Leading Edge Communications is a fast paced Sales Channel Management company offering telecommunications sales and support services to some of NZ’s leading enterprise and SME organisations – keeping track of cases from over 200,000 customers needed more than inboxes.
With multiple service teams around the country managing over 200,000 customers Leading Edge needed to take their support to a new level to keep their competitive advantage. They could see a clear opportunity to create greater efficiency with deeper automation in case management. They also wanted to enhance their single view of customer with richer data on each case including prioritisation and more visible SLA’s for their teams to drive behaviour. The situation was not ideal with some cases taking 4-5 days to resolve and their current systems creating severe frustration with team members.
Working closely with Leading Edge, Davanti built an approach to the management of these cases by enabling the service console in their existing Salesforce solution. Setting up an automated approach with routing rules, SLA’s, approvals, alerts and short cuts. Critically, the solution moved information out of people’s inboxes and into the Service Cloud.
“When the Service Cloud was first rolled out, my team and I felt a big difference in the way we now use Salesforce. Suddenly, everything is so much easier. The console is more intuitive to use, and the Case Milestones motivate us to deliver well within our agreed SLA’s. We are now working completely within the Service Cloud for customer interactions. Gone are days of switching between our email and Salesforce.”
– Sara Price, Client Services and Operations Manager
There is now far greater information at the service reps fingertips with a complete view of each case and associated SLA in the service console. The Managers dashboards allow the team’s leaders to review progress on the move and jump in to help and guide if needed.
“I’ve never felt more in control and informed of my team’s performance on customer interactions. Service Cloud has given us a way to always stay on top of servicing our customers.”
– Dan Hill, Head of Mobile Fleet Management
The results for customers have been incredible, case resolution came down from 4-5 days to 2-3hrs and generated a 50% improvement in meeting targeted SLA’s. The use of the service console means greater collaboration between all parties and has turned a fragmented view into one of complete visibility. This ability to demonstrate their value proposition in a competitive market is proving to be a highly effective customer retention and acquisition tool. Equally importantly the solution has lifted team morale and lowered staff turnover.
BC&F Dentsu: A Moment Against Silence
We leveraged the All Blacks to reframe a moments silence to a moment against silence to get the nation talking about the national tragedy, which is the devastating suicide statistics amongst Kiw...
If there were a medal for being the most obese and overweight country in the OECD, New Zealand would get a bronze.
We were engaged from day one, as Calocurb’s brand, marketing and technolog...
BC&F Dentsu: Tower
Tower were seen as just another insurance company: traditional, painful and host to archaic claim systems. So Tower set out to make things simple. They simplified their process, customer intera...
BC&F Dentsu: Meridian
For over a decade, Meridian has been committed to providing renewable energy to Kiwis. However, with all energy brands vying to demonstrate their commitment to the environment our key point of ...
iProspect: Accor, Bidding Strategy Alignment
Helping a global brand adopt in a local market, and to compete against changing digital booking behaviour.
iProspect: Mercy Radiology
Being first in market to launch booking capability for medical imagery and screening. Helping Aucklanders find the right medical screens and scans, aiding them to speed up tedious booking proces...
Davanti: Auckland Council
Auckland Council services over one million people in the greater Auckland region through three primary customer channels – digital, person-to-person, and face-to-face interactions.
Davanti: Leading Edge
Leading Edge Communications is a fast paced Sales Channel Management company offering telecommunications sales and support services to some of NZ’s leading enterprise and SME organisations – kee...
Davanti: Ministry of Education
On behalf of the Ministry of Education, the Education Infrastructure Service (EIS) invests around $500m per annum in planning and delivering infrastructure services and facilities to New Zealand...
Transforming search and performance. Being efficient in bottom of funnel conversions to re-invest into long term business benefits.
iProspect: Les Mills on Demand
Locally driven technology product, pushed globally increasing expansion and driving growth
AMNET: Air NZ Queensland
Use of dynamic remarketing and granular targeting to drive engagement
WiTH Collective: ASB, True Rewarden
Turning a rewards scheme into a Kiwi icon for ASB.
Following the massive success of the first campaign, we brought the True Rewarden back to continue her mission to get more Kiwis rewarded.
Carat: Holden, Putting women in the drivers seat
Car buying, and especially when it comes to traditional, large engine cars such as Holden's, has long been seen as the domain of men. We set out to change that stereotype and deliver fantastic s...
Carat: Air New Zealand, A Fantastical Journey
The safety video is usually the least-interesting part of a flight. Air NZ needed theirs to be engaging pieces of content on and off the plane.
Vizeum: Fletcher Building, Intercepting Tradies
We turned a brand that was originally created as a pilot into a permanent reality and helped change the building supplies landscape in NZ forever.
Isobar: House of Travel - Better Bucket List
In line with House of Travel’s above-the-line brand launch (Better Together) we invited the nation to Get A Better Bucket List. The campaign centred around an intuitive and intelligent microsite...
MKTG: Auckland Homeless Count
MKTG facilitated the first Auckland-wide Homeless Count. On one night in September 2018 the count covered nearly 5,000 square kilometres of Auckland, required 8 sub-regional hubs and more than 1...
AMNET: Heineken 0.0%
Use of cross channel targeting to maximise exposure to users' mental availability for the launch of an exciting new product
Carat: Metlifecare, Bringing life to Retirement Villages
Retirement villages. Moth-ridden, smell like cabbage and jammed with tea drinking old people. Right? Wrong. But this was the perception for Metlifecare, NZ’s third largest retirement village pr...