How your organization can create digital service transformation
What is the definition of excellent customer service? The short answer is making your customers happy. And companies that excel at their service experiences see revenue growth at 4%-8% above market. However, customer behaviors are also shifting as customers are no longer just contacting support when something breaks. Today, customers are reaching out via different channels for help on a variety of topics, and they expect fast answers and personalized care.
In our connected world, it is no longer enough for customer service to be simply reactive. Service representatives need to be empowered with information and tools to provide proactive and personalized service. To achieve these expectations, service organizations need to transform.
Why integrated data is the answer to providing superior service
Yet, according to Salesforce’s latest State of Service report, only 70% of service reps say they can find all the information they need to do their job on one screen. More often than not, customer information is dispersed between different systems like account information in ERP, order information in OMS, and customer information in homegrown databases. This problem continues to grow in complexity as organizations now have on average 900+ applications and it becomes increasingly difficult to have a single view of customers.
How to deliver a connected service experience
The power of MuleSoft and Service Cloud
MuleSoft’s Anypoint Platform enables organizations to synchronize data and automate transactions between Salesforce Service Cloud, ERP, and other third-party systems, whether on-premises or in the cloud. Service Cloud helps deliver customer success because it offers a unified workspace with the ability to have a complete view of the customer within one console. Together, MuleSoft and Service Cloud makes building that connected service experience easier, also driving increased customer satisfaction and new revenue streams.
Using an API-first approach
With new digital channels and high customer expectations, traditional methods of integrating applications using custom code are not fast enough to meet demands. MuleSoft recommends an approach called API-led connectivity, which uses APIs to connect and expose assets. The approach shifts the way IT operates and promotes decentralized access to data and capabilities, while not compromising on governance. APIs are used to unlock data from systems, compose data into processes, or deliver an experience. This API-led approach to integration increases agility, speed, and productivity needed in this new age of service.
The benefits of MuleSoft + Salesforce Service Cloud
- Enable on-demand single view of the customer by unlocking data across third-party systems directly with out-of-the-box connectors like ERP, OMS, and a library of Salesforce integration examples and templates.
- Increase agent productivity by integrating previous customer interactions into Service Console’s Lightning Flow to automate cases, work orders, and service actions.
- Engage customers through and across every channel by creating reusable APIs that are discoverable via Exchange, promoting faster integration to new channels like bots and AI.
Learning how to differentiate your service like UnitedHealthcare
UnitedHealthcare saw a 35% increase in customer satisfaction with MuleSoft
Due to staffing constraints and siloed data systems, UnitedHealthcare members were experiencing a highly disconnected patient experience. Seeing how frustrating this was for both its members and service reps, UnitedHealthcare used MuleSoft and Service Cloud to transform its member experience to deliver proactive, predictive, and personalized care. With MuleSoft, disparate record-keeping systems are now integrated, ensuring that everyone has a complete view of customer data, supporting more productive care management and provider collaboration. And with Service Cloud, UnitedHealthcare reps were able to be more efficient, focusing on personalizing care recommendations because they had access to all the information on a single workspace.
UnitedHealthcare is seeing a 40% increase in productivity, 5x faster response rate, and a 35% increase in customer satisfaction!
Want to find out more?
Check out our MuleSoft + Service Cloud 2-pager for a quick guide featuring our top product differentiators, business use cases, and customer stories. You can also watch our on-demand webinar, Building a connected service experience with Salesforce Service Cloud.