Evention Case Study

Client Background

Evention is a leading provider of financial automation software solutions for the hospitality industry. Their platform helps hotels, restaurants, and other hospitality businesses automate cash management, reconciliation, and other financial processes. With a growing customer base of over 1,000 clients across North America and Europe, Evention's support team was struggling to keep pace with increasing service demands while maintaining high-quality customer interactions.

The Challenge

Evention faced several critical challenges in their call center operations:

Fragmented customer data across multiple systems, making it difficult for agents to get a complete view of customer history and issues
Manual case routing processes that resulted in delays and misassignments
Limited self-service options, causing high call volumes for routine issues and questions
Lack of integrated knowledge management, forcing agents to search multiple repositories for solutions
Inefficient escalation processes that delayed resolution of complex issues
Minimal reporting capabilities, making it difficult to identify trends and improvement opportunities
Inconsistent customer experience across different support channels (phone, email, chat)

These challenges were impacting Evention's ability to provide timely and effective support to their customers. Average case resolution times were increasing, customer satisfaction scores were declining, and support team morale was suffering due to inefficient processes and tools.

Our Approach

After a thorough assessment of Evention's support operations, processes, and business goals, we developed a comprehensive implementation plan focused on transforming their call center with Salesforce Service Cloud:

Service Cloud Implementation

We implemented Salesforce Service Cloud as the foundation for Evention's customer support operations. This included configuring the platform to support their specific case types, service level agreements, and business processes.

360-Degree Customer View

We integrated Service Cloud with Evention's existing systems, including their product database, billing system, and customer relationship management tools. This created a unified customer profile that gave agents immediate access to all relevant customer information, product details, and interaction history.

Intelligent Case Routing

We configured Salesforce's Omni-Channel routing to automatically assign cases to the most appropriate agent based on case type, priority, agent skills, and workload. This included setting up escalation rules and SLA monitoring to ensure timely resolution of high-priority issues.

Knowledge Management System

We implemented Salesforce Knowledge to create a centralized repository of articles, troubleshooting guides, and product documentation. We developed workflows for knowledge creation, review, and maintenance to ensure content remained accurate and up-to-date.

Self-Service Customer Portal

We developed a customer portal using Salesforce Experience Cloud that allowed customers to find answers to common questions, submit and track support cases, access product documentation, and engage with the Evention user community. The portal included a responsive design for mobile access.

Omni-Channel Support

We configured Service Cloud to support multiple communication channels, including phone, email, chat, and social media. This provided customers with channel choice while giving agents a unified interface for managing all interactions.

AI-Powered Recommendations

We implemented Einstein Case Classification and Einstein Article Recommendations to automatically suggest case categorization and relevant knowledge articles to agents. This reduced the time spent searching for information and improved first-contact resolution rates.

Advanced Analytics Dashboard

We developed comprehensive dashboards and reports that provided real-time insights into key performance metrics such as case volume, resolution time, first-contact resolution rate, and customer satisfaction. These analytics enabled data-driven decision-making and continuous improvement.

Training and Change Management

We developed role-specific training programs for agents, supervisors, and administrators to ensure effective adoption of the new system. This included hands-on workshops, process documentation, and a phased rollout approach to minimize disruption.

The Results

The implementation of our Salesforce Service Cloud solution delivered significant measurable results for Evention:

Customer Satisfaction

Customer satisfaction scores increased by 38%, from an average of 7.2 to 9.9 out of 10, due to faster resolution times and more personalized service.

Case Resolution Time

Average case resolution time decreased by 42%, from 3.5 days to 2.0 days, with 68% of cases now resolved on first contact compared to 41% previously.

Call Volume

Overall call volume decreased by 27% as customers increasingly utilized the self-service portal and knowledge base for routine inquiries and issue resolution.

Agent Productivity

Agent productivity increased by 35%, with agents able to handle 22% more cases per day due to streamlined processes, better knowledge access, and AI-powered recommendations.

Customer Retention

Annual customer retention rate improved from 86% to 94%, with improved support experience cited as a key factor in renewal decisions.

Operational Insights

The analytics dashboards identified several product improvement opportunities that, when implemented, resulted in a 31% reduction in specific issue types and contributed to overall call volume reduction.

"Barrington Bay's implementation of Salesforce Service Cloud has completely transformed our customer support operations. We're now able to provide faster, more personalized service while actually reducing our support costs. The 360-degree customer view and AI-powered recommendations have been game-changers for our agents, and our customers love the new self-service options. This project has delivered ROI far beyond our expectations."

Michael Reynolds

Director of Customer Success, Evention

Key Takeaways

The success of this project demonstrates the power of a comprehensive approach to call center transformation. By addressing people, process, and technology in an integrated manner, Evention was able to significantly improve customer satisfaction while simultaneously reducing support costs.

The implementation of self-service options and a robust knowledge management system proved particularly valuable for reducing call volume and enabling customers to find answers quickly. Meanwhile, the 360-degree customer view and AI-powered recommendations dramatically improved agent efficiency and effectiveness.

This case study highlights the importance of a strategic approach to Service Cloud implementation that aligns technology solutions with business goals and customer needs. By focusing on the specific challenges and opportunities of Evention's support operations, we were able to deliver a solution that drove meaningful improvements across all key performance indicators.

Evention: Call Center Transformation