Use Cases | Vicasso

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Financial Services

Moving support teams off email and into Service Cloud

A rural credit provider transitioned its support teams into Service Cloud and eliminated most of the manual work it had been doing over email.

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Technology

Recovering 3.5 hours per agent per week lost to attachment clutter

A technology consulting firm automated removal of signature images and social icons across a support org where some cases carried more than 500 attachments.

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Telecommunications

Cutting response time 25 percent with color-coded case priority

A telecommunications company improved response time by 25 percent and scaled its customer care department by 50 percent.

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Technology

Making SLA breach risk visible before the breach happens

A sports technology platform gave agents visual warning of cases approaching an SLA breach, addressing a 60 percent miss rate.

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Healthcare & Life Sciences

Clearing a duplicate case backlog at a national health insurer

A health insurer reduced average handle time and response time by merging a backlog of duplicate cases that had accumulated during a period of high volume.

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Manufacturing

Deduplicating cases across 200 support mailboxes

An electronics distributor handling hundreds of thousands of support emails a month reduced duplicate cases created across more than 200 shared mailboxes.

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Healthcare & Life Sciences

Getting global support metrics for a validation services provider

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Financial Services

Addressing a 33 percent duplicate case rate at a payments gateway

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Manufacturing

Adding four apps to a petrochemical support operation

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Manufacturing

Deploying five apps to stop email threads from creating duplicate cases

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Technology

Reducing risk from low case visibility at a conversation intelligence company

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Technology

Ending conversation silos between a community portal and email

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Technology

Managing 700 outbound email addresses without the technical debt

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Financial Services

Surveying inbound leads as well as customers

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Technology

Giving leadership visibility into support agent performance

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Telecommunications

Capturing CSAT automatically across newly acquired businesses

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Financial Services

Freeing a voice-of-customer team from survey data management

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Construction & Building Services

Replacing third-party survey tooling and CSV exports

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Financial Services

Routing one customer request to four operational teams

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Healthcare & Life Sciences

Getting to one purchase order per case

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Manufacturing

Cutting clicks per email response in half

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Manufacturing

Reclaiming Salesforce storage consumed by email signature images

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Healthcare & Life Sciences

Clearing repeat social banners from clinical support cases

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Technology

Helping an understaffed team handle 120 cases a day

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Technology

Giving service managers real-time capacity and workload data

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Retail & Consumer Goods

Prioritizing a case queue after moving off inbox-based support

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Healthcare & Life Sciences

Supporting a formal SLA rollout with prioritization and reporting

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Technology

Reconciling duplicate cases that arrive minutes apart

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Financial Services

Automating duplicate merges for a technically sophisticated admin team

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Manufacturing

Decluttering a machinery manufacturer's case queue

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Retail & Consumer Goods

Removing manual duplicate cleanup from a consumer appliance support team

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Technology

Speeding up resolution when duplicates arrive from every channel

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Financial Services

Catching duplicate quote requests generated by automated email

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Real world examples of

Vicasso solutions

Featured

Moving support teams off email and into Service Cloud

Recovering 3.5 hours per agent per week lost to attachment clutter

Cutting response time 25 percent with color-coded case priority

Making SLA breach risk visible before the breach happens

Clearing a duplicate case backlog at a national health insurer

Deduplicating cases across 200 support mailboxes

More use cases

Getting global support metrics for a validation services provider

Addressing a 33 percent duplicate case rate at a payments gateway

Adding four apps to a petrochemical support operation

Deploying five apps to stop email threads from creating duplicate cases

Reducing risk from low case visibility at a conversation intelligence company

Ending conversation silos between a community portal and email

Managing 700 outbound email addresses without the technical debt

Surveying inbound leads as well as customers

Giving leadership visibility into support agent performance

Capturing CSAT automatically across newly acquired businesses

Freeing a voice-of-customer team from survey data management

Replacing third-party survey tooling and CSV exports

Routing one customer request to four operational teams

Getting to one purchase order per case

Cutting clicks per email response in half

Reclaiming Salesforce storage consumed by email signature images

Clearing repeat social banners from clinical support cases

Helping an understaffed team handle 120 cases a day

Giving service managers real-time capacity and workload data

Prioritizing a case queue after moving off inbox-based support

Supporting a formal SLA rollout with prioritization and reporting

Reconciling duplicate cases that arrive minutes apart

Automating duplicate merges for a technically sophisticated admin team

Decluttering a machinery manufacturer's case queue

Removing manual duplicate cleanup from a consumer appliance support team

Speeding up resolution when duplicates arrive from every channel

Catching duplicate quote requests generated by automated email