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.
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. Tableau CRM (formerly Einstein Analytics) dashboards were created to better manage agent workflow.
The Result
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.
