ChallengeTo reach customers when and where they are, provide a seamless customer experience through CRM integration, and increase productivity
SolutionVonage Contact Center for Salesforce
ResultsIncreased productivity by 40%, created a streamlined, flexible customer contact process and provided a customizable, memorable customer experience
Automated, Integrated Systems Lead to Productivity
After making an investment in and commitment to the Salesforce CRM, it was important to find a contact center solution that integrated with Salesforce in a native way, making life easier for the agents.
“We didn’t want a system that requires our agents to open another application. Now, when we log in to Salesforce, we log in to Vonage. The information that is set up through the Vonage platform, that's captured on each customer lead or prospect profile in Salesforce because the systems are linked. They're connected,” explains Baucham.
“The seamless integration of Vonage and Salesforce works really well for us because it provides for greater efficiency and streamlined processes. When a call is logged, that activity is captured on the detail of the activity page. Those call recordings are there. If I wanted to review, and train, and coach my team on what they could have done differently with a call, it's there. If I want to know whether or not a customer has read an email, it's there. All of this crucial information is captured through Vonage, into Salesforce and it's really the perfect marriage.”
Put simply, automation and streamlining of processes give back time to agents. Time that can be spent on the phone with customers and prospects, time spent building pipeline, time spent providing the kind of customer support that Farmers Insurance agents are known for.
“Moving to Vonage has saved us a lot of money and a lot of time. By allowing the brilliance of Salesforce to work with the efficiency of Vonage, my team is able to work smarter, not harder,” said Baucham. “Now we have more time to focus on driving sales, building rapport, building a pipeline, managing our customer interactions and ultimately providing a great customer experience.”
Connect with Customers When and Where They Prefer
Customers today expect to communicate with companies when they want, in the mode that they choose, wherever they are - and they won’t accept it any other way. With Vonage Contact Center, the Baucham Group team puts the power into the hands of the customer - they can choose to wait on hold, to schedule a call back at a specific time that works best for them or to communicate via email/text.
“We understand that customers have busy lives and don’t want to just wait around for their insurance agent to call. Using Vonage Contact Center for Salesforce, we can build reliability and stability into our customer connections,” Baucham explains. “And that’s huge - it matters to our customers that when we say we will contact them at a certain time, the phone rings at that time. As an insurance agency we need to project that kind of security and support in everything we do. It’s crucial that we are meeting the customer where they are, how they want to do business, and when they want to do business.”
Ensuring a Great Customer Experience
Everything that Vonage has allowed Baucham’s team of Farmers agents to do has ultimately improved their customer connections - and that’s by design.
“Customers today have a lot of information at their fingertips and a lot of options when it comes to insurance,” said Baucham. “Providing a great customer journey can make all the difference, and we need to be doing that at every touchpoint, on every channel. Vonage and Salesforce empowered me to not only give my team the tools to be successful, but to also give our customers an excellent experience.”
Discover how Vonage Contact Center can provide your agents and your customers with next-level communications.