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FICO Support faced several key obstacles to delivering amazing customer service.
These included:
Low portal adoption
Limited business visibility in metrics
Poor case queueing
No email integration
A six month lead time for making changes to their system
The company, which provides analytics and decision making services to 90 of the 100 largest US financial institutions, found their solution in the Salesforce Service Cloud. FICO is now on track to achieve its best customer satisfaction (CSAT) rating year in its history.
During the free webinar, How FICO Achieves 93% CSAT with the Service Cloud, Steve Wickens, Sr. Director of Product Services at FICO, will speak on:
FICO’s support strategy around high-complexity, customer intimate support methods and measurements.
Please join us for the free webinar How FICO Achieves 93% CSAT with the Service Cloud, Thursday, September 12th, at 10 am PST/1 pm EST. To register, click here or click the button below.
