Jamesfeed integratie in Salesforce D.m.v. een integratie met de Jamesfeed zien klantspecialisten direct in
Salesforce wanneer een er storing gaande is in het postcode gebied van de klant, dit door een duidelijke melding in de case
7
Internet
Service Cloud Route
Conversations
Setup Queues
Prioritize
Reply to SM via SFDC
Radian6
Listening
Monitoring
Social Command Center
Social Hub
Data Source Filters
Business Rules
Classifiers
Radian6 is used for global monitoring and listening. The tool is also used for business intelligence purposes.
The Social Hub is a business rule applica6on which forms an invisible bridge between Radian6 and the Salesforce Service Cloud. It enables KPN to automate several business processes.
• Service Cloud is used for case handling by the Social Care Agents and Specialists. It allows efficient and effec6ve case handling.
• Within the Service Cloud the Social Care agents use Cha6er. This enables efficient and effec6ve collabora6on between service departments.
Create Dashboards
Collaborate
Dispatching
Background
Social Narrowcasting • Direct customer feedback to
raise awareness • Department specific content • Continuous innovation to
always be one step ahead
• Rollout continues throughout 2016, including mobile Narrowcasting.
Location driven signaling • Pins are dropped based on
webcare data
• Built-in threshold shows percentage change per region
• Region specific posts, including actual content, are directly shown
The problem we encountered • Unexpected events can
disrupt infrastructure
• Legacy systems do not detect external causes such as power outages
• These external causes have a high impact on customer satisfaction