Two crossed lines that form an 'X'. It indicates a way to close an interaction, or dismiss a notification.At the outset of COVID-19, customer-support calls to connectRN, a company that aligns nursing staff where they are needed most, more than doubled.
"Whether nurses need password help or are coming off a hard shift and just need someone to talk to, it's important for our customer-service team to be there for them," Matt Levesque, the CEO of connectRN, says. In addition, calls lasting a minute or less were often not captured, which prevented the company from accurately assessing its infrastructure needs.connectRN knew it needed to remove the friction in its call interactions to continue providing great support to people who needed it more than ever. Though the company was using Salesforce, it had not optimized the platform to help integrate voice and other service workflows.
"Instead of being concerned about how to move cases along, our service team members can be an empathetic ear and take as much time as a nurse or administrator needs to feel listened to and know their needs are being met," Levesque says.Using Service Cloud Voice, connectRN provided service representatives with a full view of customer information. The next step was finding a way to use it to boost business goals.
Analyzing data about daily and hourly call patterns led the company to make staffing more responsive and efficient. Deploying staff more efficiently allowed it to serve more customers.