Have you ever been frustrated by the repeating information that companies keep give you in order to resolve an issue? We have all faced this peril, disconnected customer experience/support, repeating the issues you are experiencing. On in the worst-case scenario, you request a follow-up call and the customer reps have no idea what you are talking about as there are no records about your complaint or your call.
Key Salesforce Service Cloud Features Today every business dreams to have the ability to increase customer satisfaction, improve customer retention, and provide swifter case resolution. In today’s time, companies need a service operating system that can be highly flexible, easy to use and accessible remotely at any time. This can be achieved by the Salesforce Service Cloud. Salesforce Cloud gives you the ability to consolidate service department data and system into a user-friendly interface which can access while in the office or working remotely. Salesforce Cloud comes in handy for enterprise-level businesses which are operating multiple business units and geographic regions. So, you might be wondering, what are the things that the Salesforce Service Cloud can do and how can it help you, achiever, your goals for customer satisfaction? This article will talk about a few Salesforce Service Cloud features that would resonate with many CRM users. 1. Service Cloud Self-Service Portals and Communities In today’s times’ customers want their quick answers for their problem, efficiently and on their own terms. Building self-service portals and communities help in CSR and aids service agents handle complex issues. It also empowers clients and helps the company to connect with them on a personal level. Self-service portal and community will help in:
In case a customer’s case stays unresolved through self-help, they can enable chat or submit the case online. Your support team would have a 360-degree view of the entire customer journey and portal activity. 2. Salesforce Service Cloud Agent Workspace The Salesforce Service Cloud Agents Workplace is an all in one console for customers support representatives allowing the agents to create a unified view of customer experience in real-time. It’s a one-stop solution for CSRs need to:
With Salesforce Service Cloud, Salesforce users and administrators can access:
You can create agent workspace to handle scenarios such as “do you need separate layouts on the basis of customer classification?”. These scenarios can be easily handled through the drag and drop functionality of the user interface and prebuilt and/or custom components. 3. Omni-Channel Routing Due to the ever-increasing expectations of the customers, you can assign cases directly to the Agent Workpase and with Omni Channel Routing. Cases can be assigned to the agents who are available and the right skill. The Omni-Channel Routing enables agents to set automation rules that deliver cases to the best agent available in every situation. Not only this but agents can also set rules that combine critical, areas of expertise and caseload number to automatically assign cases to CSRs. Also, it gives you the ability to the management team view service centre activity and can monitor and provide assistance to the agents when required. 4. Salesforce Service Cloud equipped with Lightning Flow We are all aware of the unresolved customer cases over phone calls. However, using the Lightning Flow for Service Cloud prevents the abrupt CSR handoffs. The recommendation and action components are powerful because it helps us view:
This component extracts results from the application of the next best action strategy. It’s like a checklist with more ability and power. 5. Service Cloud Telephonic Integration The telephonic integration with Salesforce Service Cloud increases the productivity for CSR. This applies to all those organizations using Open CTI, which integrated with third-party CTI system with Salesforce, or Lightening Dialer, giving the provision for outbound and inbound calling capabilities. The Lightning Dialer is an add-on feature which can be attained from the Salesforce app store at an additional cost. There could be a consideration to make when you determine whether to switch or consider alternatives. If your system has an existing telephony system, Open CTI would be your go-to solution and platform agnostics. 6. Productivity Enhancements of the Console Marcos and Quick text are the two most used productivity enhancers. Marcos - great for the repetitive task performed by your agent. Quick Text - allows agents to enter prescripted messages in emails, chat, activity and more resulting in streamline messaging but also standardized the messaging. When closing a case do the agents go through a sequence of tasks CRM users perform? For example, CRM users choose a mailing template to send emails or update case info every time a case is resolved. CRM users can complete these actions with a click of a button in just a single step. Conclusion Setting up the Service Desk console requires planning, research and development team. Once you have all your requirements down and documented the Salesforce Service Setup will help you through the recommended setup and set-up flow.
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COVID-19 pandemic has been a time of volcanic changes in the healthcare industry. It has seen exponential changes and growth in the past one year in terms of patients expectations as well as the kind of services provided by the medical professionals. All the changes in the past one year and past decade have given rise to the requirement for customized healthcare solutions for the healthcare industry. Regardless of whether it is a hospital, medical insurance company, diagnostic center or a pharmaceutical company, every stakeholder requires an automated solution for proper dissemination of data, compliance to various government regulations and simultaneously be up to date for the consumers.
Healthcare industry is like no other industry wherein the services as a subject matter remains quite complicated yet needs to be accurate as the responsibility is high. Healthcare IT solutions development is a challenge for healthcare software development service providers. The solutions can truly be revolutionary when implied rightly. Healthcare IT solutions are the need of the hour for the healthcare industry. To harness the potential in this industry, it is very important to develop the best healthcare solutions which can take into account the requirements of every aspect of the industry. Below are some of the basic features which a healthcare software should cater to: 1. Electronic health records of the patients. 2. Personal health records of medical practitioners, nursing staff, admin staff and other people associated with the medical facility. 3. Personal wellbeing records of specialists, nursing staff and others related with the foundation. 4. Records of all the prescriptions by the doctors. 5. Numerous administrative aspects such as financial billing, monitory records of a transaction with the hospital, insurance claim, etc. Above mentioned are some of the features which a healthcare software should include. There are a lot of advantages of healthcare software. Healthcare organizations face difficulties like the increasing expenses, strict government guidelines apart from improving the quality of care they offer to the patients and optimizing the cost. Healthcare software development companies offer solutions which can be used by medical practitioners to integrate, plan, track and manage patient’s data. Healthcare software has a lot of advantages for doctors as well as patients: For Doctors:
For Patients:
With such features, usability and accessibility, the healthcare solutions are something, which every medical facility and organization should adopt for better functioning of their facilities and better convenience for their patients. The entire process of scheduling an appointment and seeing a doctor is simplified with the help of healthcare solutions, wherein doctors can concentrate better on patients and patients could enhance their overall healthcare service experience. Healthcare services are now getting more convenient post the launch of such healthcare software and solutions. Healthcare industry is taking a turn for the better due to COVID-19 pandemic. The onus is on both healthcare professionals and patients to adopt these solutions and utilize them for their better experience. Healthcare Professionals are reaching out to custom healthcare software development companies for developing healthcare solutions based on their specific requirements. Daffodil Software is one such service provider which develops customized solutions for healthcare practitioners. Their services include developing solutions like custom EMR/EHR solutions, practice management solutions, patient engagement software, tele-health solutions, emergency response systems, on-demand healthcare services, fitness apps etc. December 2019 was when the world realized that it was infected with COVID-19. The pandemic outbreak put humanity to a standstill and the whole world had to deal with a massive life-or-death crisis. This new virus spread like wildfire and caused devastation to 312 countries and territories around the world.
According to the statics around 7 million people were infected all around the world. As the world stood still and watched this destruction, it was also noticed that there was a significant shift in the current state of the global economy, politics, culture, healthcare system and educational system around the world. The IT industry was not an exception. The pandemic triggered a shock wave that increased the global demand for IT products and services, as the pandemic forced us into social distancing. Software Development Outsourcing In a report by Global Managed Services Report 2020, in which 1250 executives across 29 countries participated, which stated that 45% of companies will search for help externally over the next 18 months. Alarmingly, only 12% of the organizations said that they were highly prepared for the impact of the pandemic. This meant that the thought leaders, CEO, CTO and other senior executives must be ready to face an uncertain future. They had to be prepared to establish a resilient culture, create a broad ecosystem established on social collaboration, building a collaborative workforce of human and machine, adopting the new global norms and adopting a disrupted global service model. Risk Management Since the pandemic forced us into social distancing so businesses had to move their workforce and the command centres on a virtual platform so that leaders can monitor the operations from anywhere. So we resorted to work-from-home. So outsource software development became the new black and hiring offshore teams cocooned the on-going work from the lethal impact of the pandemic. Businesses were struggling to protect their employees, stabilizing their financial position while maintaining their quality of work and managing risk. Around 57% of the participants agreed that managing a house IT team is a key challenge. Geographic dispersion has proven to be the most effective risk management strategy business can adopt. Below mentioned are the benefits of outsourcing to other geographical locations have during the pandemic.
Cost The economic downfall during the COVID-19 era has compelled businesses to cut down their budget and reduce discretionary spending. Do you know the average cost of hiring a senior developer in the U.S.? If you don’t it is around 60 UDS. You can hire a person of similar technical expertise for 40 USD in China, and sometimes lower if you approach countries like India, Vietnam and the Philippines. Enterprise with low budgets and who want to maintain their quality of work should go for outsourcing software development at the moment. Not only it is lighter on your pockets but helps businesses to focus on their business processes and activities. This reduces the pressures on the in-house teams as they don’t have to spend time on maintenance and support of the product or the service. The remote teams which you have outsourced provide such services based on your needs like, updates, bug fixes, which leads to the reduction in downtime as well as prevent the revenue loss. Today, outsourcing is no longer considered someone who you just hire but is considered your strategic partner or IT partner. They tend to improve your experience as a business partner as well as improving cybersecurity. Nowadays, SMEs and start-ups can leverage the benefits without worrying about the relocation cost. Outsourcing is just not limited to large companies. It makes perfect sense for Start-Ups and SMEs to invest in outsourcing to maintain a steady cash flow both long-term and the short term runs. Current scenario and beyond IT vendors now have new possibilities to experiment with new concepts, ideas in developing software solutions due to the high demand in big data, cybersecurity, AI, and collaborative applications. Cloud Computing According to a report it is expected that the cloud market, globally will grow to 25 billion by 2021, at a CAGR of 12.5%. Cloud computing is now in demand than before as it will support the remort workflow. It will increase more even as e-commerce, digital payment and OTT media services are at an all-time high since the pandemic hit us. Cybersecurity As more and more people are resorting to working remotely coupled with online payments and other online services at an all-time high, cybersecurity risks are also increasing. It vendors are on a never-ending pursuit to come up with the latest cybersecurity solutions. Telemedicine The cloud-based telemedicine software is a protective shield against the coronavirus since telemedicine can be used in many different services like consultation, medication management, management of chronic health condition, follow up visits which can be achieved by secure audio and video connection over a mobile or a computer. The global telemedicine market is worth over 34 billion USD. The outsourced software development industry seems to be certain due to the disruption caused by the prevailing pandemic which triggered the slowdown in recruitment, the lack of talent gap, ensure projects’ quality, employees health and operating in tight budgets. This is why outsourced software development is the best software development service in 2020. We are a software product development company that builds solutions that help companies increase their sales potential and continue their functionality even in these uncertain times. In today's dynamic era, the IT industry is evolving at a fast pace and adopting cloud solutions for better performance and better clients experience. There are two major types of service providers that deliver cloud solutions:
The term "cloud services" refers to a wide range of services delivered on demand to companies and customers over the internet. These services are designed to provide easy, affordable access to applications and resources, without the need for internal infrastructure or hardware. From checking email to collaborating on documents, most employees use cloud services throughout the workday, whether they’re aware of it or not. Cloud services include all models for the provision of IT resources over a network. These data networks can be public, private or mixed - as public, private or hybrid cloud. The public cloud is controlled via the Internet, while the private cloud uses an internal intranet for networking. In the hybrid Cloud, a hybrid of the other two models, companies can store sensitive programs and data on their own servers and operate certain services via the Internet with public providers in order to conserve their own resources. Modern hybrid cloud variants bring advantages if more dynamics and scalability of the company's IT are also needed. The term cloud computing describes both the use and the provision of a wide variety of IT services via a network. Cloud computing involves the transfer of IT resources to a managed cloud service provider who makes its technology available to a company. The provider is less concerned about the individual customer, but mainly manages the infrastructure, applications and operating system of the cloud. The client can use this service flexibly and as required. Advantages of cloud consulting services:
Managed IT services is a precise definition of the service to be provided is made in advance of a cooperation between IT service provider and customer. It is the practice of outsourcing the responsibility for maintaining, and anticipating the need for a range of processes and functions in order to improve the overall IT operations. Advantages of Managed IT Services:
In current times, due to COVID-19 pandemic, realities have changed drastically and are dependent on remote services majorly. Looking towards the healthcare industry, there is no exception, as there is an increase in the demand of the remote healthcare services due to the changed situations and environments.
Due to the pandemics and the way it changed some of the everyday aspects of our lives, experts are confident that healthcare development is now more relevant than ever. People look for information on disease treatment on the internet, use drug delivery services, exercise using home workout apps. There is a growing demand for medical IT solutions made by healthcare mobile app developers that can provide medical professionals with the means to perform remote consultations. The internet, smartphones, and wearables have opened a new direction in the healthcare industry called mHealth. mHealth is a term that refers to the use of mobile devices and wireless technologies via mobile applications for medical care and ensuring a healthy lifestyle of a person. Healthcare apps are any mobile applications that help to accomplish health-related tasks. They range from lifestyle healthcare solutions like fitness and meditation apps to sophisticated products that rely heavily on technological progress like apps that assist medical professionals in identifying and solving complex medical issues. To understand the importance of healthcare mobile application, it is necessary to consider the benefits it brings to the table for patients as well as the healthcare professionals. Benefits of healthcare mobile apps are:
Healthcare industry serves a widespread number of clients catering to different needs. Based on the needs and purpose, there could be multiple types of apps for health and wellness catering to different needs. These apps are based upon the different nature of requirements:
The first step on the way to create a healthcare app is to keep in mind that its every aspect and feature depends on the end-user. Everything should be done based on the user’s perspective. Regardless of the app type that healthcare providers choose to get developed, a healthcare app is a great way to attract and retain customers and build a long term relationship with them. Before going ahead with the type of healthcare app, it is important to understand the basic needs and requirements your patients and your healthcare providers would have from healthcare apps:
By catering to the above needs and requirements, healthcare mobile apps are lessening the burden of healthcare personnel while assisting patients thoroughly, thus enhancing the experience for the patient as well as enhancing the medical practitioner and management’s efficiency to serve their patients. There are a lot of healthcare app development companies who have been catering to the healthcare industry’s different requirements with their off-the-shelf as well as customizable healthcare solutions. Daffodil Software is one such company which caters to healthcare professionals with its widespread customizable solutions. |