Optimizing Warranty Management

Contact centers are in many ways the heart and soul of the modern enterprise. Any enterprise digital transformation efforts will need to prioritize the optimization of contact center operations like warranty management to match the service expectations and demands of today’s consumers.

Customer Profile

A Fortune 50 company and a leading player in the semiconductor industry, the client has a strong product portfolio of over 9000 products. Besides chips and processors, it manufactures network-interface controllers, flash memory, graphic chips and other devices related to computing and communication.

The company relied on legacy software to manage its manufacturing, sale, and service processes until recently. A shift to newer technologies was needed to better manage changing market expectations and organizational demands.

The chipmaker chose Salesforce and to guarantee a successful transition to Service Cloud they worked with PopcornApps, a Salesforce partner with proven expertise in managing complex implementations.

The Problem

The global scale of operations demanded offices and support centers in multiple geographies. The software for warranty management used at each location differed. Multiple disparate applications existing in silos made the management of warranty centrally for all regions tough.

This scenario meant they could not track dealer performance or product design flaws by analyzing patterns in consolidated reports. A few locations were using bespoke systems that lacked processes for a few areas and relied on manual tracking using spreadsheets. Even where SAP was in use, the unavailability of out-of-box support channels made support inefficient and costly.

Solution

We took the company’s ‘Warranty Management’ process together with all its sub-processes like eligibility check, entitlements, RMA, fraud check, inventory management, dispatch, and depot/warehouse management and modernized it using Salesforce technology. The whole process from inception to deployment took 8 months.

Leveraging the Salesforce entitlement management module and community cloud we built a custom warranty solution. The online process validates a claim request through product serial number check and any eligible claim has a case created and assigned to the appropriate agent pool and depot for managing the RMA process. The system provides agents with an integrated ‘One View’ of the customer and the associated warranty claim(s).

Impacts

The company is using the warranty management system in 11 support centers globally. The system enables 24X7 eCare support to customers and partners. It is used to process 100,000+ transactions and over 30,000 claims in a month.

Lower Warranty Costs. Due to higher transaction integrity, the transaction fall-through rate dropped to <2%.

Faster Claim Processing. Partial automation reduced claim processing time.

Reduced Inventory. Real-time data for faster decision-making allows them to maintain lower inventory levels.

Better Risk Control. Dealer and product performance can be tracked.

Improved Agent Productivity. A 20% increase in agent productivity was observed.

The new system generated positive impacts for all by enabling faster and more accurate warranty claims processing.

Retail Demo Experience Application

Customer experience (CX) management is a prime focus area for brands today. Retail Demo Experience (RDX) applications help enterprises improve CX within their retail stores by enabling demonstration environments that are intelligent, interactive, and immersive.

Customer Profile

Microsoft has grown its retail presence rapidly since its first store launch in 2009. There are now over 100 Microsoft retail locations worldwide with most of the stores concentrated in the U.S.

Microsoft retail stores aim to create unique, engaging, and futuristic shopping experiences for customers interacting with Microsoft products (devices). To realize its retail vision, the technology giant is constantly investing in new applications to power its Microsoft Store of the Future (SOTF) initiative.

The partnership between Microsoft and PopcornApps stretches over many years. We have done several implementations of Microsoft technologies and solutions across different industry verticals. Our growing engagement with Microsoft afforded us an opportunity to design applications that further their retail customer experience strategy.

Solution Overview

We undertook this project under Microsoft's retail partner development program. We developed an RDX within which users can change the color of the studio screen and the connected display video wall using a Surface Dial App.

Another app that was built for use within our RDX is the Persona app. The app offers customers exploring Microsoft applications on retail demo devices an option to choose their demonstration environment from a set of available personas. The selected persona forms the background on both the device and the connected display video wall while the user is exploring video demos of windows applications. Such a setup enables a consistent viewing experience across devices for customers.

Technical Features

We built the RDX application and its constituent apps using Microsoft technologies. The demo app was built on .NET application framework using C# language. We leveraged Universal Windows Platform (UWP) to develop a single code base that is deployable across all windows devices and supports a variety of interaction models.

Additionally, we used XOGO, a 3rd party interactive digital signage system to play videos on the display video walls. The video content for display walls is triggered wirelessly when people interact with demo devices. Alternatively, when no active interaction is taking place the XOGO media player will display attract loop videos. The attract loop is a motion graphics loop featuring Microsoft products that works to attract customers to Surface Tables/Kiosks for demos.

Impacts

The project was completed in record time. Microsoft can use the RDX app at any or all of its 100+ retail locations to facilitate greater customer engagement with Windows devices and Microsoft hardware and software products (including the Surface, Office, and Xbox lines).

The RDX App is of great assistance to Microsoft store employees. The RDX app helps personnel like ‘retail sales associates’ and ‘retail customer associates’ better assist customers in product selection and product utilization.

The RDX app was able to increase the interactivity of in-store product demos for customers using personas and attract loop videos. Improved customer engagement facilitated by the RDX app led to increased brand loyalty, product and service portfolio awareness and sales.

The Transformation of a Customer Contact Center

Contact centers stand on the front line of customer engagement. To stay in lock-step with the needs of today’s customers and employees, businesses need to modernize their contact center operations by breaking down silos and unifying disparate systems and channels.

Customer Profile

A major Fortune 50 company in the semiconductor industry with a strong product portfolio of over 9000 products. The chipmaker relied on legacy systems to manage its manufacturing, sale, and service processes until recently. However, a shift to newer technologies was imminent due to changing market and organizational dynamics.

The company understood this and decided to shift their after-sale support and service to Service Cloud starting with the agent case management function.

To ensure a successful implementation of the agent case management on Service Cloud, the Fortune 50 partnered with PopcornApps, a trusted Salesforce partner with proven expertise in managing complex implementations.

Challenge

The old system suffered from several disadvantages - limited out-of-box features, low automation, and complex case management processes.

Limited in-built features. Support channels like phone, webform etc., are not available out-of-box. Company relies on external plug-ins for these capabilities.

Low level automation. Case assignment and case escalation processes are not optimized in the old system.

Complex Handover. Case handover to warranty management module is complex and requires multiple actions.

Lacks Artificial Intelligence and Analytics. The old system lacks automated case classification, escalation, and response features. Also, it did not offer AI-powered smart recommendations and predictive insights.

Solution

We migrated the case management process from SAP and other bespoke systems to Salesforce cloud in 8 months.

The new system offered several features out-of-box. For instance, SAP requires the use of an external webform for the contact feature whereas Salesforce offers an out-of-box VisualForce page.

Likewise, Salesforce offers a better, cleaner escalation setup and logic, enabling faster escalation. Even case resolution is easier as Service Cloud uses the case subject to search, retrieve and recommend knowledge articles automatically.

Moreover, Salesforce offers several customer support channels like chat (LiveAgent), video support (SOS), email and phone out-of-box eliminating need for costly integrations and enabling speedier case resolution.

Impact

The agent case management system on Service Cloud is currently in use across the client’s contact centers globally. Over 1300+ service agents are using the system for processing over 65,000 service tickets each month.

The custom case management system designed and implemented by PopcornApps streamlined the client’s post-sale support pipeline. It centralizes, integrates, and streamlines case management to deliver positive experiences for both agents and customers.

Rules-based automated case escalation and assignment, knowledge integration, and the large number of service channels available within a single intuitively designed console empowered the client’s support team to deliver world-class customer service.

The client observed an improvement in agent productivity, agent experience, and customer satisfaction post implementation.

Roadmap

Once the agent case management system was made live, PopcornApps outlined an implementation roadmap for the client. We identified automation and data-driven smart insights powered by Service Cloud Einstein as the next set of executables.

First, we recommend enabling Einstein for automated case classification and auto-completion of case detail fields.

Next, the client can set up the auto-recommend feature to enable right responses for each case. Going further, the client can activate predictive case resolution times on new cases.

Deploying Einstein in the outlined ways will evolve the current support system into a more intelligent one that differentiates and elevate the client’s brand.

Enhance your user engagement with our versatile Airline Chatbot

Overview

In a fast-changing digital landscape, the airline industry is no exception.

With an extremely competitive market and an unpredictable global environment to contend with, it has become essential to provide a convenient and enjoyable digital user experience. Customers are demanding an enhanced digital experience. The airline industry recognizes this: ‘by 2020, 68% of airlines and 42% of airports plan to adopt AI-driven chatbot services.’ (SITA)

With our deep understanding of the industry and extensive experience building chatbots, PopcornApps has created an innovative and versatile chatbot template for the airline industry that addresses every touchpoint in the user experience.

Opportunity

Messaging platforms today have a massive user base. Facebook alone has 1.3 billion users. At PopcornApps, we saw great potential here: the expanding functionality and popularity of messaging platforms meant that we could leverage existing services and infrastructure to provide all the functionality of a mobile app without asking the user to download and register on yet another app.

For the user, it would be as simple as adding a contact to their preferred messaging platform. For airlines, the bot could engage with all kinds of users – from price sensitive deal-seekers to top-tier frequent flyers, and users with app fatigue who value simplicity – anyone who might be reluctant to download the mobile app.

Our bot would also extend support across enterprise functions, providing all kinds of support to gate agents, ground staff, and other employees, allowing them to focus more effectively on their core responsibilities and increasing productivity and efficiency.

Solution (Customers)

Our bot provides extensive support to both airline customers and employees, and has multilingual capabilities. For customers, it can assist with flight booking, check-in, and provide notifications about flight status, gate changes, etc. While booking a flight, they can sort results by:

  • Price
  • Departure and/or arrival time
  • Number of stops
  • Duration of flight

Our bot can also assist with baggage tracking and customer support – FAQs, PNR management, Member and Frequent Flier queries, and case management.

Solution (Enterprise)

It can assist employees and ground staff with disruption management and:

  • Alleviate long lines at counters
  • Provide boarding assistance at gates
  • Assist gate agents with queries about seat assignments and baggage check
  • Notify all on-call staff about additional staffing requirements, receive confirmations about availability and offer live polling support for shift bidding.

Our use of the Microsoft Bot Framework, along with the existing APIs and infrastructure of the messaging platforms, means that our bot can be deployed on multiple messaging platforms, web chat, as on custom apps without extensive effort. We’ve partnered with the GDS company Amadeus that manages more than 200 airlines and have developed a working prototype with Sabre.

To learn more about our airlines chatbot solution, visit our Airlines page or our blog.

Expense Management Simplified

Mobility is here. And enterprises everywhere will need to adapt. But transformation is not always easy. For large enterprises, enabling mobility while remaining tethered to legacy IT is a challenge. How are they solving the challenge? Custom enterprise mobility solutions.

Customer Profile

Mphasis is an IT services company focused on delivering cloud and cognitive technology-powered digital transformation services globally. They specialize in Digital, Governance, Risk, and Compliance areas.

Over the last decade, Mphasis has been on a digital adoption drive that will further boost workforce availability and operational efficiency. Before committing to a full-scale digital transformation, however, they decided to test the waters with an enterprise mobility initiative.

Mphasis was looking for an IT services firm with vast experience in enabling mobility for enterprises. With our deep and diverse expertise, PopcornApps was the perfect fit.

To begin with, PopcornApps analyzed the opportunities available for Mphasis, developed a comprehensive strategy, and identified the workflows and processes available for immediate harness.

The Challenge

Mphasis used an on-premise Oracle EBS system for expense reporting and approval. A tedious claim-process and limited access system frustrated their largely millennial workforce.

Poor Process and UI: Employees had only one way to raise a claim and had to follow a 4-step process to file a claim. Even UI and navigation structure were complex.

Delayed Expense Reporting: Employees had to wait until they could access an in-office system to scan and attach bills they collected and saved.

Policy Compliance: Employees had no real-time access to spend policies to make in-policy and out-of-policy expense decisions.

Higher Costs: Delayed reporting and poor compliance increased processing time and decreased productivity of AP teams, increasing cost per report processed.

Solution

We developed a Travel and Expense Management (TEM) app. It’s a B2E app that mobilizes the company’s desktop-tethered Oracle EBS expense management workflow. We developed and deployed the app in record time.

Our approach went beyond the plain lift-and-shift and extended to optimization of the claim process. We eliminated unnecessary steps and re-engineered the process to fully harness the advantages a mobile platform offers. The changes led to a 3-way process for raising claims and simplified the current 4-step filing process to a single step. The result was an entirely new onboarding claim flow and navigation structure which enables anytime, anywhere access to claim filing and claim approval processes.

Impacts

The travel and expense management (TEM) mobile application can be accessed by over 20,000 Mphasis employees 24X7 for claims filing and claims approval. It is being used to manage 10,000+ claims every year.

The app has delivered several gains since its launch. It has simplified the claims process, reduced claim cycle time, minimized human errors, curbed fraudulent claims, and reduced accounts payable FTEs.

Through increased manager productivity, the app helped the company achieve 8-10% direct cost savings.

The company also saw a gradual improvement in spend management, workforce availability, employee satisfaction and talent retention.

Migrating Salesforce Classic to Lightning for a hi tech Fortune 50 client with 1000+ users in 6 time zones

Overview

PopcornApps created a unique Salesforce Classic to Lightning migration solution for a Fortune 50 company – a pioneer in the manufacture of microprocessors and one of the world’s largest semiconductor chip manufacturers with employees in 46 countries.

The Challenge

The client’s Salesforce Classic environment and related interfaces were customized to execute complex end-to-end business processes. Visualforce pages and JavaScript buttons in their Service Cloud instance prevented a straightforward switch to Lightning.

They needed a partner who could transition this customized mission-critical Salesforce org to Lightning smoothly and efficiently, with as little disruption as possible. Furthermore, someone who could understand their business processes and integration to back-end systems.

That’s where PopcornApps came in.

The size and scope of the client’s business meant that the migration would have to go live simultaneously in 9 call centers across 6 time zones in 11 languages, with no loss of the functionality available in Classic.

The Solution

We evaluated the Visualforce pages and developed a migration path that maintained process integrity. The migration sequence was agreed upon with the client and as elements were migrated, they were made available for integration testing and user training.

We not only migrated the custom elements – Visualforce pages, components, and JavaScript buttons – to Lightning components and quick actions respectively, but also introduced the following benefits, tailored to the client’s needs:

  • Reusability: Configurable elements – drag reusable custom lightning components using Lightning app builder.
  • Simplification: Simplified code and used Lightning-specific features to create global actions, compact layouts, case path and wave dashboards for agents.
  • Streamlined processes: Lightning features like guided action lists to help agents launch specific customer service workflows and keep track of each step of the process.
  • Efficiency: A simplified process to display internal notification alerts to agents in console by building a highly configurable declarative solution.
  • Reduction of Technical debt: With complete conversion to Lightning components, Visualforce pages, components and JavaScript buttons were all made redundant and the associated codebase could be deleted.

Impact

Our solution and implementation provided benefits specific to the client's business and made the transition as painless as possible. Some indicators of our tangible and wide-ranging impact:

  • 1000+ users with a faster, more seamless experience thanks to a smoother, more intuitive UI and mobile compatibility.
  • 9 call centers, 6 time zones and 11 languages – all had to be migrated, tested and deployed.
  • Extensive UAT and a production pilot to incorporate user feedback prior to full deployment.
  • 13 User profiles impacted, 56 reusable custom lightning components.

Delivering sales and service engagement, efficiencies and a new customer experience for the UKs pioneering shared workspace business

The Client

The Office Group (TOG) is the pioneer of the shared workspace concept in the UK. From its launch if a single space in 2003, it now boasts 33 prime locations with fabulous buildings, spaces and facilities for their tenants and members. In an increasingly competitive landscape and with the growth of digital savvy clientele; TOG sought to build the enterprise capability needed to drive efficiency and customer experience, whilst aggressively expanding their portfolio of locations.

PopcornApps worked closely with TOG to choose a platform that could run their sales and operations, integrate with property management solutions, as well as provide the extensibility needed to create dynamic and engaging customer experiences. Salesforce was chosen as the preferred platform for TOGs future roadmap.

The Challenge

The real estate business is unlike any other in that there is no standard product. Each space, whether it’s an office, meeting room or event venue is unique in its attributes and is subject to varying levels of bespoke alteration requirements from clients.

Agents and brokers are a big part of the real estate industry and many deals are done by them on behalf of clients who choose to remain anonymous until advanced stages of the sales process. In the business of managed spaces this complexity increases as various add-on products and services are combined into tenancy contracts.

The Solution

PopcornApps implemented Salesforce Sales Cloud and CPQ using the Clicks not Code philosophy to the greatest extent possible. Only essential minimum customizations were used to cater to the unique needs of managing the inventory, availability and pricing of offices and spaces.

The implementation involved the full Lead to Cash cycle for nine different products, the creation of a comprehensive 360-degree view of 7,000 accounts and 30,000 contacts, lead generation via over 100 real-estate brokers, and integration with property management, billing and accounting systems.

The Results

A single view of customer, orders, bookings and transactions now helps the management and staff at TOG get the complete picture of their business at a glance. Sales and Service productivity has improved by 200%, lead response effectiveness by over 1000%, lead conversion by 23%, elapsed time from opportunity to contract is down by 30%, and most importantly the users love their shiny new Salesforce implementation.

Modernizing document management for wealth management advisors

Customer Profile

Plancorp, a registered investment advisor commissioned PopcornApps to simplify their document management process.

The objective was to improve advisor productivity by streamlining the document creation, storage, and retrieval process during customer interactions.

The Problem Statement

Over the years Plancorp built a document management system to store different types of documents- Compliance, Marketing, Policy, and Client specific artifacts. This was built using Worldox. The system had a complex folder structure with category hierarchy and filters to manage document storage and retrieval.

Due to the extensive customization, the system became inefficient and cumbersome to use for Plancorp’s wealth advisors. Moreover, the user interface was not intuitive to embed in Salesforce.

The Solution

PopcornApps collaborated with Plancorp to design an intuitive and simple file management structure in BOX. Automation scripts were developed to create folder hierarchy and map the account records to the right folders. Referential integrity between the legacy system (Worldox), target system (BOX) and the account data in Salesforce had to be maintained.

Approximately 300GB data was migrated over a weekend to BOX and linked back to Salesforce accounts. Access control to read and edit files was based on the user's Salesforce profile. With data security and compliance as core tenets, features like authentication, audit trails, file level security, versioning, and segmentation were implemented as per business rules.

Document management is now an integral part of Plancorp’s Salesforce Financial Services Cloud. With zero downtime for the users, and an integrated user experience within the Salesforce, the transition was seamless!

Business Benefits

While operational costs were reduced by >60%, the real advantage was realized in advisor productivity gains. An intuitive design and access to the right document at the account and record level made the most positive impact.

Testimonial

 

"We moved our document storage from a product called Worldox to Box. PopcornApps executed this flawlessly.
Plancorp’s CEO continually tells others that he hasn’t seen a software implementation go this smoothly, EVER."

Wes Garton, CAO - Plancorp

Increasing speed of customer onboarding and provisioning on Zenefits platform

The Client

Zenefits is an industry leading cloud-based software as a service (SaaS) company providing an all-in-one platform for HR, Benefits and Payroll, geared specifically for small and mid-sized businesses. As part of their digital transformation initiative, they engaged PopcornApps to streamline their business processes. The focus of the engagement was to enable touchless provisioning and onboarding of clients on the Zenefits platform.

Challenge

Customer onboarding was taking a considerable amount on the Zenefits platform. From contract sign off to activating the service for a customer, Zenefits had quite a few process hand-offs. Data was distributed across systems and therefore the provisioning process often required manual intervention. A comprehensive view of workload and task management of the specialist teams was much needed.

Solution

PopcornApps developed a unified provisioning application on Salesforce, bringing in all the business processes and data into one system. This system streamlined assignment, management, tracking and reporting of all provisioning activities for client onboarding.
A real-time view of all projects tracks the team’s efficiency in completing the tasks.

Salesforce Process builder flows and workflows and the auto-assignment of tasks were exclusively used to design the application and streamline the business processes.

Business Benefits

  1. Reduction in customer churn.
  2. Increased efficiency - 80% faster onboarding.
  3. Single source of truth for all data.
  4. Real-time reports and analytics.

Testimonial

"My experience with the PopcornApps team was excellent from start to finish. As a fast-paced SaaS business, one of our top priorities is making sure we deliver an on-boarding experience that meets the high expectations of our customers. Simple, error-free project management is a fundamental component that contributes to the ability for our team to service customers during their implementation. We entrusted PopcornApps to architect a solution that met the needs for us and for our customers. We found the combination of strong business guidance from our side, coupled with the technical leadership and delivery on the PopcornApps side to be a successful framework. The team was dedicated to understanding our business needs, and constantly thought two steps ahead. It was a pleasure to work with the PopcornApps team."

Sarah Trott, Director - Business Operations, Zenefits.

Plancorp launches next gen wealth management platform using Salesforce Financial Services Cloud.

Customer Profile

Plancorp - a $4Billion wealth management firm headquartered in St. Louis, MO, specializes in financial planning for individuals, households and businesses.

Founded in 1983, Plancorp has spent the last three decades helping individuals, families and business owners achieve financial independence. Plancorp also has the distinction of being one of the nation’s first registered investment advisors to become certified by the center for fiduciary excellence in 2007. Recently, Plancorp partnered with Brightplan, a fintech company which launched digital advisory platform. Plancorp will serve Brightplan’s higher value customers with a live advisor, thereby augmenting the “Robo-advisor” component of the business.

The Need

Plancorp’s success lies in putting their clients’ interest ahead of their own. Keeping in view the various needs of new generation clients, Plancorp has embarked on a digital transformation program. With this program Plancorp is building a relationship and trust-based platform for both advisors and clients to collaborate and execute on financial goals. The foundation of this platform was launched in 18 weeks on Salesforce Lightning and Financial Services cloud.

The Solution

PopcornApps delivers on the promise of financial services cloud for Plancorp.

Plancorp articulated the vision of the new wealth management platform, the desired client experience and advisor productivity to be achieved through the new platform. In selecting a partner to design and build the new platform, one of the key considerations was time-to-market. PopcornApps was chosen based on execution capabilities, demonstrated agility, design strength and stellar customer references.

The Approach

The team from PopcornApps hit the ground running and was able to create a fit-gap analysis which mapped Plancorp’s existing business process to Salesforce Financial Services Cloud (FSC). This analysis was articulated through client and advisor journey maps for the new system. In the spirit of collaboration, both Plancorp and PopcornApps team jointly re-defined business processes and mapped the existing data model to the Salesforce FSC data model in order to leverage the full power of FSC. The entire implementation took 18 weeks, which included designing, building, migrating data, testing, training and deploying into production.

The Benefits

The new platform provides the ability for Advisors to nurture and convert leads into opportunities and accounts and complete the entire on-boarding process of the client on the unified platform which integrates with third party providers like brokers, banks and other elements of the financial services eco-system.

© 2019 PopcornApps. An ISO 9001 & 27001 company.       Terms of Service     Privacy Policy