Prudential's call centers faced 45-minute hold times and overwhelmed agents juggling 10 legacy systems during the COVID-19 surge. They consolidated to Salesforce Customer360, cutting wait times and letting agents help customers faster with personalized service.
I love the rewarding feeling that I get when I am able to help a client who maybe didn't understand their policy as much as they wanted to. Hello and thank you for calling Prudential. My name is Travis. Anytime that I can really help them out feels really good. In March of 2020, the calls really changed. It went to more hard stuff. People being in the hospital, people planning for those funerals, people losing loved ones. There's only so many hours in your to be able to help people and there's going to be a need to have tears on some of these phone calls.
With folks having to work from home, our call center couldn't handle it and there's no worse time to be on hold than when you lose a family member.
We were up to 50, 60, 70, 45 minute calls sitting in queue. I felt like I was getting pulled from a million different directions and I could never get to the finish line.
We refer to it as the swivel chair. Our customer service professionals could have had as many as 10 different applications over while they were on the phone with our customers.
We had several legacy applications that were all siloed rigid and would not provide the scalability that we were looking for.
We brought this problem to Salesforce and they showed up.
Digital transformation. It's not an incremental effort to create the next generation experience for our customers.
Not only did Salesforce build what we needed within weeks, they also trained and upskilled my talent.
Their ability to learn the technology so quickly puts them back on the phones delivering phenomenal outcomes.
Customer needs have changed very rapidly.
Personalization is really key. We have a multi channel journey for our customers. It's really channel of choice.
The more we know about all the touch points they have across multiple lines of businesses, the better we can serve the customer.
With Customer360, we know the customer's needs before the interaction occurs. Helping our workforce turn from order takers. Fishing for why the customer was calling. To offer makers in a position to be proactive and meet those customer needs.
Having that single source of truth, I'm able to help more people each day more efficiently and I'm able to understand their story better.
Salesforce played a big part in allowing them to self serve and really set their own course.
The world is changing. People are more optimistic. The calls may not be as dire, but there's still a lot of important things to talk about to be there.
When people call to get them that digital experience that they really need, that they can trust that we're going to solve their problems. All ties back to that Rock of Gibraltar. Being that trusted advisor when you need us the most. Salesforce is with us to fulfill the mission. And if we can make lives better with our partnership, that, to me, is exciting.
