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A payments gateway where up to half of all cases were duplicates reduced duplicate volume, automated status changes, and added NPS measurement it did not previously have.
A payments gateway estimated that between a third and a half of its cases were duplicates.
The team also created Salesforce contacts manually, had no NPS measurement, could not automate case status based on activity, and could not suspend a case when a customer stopped replying. Email composition lacked text formatting.
Email to Case Premium handles formatting, contact creation, and status automation. Case Merge Premium detects and merges the duplicates. Case Flags manages prioritization. Simple Survey provides the NPS visibility the team was missing.
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