Multinational energy company improves customer experience

with live chat and faster sales operations

Overview

A British multinational petroleum company wanted to update functionality and data models to better serve their customers and internal teams by using customized workflows and configurations to their Salesforce instance.

The Challenge

The company was rolling out new functionality to better serve customers in real time via live chat, as well as provide additional capabilities for sales teams. In particular, they wanted to enable a better customer experience so that when a user engaged in live chat with an agent about a product issue, the customer information would be pulled from their profile to better assist the live agent, or in cases where no live agent was available, automatically create a ticket for support teams to track and follow up with the customer. This data would automatically be pulled and synchronized with the corporate Salesforce instance deployed and shared across multiple business units.

The solution would have to take into account several use cases, including new leads captured into the system, as well as existing customers data to service efficiently.

How It Was Solved

The Sphere team needed to develop new data models to map the interactions between external product systems for charging, existing customer data, and support requests via live chat, using Salesforce Service Cloud. While Salesforce has baseline live chat functionality, the Sphere team needed to expand this to fit the data management requirements for the specific use cases the client needed. They developed the data models, as well as custom code with Apex and JavaScript.

If the incoming chat communication was from an existing customer, the system would pull information from the customer profile in real time so the chat agent could better understand the customer’s previous communication as well as product profile, as well as create a case profile to add to the customer profile. Additionally, new contacts that were not yet customers would be created as a lead, to be serviced via the Marketing team via Sales Cloud.

The Results

The rollout of the update for our client has resulted in noticeable speed improvements in how agents respond to customer cases, and integrated real time information has vastly improved the customer experience since new support requests have the benefit of historical information in context to the profile.

Our client has seen great success with this project, and has prompted the customer to ask us to help improve and automate their sales quoting process (Configure-Price-Quote “CPQ”) in Salesforce Sales Cloud, and we look forward to helping our client in future Salesforce projects.

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Lee Ebreo

VP of Engineering at Credit Ninja

These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.

Selah Ben-Haim

VP of Engineering at Prominence Advisors

Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).

Ben Crawford

Senior Product Manager at Enova Financial

I would expect to be delighted. It's been a really positive experience, working with Sphere, and I would expect you to have the same.

Mark Friedgan

CEO at CreditNinja

Sphere consistently prioritizes the needs of their clients, demonstrating both agility and teamwork. As an offshore team, they have been an integral part of our organization and we plan to continue growing with them.

René Pfitzner

Co-Founder at Experify

Sphere provided excellent full-stack development manpower to augment our team and help push our product forward. They are easy to work with, tech-savvy and proactive.

Bruce Burdick

Chief Information Officer at Integra Credit

We've been working with Sphere and its excellent consultants since our founding. I've found that they are true partners in the success of our business.

Jemal Swoboda

CEO at Dabble

The resources and developers that Sphere Software provides are skilled and have the required technical expertise, but more importantly, they have helped us build a culture of excellence within our team.

Arthur Tretyak

Founder and CEO at IntegraCredit

With Sphere, we were able to migrate in half the time it would take to train an additional FTE… and for a fraction of the cost. Our experience with Sphere has been exceptional.

Lee Ebreo

VP of Engineering at Credit Ninja

These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.

Selah Ben-Haim

VP of Engineering at Prominence Advisors