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Automation for Customer Services and Support Operations
Customer Service and Support is a major differentiator and competitive advantage in some cases for organizations looking to attract new customers and maintain their current clients. A software company decided to offer a new perk for their customers by creating and running a customer success/support team responsible for working with customers to ensure they are using their software to its full potential. The problem with this concept originally was that over 40% of the success/support team’s time was spent uploading customer lists into internal accounts and sub-accounts and then mapping the customer segments to the correct workflow. This left only about half of each day to be spent actually assisting customers directly and ensuring they’re fully using their software. In order to free up the customer success/support team’s time to actually increase the customer’s value of the tool the organization turned to OpenBots RPA to help them create a solution.
Using OpenBots Studio the organization created a bot to receive incoming customer lists from a dedicated email address, save it to a shared drive, and log into internal systems to upload the lists. From there, the bot was able to assign the correct customers to each sub-account and map them into the appropriate customer segment workflow.
The Software company also leveraged OpenBots Server to schedule the bot to run the process at midnight each day so that the newly uploaded and segmented lists would be ready at the start of the success/support team’s day.
This solution allowed for the success/support team to reach out to the newly added customers first thing in the morning and spend their full day directly interacting with customers. Not only did their customer satisfaction score go up, the team was able to focus on each customer specifically reducing turnover and client losses. The automation saved the software company $135,000 annually.
