Berger Tourstik: Enhancing the Customer 360 With Integrated Call Data
Berger Touristik integrated their telephony services with their Salesforce CRM using Mirage’s data connector, so they could get better control and visibility over performance.
Berger Touristik knew where it could make positive changes
Call process and data collection
Challenge
The front-line staff deal with high call volumes every day, but manual call data entry into Salesforce was leading to incomplete or incorrect records, while sapping time.
Solution
After connecting their telephones to Salesforce using Mirage’s powerful CTI Data Connector, they were able to automate large portions of their data entry, while streamlining workflows with post-call actions. This not only made the teams more efficient, but they had the confidence that accurate customer and call data was being recorded to enhance their customer 360.
Customer experience
Challenge
Incomplete record keeping was also having a knock on effect on the customer, with agents unable to quickly and confidently retrieve previous call data.
Solution
With better, more efficient record keeping came a deeper understanding of each customer and their needs. Agents were able to move pipeline faster and resolve customer service queries more efficiently.
“Connecting telephony to Salesforce is essential in the course of digitization and is quick and easy with Mirage’s CTI Data Connector.”
Elmar Berger, Managing Director
Berger Touristik
Connect your telephone system with Salesforce
