Improving Service Operations with Salesforce Omni-Channel Routing
Challenge
Virgin Voyages faced critical service hurdles, including missed SLAs due to slow case resolution and poorly defined agreements. High escalation rates and "cherry-picking" of easy cases by agents hampered productivity. A highly customized environment with poor documentation made addressing root causes difficult, while segregated service channels increased downtime and frustrated the delivery of a seamless luxury experience.
Solution
Astound implemented a strategic service overhaul by segmenting the customer base and defining clear SLAs for each segment. The team introduced Salesforce Omni-Channel queue-based routing to automate case assignments based on existing logic. Additionally, Live Agent was integrated with non-real-time cases, allowing chat agents to remain productive during downtime by working on the backlogged case queue within a unified environment.
Results
- Improved case abandonment rate by 78%, dropping from 9% to 2%.
- Reduced the weekly backlog of unassigned cases by 90%.
- Cut untouched cases from a peak of 500 down to just 50 per week.
- Defined and enforced SLAs across segmented customer groups.
- Streamlined agent productivity through Omni-Channel routing.
