Vonage Case Studies Vonage Salesforce Integration Enhances Customer Experience for Solarity Credit Union

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	Vonage Salesforce Integration Enhances Customer Experience for Solarity Credit Union Vonage

Vonage Salesforce Integration Enhances Customer Experience for Solarity Credit Union

Vonage

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries	Finance & Insurance
Services	System Integration
Challenge	Solarity Credit Union, a financial institution that heavily relies on digital home loans completed by contact center agents, was facing a significant challenge. The credit union needed its agents to complete every member interaction on a call from a single platform on a single screen. This requirement was crucial to ensure seamless communication and efficient service delivery. However, the existing system did not provide this level of integration, leading to disjointed customer interactions and potential inefficiencies in the service delivery process. Read More
About Customer	Solarity Credit Union is a financial institution that offers a range of services, including digital home loans. These loans are primarily managed and completed by contact center agents, making their role crucial to the business's success. The credit union places a high emphasis on customer experience and efficient service delivery. Therefore, it was essential for them to have a system that allowed their agents to manage all customer interactions from a single platform. The integration of Vonage's Contact Center with Salesforce was a strategic move to enhance their service delivery and improve the overall customer experience. Read More
Solution	To address this challenge, Solarity Credit Union turned to Vonage, a global business cloud communications leader. Vonage offered a solution in the form of its Contact Center, which is deeply integrated with Salesforce. This integration meant that Solarity's contact center agents could now have a 360-degree view of the customer, all from a single platform and screen. The Vonage Contact Center with Salesforce integration provided a unified platform that allowed agents to manage all customer interactions efficiently and effectively. This solution not only streamlined the process but also enhanced the overall customer experience. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Finance & Insurance

Services

System Integration

Challenge

Solarity Credit Union, a financial institution that heavily relies on digital home loans completed by contact center agents, was facing a significant challenge. The credit union needed its agents to complete every member interaction on a call from a single platform on a single screen. This requirement was crucial to ensure seamless communication and efficient service delivery. However, the existing system did not provide this level of integration, leading to disjointed customer interactions and potential inefficiencies in the service delivery process.

About Customer

Solarity Credit Union is a financial institution that offers a range of services, including digital home loans. These loans are primarily managed and completed by contact center agents, making their role crucial to the business's success. The credit union places a high emphasis on customer experience and efficient service delivery. Therefore, it was essential for them to have a system that allowed their agents to manage all customer interactions from a single platform. The integration of Vonage's Contact Center with Salesforce was a strategic move to enhance their service delivery and improve the overall customer experience.

Solution

To address this challenge, Solarity Credit Union turned to Vonage, a global business cloud communications leader. Vonage offered a solution in the form of its Contact Center, which is deeply integrated with Salesforce. This integration meant that Solarity's contact center agents could now have a 360-degree view of the customer, all from a single platform and screen. The Vonage Contact Center with Salesforce integration provided a unified platform that allowed agents to manage all customer interactions efficiently and effectively. This solution not only streamlined the process but also enhanced the overall customer experience.

Impact #1	The integration of Vonage Contact Center with Salesforce resulted in a better customer experience for Solarity Credit Union. With a full integration of Salesforce, the contact center agents now have a 360-degree view of the customer, enabling them to manage all interactions more efficiently. This unified platform has streamlined the process of handling customer interactions, reducing potential inefficiencies and ensuring seamless communication. The result is an enhanced customer experience, with agents able to provide more personalized and efficient service.

Impact #1

The integration of Vonage Contact Center with Salesforce resulted in a better customer experience for Solarity Credit Union. With a full integration of Salesforce, the contact center agents now have a 360-degree view of the customer, enabling them to manage all interactions more efficiently. This unified platform has streamlined the process of handling customer interactions, reducing potential inefficiencies and ensuring seamless communication. The result is an enhanced customer experience, with agents able to provide more personalized and efficient service.

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Overview

Vonage Salesforce Integration Enhances Customer Experience for Solarity Credit Union

Operational Impact