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Digital Transformation of customer enquiry form

How Brooke supported a regulatory organisation through the first phase of their digital transformation by upgrading their customer interface and improving responsiveness through their Salesforce CRM implementation.

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The Problem

Our client is the regulator of a key profession for the Victorian Government. They needed to update their online customer enquiry form to improve the experience for their customers by:

  • Providing faster enquiry resolution;
  • Removing manual inefficiencies;
  • Providing the ability to auto-route enquiries to specific teams or roles; and
  • Enabling more accurate and timely tracking and reporting of enquiries.

Thinking Differently

After developing the proof of concept with the client, Brooke configured the Salesforce platform to deliver the upgraded web form and knowledge base to deflect enquiries for the customer, whilst providing the enquiries team with the streamlined response processes and enhanced reporting abilities.

We collaborated with the client to deliver the solution within a tight time frame, ensuring effective integration between the client’s customer databases and Salesforce using MuleSoft to deliver a seamless solution. The enquiries team now have access to the right information at the right time, and are enjoying their new workflow-driven enquiry process.

Salesforce Products Implemented

  • Service Cloud
  • Experience Cloud

Meaningful Results

  • Increased speed and efficiencies dealing with and resolving enquiries
  • Optimised analytics and reporting
  • Compliance with relevant policies and regulations, particularly privacy and data security

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