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Implementing a Review Management System Provides New Opportunities for Growth
Recognized by the Inc. 500 as one of the fastest-growing companies in the U.S. and working to solve complex challenges for Fortune 500 and other large companies for over 20 years.
Business Process Outsourcing (BPO)
Reputation Studio
Improve efficiencies and present an even higher value to their large, enterprise-level client base.
Implement a multi-site review management partnership native to the Salesforce platform.
Tripled review management output and provided better results and more loyal customers.
Company
Focused on more than just answering phone calls, Alta Resources is all about customer experiences. Founded in 1995, the company provides sales, eCommerce, customer, and fulfillment support across the world. They go above and beyond to turn customer issues into customers for life.
Challenge
Managing a client's brand experience can be a time-consuming challenge. But Alta Resources is up for the task. It's in their DNA. The company was looking for an alternative method to improve its already strong quality of work and at the same time prevent even higher value to its clients.
Before implementing Reputation Studio, the reputation management process was extremely painful. Agents would have to manually log in to many platforms like Amazon and Bazaarvoice to manage reviews, ratings, comments, and questions. This process consisted of several spreadsheets to track how many reviews were read and addressed. This did not allow agents to add critical details of their work due to the lack of manpower and time in a day.
Solution
Alta was looking for a solution that added even more value to their work. Giving agents an easier and more efficient way to manage reviews would help them increase productivity without having to increase the size of their team. When they found Reputation Studio—the only review management system that is native to the Salesforce platform—they knew things were about to change for the better.
Reputation Studio pulls their client's reviews from Amazon, Bazaarvoice, Yelp, Google and more. Automated workflows create a Service Cloud case and route to the right agent. Prioritizing reviews and providing high-quality responses on each source was now possible, without leaving the Salesforce dashboard.
This solution also allowed transparency of metrics for Alta's clients. The client could see exactly how many reviews were managed and in how much time.
Results
With the Reputation Studio solution in place, Alta Resources tripled its review management output. They were able to get rid of the tick sheet that agents previously used to track reviews and responses, and in turn, reduce the potential for human error.
Agents save time by not having to log into multiple platforms a day. This gives them more bandwidth to focus on high-quality responses, engaging customer feedback, and timely management of customer issues. This new system and the increased productivity allows Alta to dedicate more time to client reputation without increasing staff.