SFDC – Public Media – Call Centre Solution Development – Success Story

Client Overview

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.

Business Challenge

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

Technical Requirements

  • Visualforce

  • Apex

Solution Strategy

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.

  1. Campaign/ Source Code Association and Timeslots

  • 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.

  1. 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.

  1. 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.

  1. 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

    User is able to create a Campaign Ask records associated to a campaign on which the ask amounts can be entered based on the giving frequency.
  1. Thank-you Gift Catalog

  • The Call Center Flow provides a dynamically generated thank-you gift catalog and presents it to the call center user.

  1. Payment Methods

  • The Call Center Flow presents three payment methods for contributions viz. Credit Card, Send Bill and Send Sustainer Setup Form.

  1. 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

  1. 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.

  1. Update Credit Card

  • Existing sustaining members can update the credit card information against which the member’s monthly contribution is being billed.

  1. 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.

  1. Service Request Submission

  • The Call Center Flow offers the user an option to submit a service request for callers with an existing contact record.

Solution Features and Components

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

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