera's developer contributed to the transition from the Live Agent chat to the modern Embedded Chat by configuring the Embedded Service and also implementing the interface and logic for pre-chat form using Lightning Web Components. The existing interface of a post-chat survey has been adapted for the embedded chat as well. In addition, comprehensive consultation and support has been provided to the Client's team of developers to integrate the Embedded Chat on their websites.

We have implemented a robust scheduled Apex Logic allowing for seamless rotation of service agents across support groups and the assignment of different skills for certain periods of the day or week.

We consistently provided comprehensive assistance and handled requests from various departments.

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3
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Results
Ongoing fixes and enhancements to existing functionality, primarily consisting of flows and Apex trigger logic, significantly improved support team satisfaction and overall productivity.

The client was able to use the Embedded Chat with a better user experience along with built-in support of extra features to process user requests by the support service.

Manual operations related to organizing the support team were substantially reduced.

Improvements to the post-chat survey functionality and user interface enhanced the collection of relevant feedback data regarding the support service’s performance.
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Testimonial
They are very easy to work with and always open to discussion, even when the questions asked are beginner's level. They adapt well to their partner. They understand the requirements quite fast as well, and I don't remember that I had to wait too long before I get an answer.

We had different consultants in the past, but Vimera is the best because it cumulates several very core aspects, like advice quality, speed of answer and clarity. They also don't try to over-sell their service, which is a common practice in Salesforce eco-system: they will do what you need based on your requirements, it's very straightforward.

The person in charge of our project at Vimera was Vladimir, who is excellent because he has got soft skills and technical skills, which is rare and enjoyable on a daily basis.
Clement Debrueres-Bartoli
Head of Workforce Planning
Malta

Discuss your task with our team
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