LinkedIP Selected To Deploy A Successful Salesforce CTI for Enel
An innovative and non-invasive CRM to VoIP Telephony integration was deployed for energy company Enel branch in Colombia.
In Colombia, ENEL uses a team of about 300 call center operators and a Salesforce CRM backend to provide customer care and sales experiences. However, challenges arise when an agent has to invest significant time to look up sensitive information of a particular customer or prospect. In this sense, a recent report by QGate Software shows that, without a Telephony to CRM integration, a customer representative may take above 40 seconds in average to retrieve the necessary information to successfully identify a customer and its journey and thus provide the required assistance; doing the math of the amount of calls received a day times the number of customer reps results in a high accountable non efficient time. With that objective in mind ENEL approached LinkedIP to design and deploy a customized Salesforce CTI solution.
LinkedIP's non intrusive approach to Telephony-CRM CTI solutions
One of the biggest challenges for the project was precisely the need of a solution that won't require the modification of the current service architecture or embedding 3rd party code and this goal was actually met. Miguel Licero, President of LinkedIP and designer of the solution said, "We were able to create a strategic solution that seamlessly connected with Salesforce and their VoIP phone system with absolutely no invasion on both ends." He added, "There were some concerns at the beginning when they asked us about the way we would interconnect all of the key components of their customer service ecosystem. We explained that our smart architecture allow us to connect to any CRM and to any phone system or call center platform without interfering or touching their core platforms."
The result of the implementation is a pop-up window that is shown to a call center's operator with critical and pertinent customer data. This data is presented even before an agent accepts a call so it's more context ready. As expected, a positive impact was seen right from the start of the usage of the solution.
Some of the most interesting results were:
About this innovation
Licero explained that unlike other solutions in the market his approach is different because a new architectural model was proposed. This model is completely passive with no 3rd party embedded code on both the CRM and the VoIP platform which helps security and privacy and also allows a more rapid deployment. Plinio Puello, a Doctor in Systems Engineering and researcher associated to Colciencias in Colombia has recognized this solution as a truly incremental innovation.