Sammons consolidated 18 separate applications into one contact center using Salesforce and AWS. New employees reach full productivity faster, costs dropped, and the company embedded AI to personalize customer interactions. Teams now access data in real time across both platforms.
18 applications
My job as a leader is to help educate our business leaders on the options to drive value. The great part about the Salesforce and AWS platform is I don't have to convince anybody the technology shows up and does the work for me. Sam has moved from 18 different applications to one unified contact center. With Salesforce and AWS, we needed to do modernization of a variety of different technologies and those were all different disparate pieces. We had a lot of people that were dealing with a lot of swivel chair. It did not create a good employee experience. Now when a customer calls in, the agent has a full view of the customer and full view of the issue, which means they're able to answer the issue more quickly and solve that problem. We are seeing massive improvements in not only employee efficiency, but also time to proficiency when we bring new folks on just by bringing a better quality digital experience to them. We've seen cost savings from a number of different angles in the total cost of ownership of the overall platform and the resources it takes to power it. This partnership has really helped us achieve three primary things. First, we improved the customer and agent partner experience. Second, we now have a unified vision on which everybody is working towards delivering value through the technology in the platform. And number three, we're utilizing a platform that isn't just a contact center. We can deploy Salesforce and Amazon's technology into parts of our business that aren't part of the contact center. Our customers, our agents, our distribution partners, they feel how our employees feel when they're dealing with them in a service experience. And so by improving that experience, we're going to improve their overall satisfaction.
We've really opened up seamless integrations and capabilities for our joint customers across Salesforce and AWS to simplify that approach and not compromise on trust and security. But being able to access data that may live in Salesforce and access it in AWS to be able to action seamlessly.
We're now able to focus on what matters to our customers and our distribution partners.
With this united solution, you're interacting with your customers at a new level. You are actually taking each and every interaction and tailoring it for each customer. At Salesforce, with aws, we realize that we need to embed AI into the contact center, make it super easy. That means that you can tap into AI to make your service teams more productive.
We're leapfrogging beyond problems that we were trying to improve just a year ago. Information before that we used to have to surface and make decisions about and then take action on and then measure again. We now can do that real time. We're more agile in our business management, which has been very, very helpful for us.
