Resources Success Story

Faster Case Resolution and Higher NPS for Intuit

Atrium helped boost Intuit’s agent experience and adoption, resulting in higher internal NPS and productivity.

Background

Intuit is a global financial platform company with products including TurboTax, QuickBooks, Mint and Turbo, designed to empower consumers, self-employed and small businesses to improve their financial lives.

Tax Corrections is a service providing support to full-service payroll customers to resolve tax related issues.

Technology

Salesforce Service Cloud

CRM Analytics

The Challenge

Intuit’s Care Center and Tax Corrections teams were using multiple IT systems for support requests (Salesforce and QuickBase). Intuit team members were receiving incomplete and inaccurate data resulting in call delays, slow resolution times and duplicative efforts.

“

Great partner to work with – adapted to our needs and was willing to be flexible as requirements changed. Was able to quickly provide us solutions that we would otherwise be unable to meet with our internal resources.

Gary McRoberts Intuit

The Solution

Atrium integrated the Customer Success and Tax Corrections teams in one Salesforce instance using Lightning Flow to ensure all relevant data was captured in a structured format to allow for faster processing and improved analytics. Salesforce Lightning was leveraged to enable agents to quickly identify and resolve customer needs. CRM Analytics dashboards were created to better manage agent workflow.

0 %

faster case resolution times

0 days

shorter average case closure (25 → 20 days)

The Impact

Atrium helped improve Intuit’s customer experience by reducing case resolution times by up to 20%, resulting in average case closure durations going from 25 days to 20 days. Overall agent experience and adoption was also raised by way of tool satisfaction, confidence and productivity improvements resulting in higher internal net promoter scores.

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