Managing multiple apps and workflows while interacting with customers.
Streamline communication, decrease processing time, limit customer redundancies and delays.
This sounds like a simple change moving from one interface to another, but this would mean rewriting over 40 custom add-ins and multiple integrations to work with a web browser instead of .NET.
The resolution from OpenMethods
An effective process is necessary.
OpenMethods took several applications and datapoints into a seemless automation.
Enhancing customer & agent interactions
Higher eNPS & CSAT!
After the implementation of OpenMethods, customers saw immediate improvements in their experience.
The implementation of OpenMethods led to improved interactions between customers and agents. Both parties experienced immediate enhancements in their overall experience.
The time it took for agents to handle tasks decreased by approximately 55 seconds since they could focus on using the Oracle CRM exclusively.
The agents were happy with the change, which led to higher eNPS scores. They felt more confident managing call volume and being more efficient in their daily tasks.
Higher Customer Satification
Pella’s customers have reported an improvement in their CSAT scores due to faster service and fewer instances of recurring problems.