Limited Ecommerce Functionality Turned Away New Customers
A national truck and trailer parts distributor had an ecommerce site, but the only people who could use it were established customers with monthly invoicing already set up. Adding each new customer required IT development effort, which brought the sales process to a halt. These delays and limited functionality, understandably, led potential new customers to go elsewhere.
To revamp the site into a quick, responsive, user-friendly experience for all customers, the client tasked CapTech with expanding ecommerce functionality to include anonymous customers and accept real-time payments. Using MuleSoft to connect different tools and systems together, we designed a modern ecommerce solution architecture that integrated ecommerce, pricing, ERP, and payment systems seamlessly across the entire company.
These integrations:
- Increased revenue by winning new customers while streamlining the process for existing customers
- Increased site uptime and responsiveness by using MuleSoft as an API gateway to the legacy on-prem ERP system
- Enabled IT to focus on high value-add IT efforts instead of non-value-add integration
Siloed Systems Led to High Call Center Volume and Expenses
Because customer service representatives couldn’t access all of a customer’s data in one place, the call center for a long-standing memorabilia manufacturer was bogged down in lengthy handle times, and call center expenses were increasing as staff needed to be hired and trained to provide customers with the support they expected. CapTech led a call center transformation effort to integrate disparate order, payment, and logistics systems using MuleSoft and centralized call center operations onto a single Salesforce Service Cloud org. This provided a “single pane of glass,” which provided customer service with all of the information they needed to assist the customer quickly, without having to access multiple other systems for each request. This also simplified the customer service representatives’ work, allowing representatives to be hired and trained more quickly and easily.
Additionally, by configuring computer telephony integration, representatives had actionable data right at their fingertips and could significantly expedite handle times. Important information was automatically presented to the representative right at the start of their interaction, and important context was provided from the IVR about what the customer had already done through self-service and where they had abandoned that process.
