Swaps Monitor: Boosting ROI with Sugar Serve

Swaps Monitor is a monetary information supplier primarily based in New York, serving institutions within the monetary sector for over 30 years. Being a vital participant within the area of interest and catering to the wants of many shoppers, Swaps Monitor quickly grew their groups, together with the Buyer Help workforce.

The old school manner of holding observe of buyer requests was merely not maintaining with their assist workforce. As a must scale their assist operations grew, Swaps Monitor began researching CRM solutions that might ship probably the most easy strategy for a rising firm whereas on the similar time nonetheless allowed them to fall throughout the SMB class.

After intensive analysis, Swaps Monitor found Sugar’s merchandise via our World Companion, Ambit Software program. Ambit additionally helped Swaps Monitor with implementation, customization, and adoption.

Swaps Monitor: A Rising Firm with Rising Wants

As a small firm that was closely counting on Outlook for years, Swaps Monitor confronted challenges as they skilled progress. Their firm and Help groups skilled fast progress, in order that they searched for brand new methods to deal with their operations. With their robust dedication to enhancing buyer expertise and fostering high quality interactions, the workforce was dedicated to convey extra group to their every day operations. The rising Help workforce encountered a number of bottlenecks of their every day operations, together with:

• Inadequate context for every new buyer inquiry
• A scarcity of internal data on buyer inquiries, which may improve their response time and enhance the standard of buyer interactions
• The absence of essential analytics options like reviews and dashboards

Streamlining Buyer Interactions with Sugar Serv

As the corporate targeted on enhancing buyer interactions and accelerating their assist efforts, Ambit proposed implementing and deploying Sugar Serve, our buyer assist answer. Ambit took into consideration what the workforce was attempting to attain within the course of:

• Maintaining observe of buyer emails
• Monitoring response instances to every buyer
• Monitoring the variety of circumstances by product
• Setting follow-up reminders
• Utilizing tags to categorize the primary challenge for every case
• Receiving notifications when a reply is acquired on a case

The Outcomes

Transitioning from Outlook to Sugar Serve, the Swaps Monitor Help workforce drastically changed how they operate. As soon as an e-mail reaches their inboxes, a brand new Case is robotically opened. A product and assignees are attributed to every new Case and a corresponding tag. Tags change through the lifecycle of every new Case, so the workforce has a transparent image of how they’re dealing with incoming circumstances. With this new workflow, the workforce has succeeded in decreasing their response instances to beneath 60 minutes per Case.

The reviews are additionally a part of the groups’ every day operations, as they assist them carefully observe how their workload is progressing and the way shortly the Help workforce can deal with buyer inquiries.

With all these new developments, the Help workforce at Swaps Monitor has elevated their effectivity and productiveness.

Because the partnership continues to develop, Ambit and Swaps Monitor proceed to discover which new options may very well be deployed throughout the Help workforce to extend their productiveness additional and increase buyer satisfaction.

If you wish to be taught extra concerning the newest developments within the CRM trade, learn our 2024 State of CRM Report.