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A packing and moving company delivers relocation service to customers across various locations. Using customer service software, they efficiently log every incoming request and assign an agent to inspect the location. However, upon customer sign-up, details related to the consignment are recorded in spreadsheets, creating data silos and hindering the ability to link all relevant information for a specific consignment.

This impacted staff coordination and ultimately reduced service efficiency.

To ensure smooth operation, the company decided to include custom modules in their customer service software. Specific modules were created for each process, such as:

Along with this, a workflow was set up to notify the manager and customer service agents of the low vehicle count.

A customer seeking a moving service for their relocation, contacts the moving company. The agent in charge, after comprehending the customer's needs, searches and assigns an inspection agent operating around the customer's locality directly from the ticket screen. This efficiency is achieved because the tickets module is connected to the inspection agent module through look up fields.

After the inspection and order confirmation from the customer, the agent can effortlessly link modules like driver details, vehicle number, the warehouse closest to their location, and relevant staff to the same ticket, creating a comprehensive overview. If the vehicle availability goes below 3 after this booking, an alert is automatically triggered to the manager and agent to plan for future bookings accordingly.

Incase the customer faces an unforeseen emergency, the agent can swiftly contact the driver through the details associated with the ticket and reroute them to the nearest warehouse. With a tap, the agent can reschedule the delivery for preferred date, ensuring a seamless and stress-free experience for both parties.

An elementary school previously relied on manual processes, and as a result faced challenges when parents experienced bus delays during pick-up and drop-off. Providing updates became cumbersome, consuming the admin team’s valuable time and causing anxiety for parents.

With custom modules, the school transformed its communication landscape. They created these modules to organize and store important information right within their customer service software.

This comprehensive data allows the school to address various situations effectively:

Student illness: In case a student falls sick during the journey, the staff can contact the admin team to get help. The admin team can go through the student profile, check the medical history associated, and contact parents without having to search through information in different files. Moreover, the team can also direct the driver to the closest hospital in case of emergency.

Drop-off point changes: Parents wishing to alter a child's drop-off location can raise a request to the admin team. This information can be further communicated to the necessary people by checking the associated details with the students module like driver, staff, and teachers details.

A pet insurance provider often receives inquires about insurance types and claims. This results in agents spending considerable time manually searching for data stored across different applications or paper documents. This limits the time available for personalized customer service.

Centralizing insurance data using custom modules can significantly reduce resolution times. The insurance company implemented custom modules to organize its data in the following manner:

In this scenario, the "Insurance Details" module is visible only to the support department, while the remaining modules are accessible to all departments within the organization.

When a customer asks about specific insurance details, the agent can get all of the relevant data from the pet insurance module. If the customer decides to proceed further with the process, all information, like the pet’s details and medical history, can be associated with the owner details.

Furthermore, in the case of a customer seeking to claim insurance benefits, the claims department can use custom modules to store information in the following manner:

This information is only visible to the claims department and can be associated with the existing medical history, owner details, and pet details. This centralized data allows agents to speed up the claims process while saving customers time and efforts from repeating the same information over and over again.

A web hosting provider is known for providing efficient service across various channels—email, live chat, and even WhatsApp. However, with web hosting services, time is of the essence, as website performance directly impacts a business's operations. But due to information being scattered across applications, there's often a delay in delivering service on time.

The provider recently chose to implement custom modules to bring all of the information within their customer service software to deliver quick service. They stored the following information within each module.

Now, when a customer raises a query regarding website slowdown and performance issues—often accompanied by software version details—the agents can access all of the relevant information related to the software version effortlessly. This includes a comprehensive list of supported plugins and integrations for each version. Armed with complete context, agents can now focus solely on resolving the issue without wasting time gathering disparate information.

A hospital that offers consulting services faced a challenge in providing a seamless patient experience. Their existing customer service software allowed patients to ask various questions; however, the information available to agents was often limited.

Using custom modules in their customer service software has helped them streamline the patient experience. They created the following modules:

When a customer asks about a certain test, the agent can provide all of the details at once without having to switch between applications. Furthermore, the agent can suggest appointment hours based on technicians' availability. With only 5 slots left for the day, agents are automatically alerted to ensure optimal scheduling and prevent customer wait times.

Along with this the agent can provide details like locations in which the tests are available, and the technician to contact by going through the associations created between these modules and book customer appointment accordingly. After the results have been shared, the customer service representatives can now guide patients to the right specialists by checking the test module associated with doctor module. This eliminates the need for patients to navigate the system independently, ensuring they connect with the appropriate doctor within the same hospital.

A real estate agency mainly focused on residential properties, stored all property details in brochures or folders, which made it difficult to find the required information quickly.

The agency implemented custom modules to address this challenge. These modules allow them to store data in separate categories and easily link related information for quick access. They created modules for:

When a customer requests a property tour, the assigned agent can schedule a call and share crucial information like available mortgage lenders, insurance options, and the property's maintenance details.

To personalize the experience further, the agent can also share details like waste management vendors, cable service providers, and internet vendors. These can be linked with the property details module for easy accessibility. This ensures the agent has all of the information readily available to assist their customers.

Furthermore, if the same customer raises a maintenance request later, the agent can quickly check the appliances covered under the maintenance plan and assign the appropriate field staff, streamlining service operations.