Speaker: Eunice Shon, Director of CX Operational Excellence
Why is Salesforce important to the work we do today?
Eunice Shon: Salesforce can improve customer experience. It offers features that streamline customer service process, as you can access customer histories, view previous interactions, and track ongoing issues. Three years ago, my team developed order entry automation by creating sales order form in Salesforce. When we receive a purchase order from our customer, the critical data element transfers from the opportunity to the sales order form and in a matter of seconds, the order is automatically created in SAP.
What is the future vision for your team and how is that enabled by Salesforce?
Eunice Shon: We want to improve order creation cycle time and data accuracy. Also drive self service through e-commerce. Salesforce can automate repetitive tasks and workflow, reducing manual efforts and human errors, so agents can shift from data entry to provide better customer experience. Customers interact with us through chat, emails, social medias and phone. We want to drive omni-channel engagement with customers delivering consistent customer experience across these channels, creating seamless on the channel experience through Salesforce. I would like to congratulate the Salesforce Super Users. You have been chosen because you're passionate and advocate of change management. Thank you for all your efforts.
