The client is a US based Service Provider focused on products and solutions for Public Media organizations, helping them unlock the value of their greatest asset – a lifetime relationship with their constituents, enabling them to make the trade-off decisions with greater flexibility and precision.
The client wanted to develop a replacement for the Call Center forms, which are currently run on the Mango system. The objectives of the new system were as listed below:
Serve as an interface to guide a user through a standard process
Allow various types of calls that are handled by the Call Center reps
Needed to be maintained and updated as the functions performed by the Call Center evolved
Visualforce
Apex
Eternus Solutions was engaged with the client in the capacity of an Offshore-based Delivery Center, collaboratively taking care of the entire development and enhancement process.
Campaigns are associated to one another via Timeslots to organize campaigns into a hierarchy based on the time at which the campaign is active. Timeslots and the station identifier determines the most granular campaign for the current flow session and return the campaign ID and source code to the flow for use in driving dynamic content for the flow.
Scripting
The Call Center flow has a dynamic scripting presented to the user during the handling of a call. These script records are associated to a campaign and are utilized across multiple campaigns.
Search
The Call Center Flow returns formatted search results to the user based on the search criteria entered viz. House Number, Zip, Member Number etc.
Ask Strings
The Call Center Flow has dynamic ask strings presented to the user for both one-time and sustaining contributions.
Development Methodology
3-Step development methodology that consist of developing on the Dev Sandbox, Testing on the QA Sandbox and moving to the Production
Intelligent client developed in JavaScript and JQuery library
Thank-you Gift Catalog
The Call Center Flow provides a dynamically generated thank-you gift catalog and presents it to the call center user.
Payment Methods
The Call Center Flow presents three payment methods for contributions viz. Credit Card, Send Bill and Send Sustainer Setup Form.
Payment Processing
The system submits valid payment information of Credit/ Debit card to Heartland for processing.
In-house QA services
Extensive documentation across all delivery processes
Station-specific Contribution Review
The Call Center Flow provides a separate contribution review screen for each station. These screens were modeled off the existing Mango screens.
Update Credit Card
Existing sustaining members can update the credit card information against which the member’s monthly contribution is being billed.
Select Thank-you Gift
The Call Center Flow offers the gift catalog, from which user can select a thank-you gift for existing sustaining members.
Service Request Submission
The Call Center Flow offers the user an option to submit a service request for callers with an existing contact record.
Using its vast experience of delivering challenging solutions for Public Media organizations over the SFDC platform, Eternus Solutions team successfully implement the desired solution.
Use of Salesforce.com Flows to allow point-and-click construction of an interface to guide a user through a standard process
Development, maintenance and update of call center flows to allow for the various types of calls that are handled by the reps, as per client processes
Development of screens or user-facing components to display information to the user or allow user input
Use of Salesforce.com flows to interact with Salesforce to read, create, update and delete records
Use of decision components to handle the branching of the flow process based on the inputs and other variables
Use of Apex Helper Classes to handle the complex processing of the flow
Use of a custom object to provide for dynamic content and processing
Extensive usage of triggers, apex, Visualforce and classes
