Lost or Stolen Credit Card Request
Call centers are flooded with hundreds, if not thousands of calls each day. The average call center agent will take between 40 and 50 calls each day. For banks, some of those calls may be a request for a lost or stolen credit card.
In order for a bank agent to complete this type of request, they must interact with three different systems manually. First, the agent creates the “case” within Salesforce Service Cloud and authenticate the user’s ID and the call. The agent uses the account ID to pull up their data profile from a second legacy system, which needs to be transferred to the service cloud screen. Finally, the agent uses the customer data to order a new credit card through a third party system.
Using Automation Hero’s Salesforce Service Cloud native integration, all applications required to complete this request can be easily automated within a few clicks from directly within the Service Cloud.
This greatly shortens agent call times and the clicks required to complete this customer request.