To expedite customer requests and extend its real-time customer self-service capabilities, ENGS Commercial Finance leveraged the power of the Salesforce Cases tool to create a portfolio of online forms that address common customer requests and interactions on its website.

These forms eliminate extraneous time spent on the phone or sifting through unformatted and detail-light email requests that cause delays for both support representatives and customers. The forms also accelerate task-completion and greater efficiency on the part of customer service teams. ENGS’s integration with the Salesforce platform includes an integration with third-party live chat capability during business hours, broadening real-time customer communication options.

In addition to allowing website visitors to submit questions and requests instantaneously, Salesforce Cases streamlines customer experience (CX) by automatically routing, tracking and processing customer forms related to online account and mobile app access requests, leaving ENGS reps free to handle intricate customer issues that demand a human touch. Salesforce Cases works in conjunction with ENGS’ customer data visualization project, leading ENGS to a far better understanding of its clients’ essential account needs.

“Since the integration of this CX digital solution, we have already realized efficiency gains by 50% in our responsiveness to customer inquiries and requests,” Brian Kerrins, vice president of portfolio management at ENGS Commercial Finance, said. “This is another successful demonstration of the ENGS commitment of leveraging technology and continued adoption and integration of products that provide service to our customers and vendors.”

Salesforce Cases provides enhanced case management functionality across multiple ENGS business units. The platform’s rules-based automation not only facilitates the processing of inquiries and requests, but it also offers a tracking and reporting framework that has allowed ENGS to evaluate a series of metrics, identify operational inefficiencies and optimize CX with ongoing strategic improvements.