A support centre for the National Broadband Plan.
Ignyto implemented Salesforce Service Cloud, email-to-case and Salesforce Knowledge for National Broadband Ireland, giving support agents one place to handle cases from every channel and the knowledge base to answer them.
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Book a discovery call →National Broadband Ireland believes that better broadband networks promote social progress, equality and sustainability. With equal access to local, national and global opportunity, every person, community and organisation in Ireland will be empowered to achieve more.
One of the biggest challenges facing rural Ireland is to bridge the digital divide with urban areas. National Broadband Ireland will deliver high-speed broadband to every household and business in the National Broadband Rollout area — no town, village or parish left behind under the National Broadband Plan.
National Broadband Ireland needed a service solution for support agents to handle incoming cases from multiple channels efficiently.
Agents needed quick access to a customer’s details to determine connectivity status and provide timely support, and needed to log requests and record interactions in an organised way.
Support ran through a joint Outlook mailbox, and there was no built-in knowledge base of FAQs and technical documentation for agents to draw on.
- A centralised location for support cases to be worked on
- Case registration from multiple channels, with email-to-case replacing the joint Outlook mailbox
- A standardised support path to guide agents through resolution
- Reporting on open and closed cases by agent and by channel
- A knowledge base covering everything a service agent needs to know
- Suggested knowledge articles surfaced from case content
One support centre, handling every channel.
Incoming requests managed efficiently from one place instead of a shared mailbox.
Support centre productivity reported through Salesforce reports and dashboards, by agent and channel.
Simplified access to knowledge content, with articles suggested from the case itself.
“We are incredibly thankful for the dedication, professionalism and attention to detail that Ignyto applied to our recent project. The structure of the project, from engagement, creation and guidance through demo environments, to training and support of our teams has been nothing but seamless. We look forward to working with the team on future projects.”
NBI · Telecommunications — broadband
Salesforce reports that Service Cloud customers see a 31% improvement in agent productivity and a 32% increase in customer satisfaction.
Source: Salesforce Customer Success Metrics 2023. A typical result across Salesforce customers, not a figure reported by NBI.
Connected to the systems either side of it.
Salesforce rarely stands alone. On this engagement Ignyto connected it to the systems already running the business, so data moves once rather than being entered twice.
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