FICO had outgrown their customer service support system. The company, which protects billions of credit and debit cards from fraud, and whose products are used by 90-percent of the U.S. financial market, needed a solution that would take their call tracking to the next level.

As a longtime salesforce.com customer, FICO chose Service Cloud as the right tool to fix a number of problems, including poor business visibility into metrics, low portal adoption, and a four-to-seven month lead time for changes. Using Service Cloud, FICO has quickly turned things around, gaining a real-time 360-degree view of sales and service, quicker decision making due to dashboards, and increased agent productivity as a result of email integration.

In addition, they have enjoyed three unexpected benefits, detailed below by FICO Sr. Director of Product Services, Steve Wickens.

1. Healthy Competition

As a global company, FICO employs small customer service teams all over the world. A big win for them once Service Cloud was added is how these teams, on their own, adopted a form of gamification. Multiple queues can be viewed at once, so there is a healthy competition to see who can keep their queue empty. If customer service requests take longer to resolve, other teams can see that delay, and eyebrows are raised, so to speak.

2. Lowered Expenses

Customer case volume is up 10-percent this year for FICO, and yet year-over-year, organizational expenses have gone down. Thanks to Service Cloud, FICO is able to resolve cases much more quickly, meaning the increase in work can be absorbed using existing resources. 

3. Record CSAT

Since adding Service Cloud, overall resolution time for FICO has decreased by 22-percent. The company is also on-target to achieve the highest customer satisfaction (CSAT) rating in its history, upwards of 93-percent. FICO has plans to continue this excellence by targeting service issues with training opportunities, which should improve customer experience, bring higher satisfaction for clients, and reduce service calls.

To learn more about How FICO Achieves 93% CSAT with the Service Cloud, download the free webinar here, or by clicking the button below.