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Customer Perspective: T2 Optimizing Agent Experience with Service Cloud Voice

Service Cloud Voice was the big announcement at Dreamforce 2019, and now that it is available, it has not disappointed. Service Cloud Voice leverages Amazon Connect to offer some amazing pre-built functionality, and you can take advantage of Amazon services like S3 storage, LEX voice bots, and more to further expand the experience. For more details on Service Cloud Voice features, check out our in-depth blog post for a product overview and an outline of all the updates that will go live in Winter ’21. With our extensive Service Cloud experience, and our background in call center operations, customer support, and telephony expertise, jumping into Service Cloud Voice was a no-brainer for us. We were excited to have a successful implementation live and under our belts within 3 weeks of Service Cloud Voice being live. Today, we’re chatting with Khuspal Liversidge, Vice President, Product Support, of all T2 Products at T2 Systems about her experience rolling out Service Cloud Voice. Let’s jump right in!


Tell us a bit about T2
T2 handles everything around parking; permits and enforcement, multi-space parking meters, and gated systems, the kind you see at airport parking garages. We facilitate the sale, tracking, and management of parking permits for a wide variety of organizations such as municipalities, universities, and colleges. We essentially offer a full spectrum of products and services related to parking.

Tell us a little bit about your telephony channel in general. How much of your customer service mix is telephone support, and what portion of your interactions are coming in through the telephone?
We have 26 people in our support team, these are divided into three product areas. There’s the Pay Station, which supports the multi-space meters and their back end system Iris. We have the Flex PE Team that deals with Permits and Enforcement, for example, parking permits for a college campus or a residential apartment complex. And then finally the third team is called PARCS, Parking Access Revenue Control Systems, which supports the gated products. They’re divided into three distinct areas because they are very different products.

Now, T2 services the operators, which are the people that own the hardware and manage the lots, not the end customers. So, whenever it’s a hardware product and the hardware is down and you have a queue building up of people that need to pay, contacting us by phone is the quickest method. Phones have been very dominant for the hardware products; these represent 2 of our 3 major products. Customers aren’t going to send an email when they have an immediate issue that needs to be resolved and they need to speak to someone ASAP. For our Flex team, historically support was via email or via T2 Communities. But we are starting to see more and more calls coming in for this team, as well. In 2019, out of almost 20,000 cases, 50% of them originated via a phone call.

So it’s vital for us to have a good phone system and to have the ability to record the calls, especially since these are the most critical customer interactions. The new call transcription is wonderful. It saves us from having to review and listen to each call to see if there’s any information that was missed.

What did your Salesforce instance look like before moving to Service Cloud Voice?
We were using a third party CTI, which had ‘partial’ integration with Service Cloud. What I mean by that is, we had an object under the Case for the call recording, and there was a link to the Call recording that resided in the other system. So you could click into it from the Case, but it didn’t actually live in Salesforce. Now with Service Cloud Voice, I can go into the Voice Call record and do whatever I need to do, play back the call recording, and so on from Salesforce itself. Previously, I could do basic call reporting in Salesforce, but I couldn’t really reference anything on the Account. So there was no routing, or anything I could do on the Account or the products they own.

Here is a prime example: we have customers that are called “Red customers.” These customers require extra attention, so if a Red customer calls then we would want to put them at the top of the phone queue, and route them to our most skilled resources so they are getting the best possible service. This is a fairly dynamic status – a customer can flip from red to yellow and back to red again. With our prior system, we could do this, but we would have to flag the incoming phone number to enable it to route differently – but as soon as the Account status changed, we would have to modify the routing logic again. With Service Cloud Voice, we have the option to handle this logic automatically with workflow rules, and obviously, we can do the same for some of our other scenarios, too.

What other Salesforce Products do you own that your Agents are using.
T2 has been using Salesforce for almost 20 years, so we are long-standing customers. We have Sales Cloud and Service Cloud, Salesforce CPQ, Customer and Partner Communities, Field Service, and we have Einstein Analytics Plus licenses, Mobile Publisher, and Pardot Plus. We are now on Omni-channel, and working on rolling out chat soon, so our Agents are very much living inside Salesforce day in and day out.

What was the key driver to move to Service Cloud Voice?
Well, we’re on our third phone system, so it’s been a bit of a journey. There were multiple factors, really. Being able to bundle our telephony with our Salesforce licensing offers a cost savings, which is always a factor. But more so due to the additional functionality – we have Einstein for reporting and Service Cloud Voice sitting right in our Service Cloud – the functionality of having a highly incorporated and integrated product gives us the ability to do a lot more than with a third party CTI. So it was a combination of cost and functionality, really, that factored into our decision.

Wow, three phone systems. What made you choose Service Cloud Voice?
Each of the three phone systems we’ve used has had specific features we’ve liked. With Service Cloud Voice, the Amazon Connect side of things has been around for a while for the Call Center, even though the Salesforce integration is very new. There have been refinements introduced, and there are more updates and features in the roadmap. But one of the biggest things the team loves is that the integration just lives right inside of Salesforce. It’s giving us the capabilities and functionalities that we’re looking for right now.

We can have calls ring through to a specialist based on the products that are listed on the caller’s account. And we have the ability to continue to build out these more complex types of routing rules. When you’re using a third party CTI that can’t really reference the Account, you can’t really get to this level with your routing functionality. You’re limited to the phone number itself, and if someone changes their phone number or changes something on the Account, then the logic needs to be redone.

Also, we feel that Salesforce continues to listen to customers around the features that are needed. I’m encouraged because my team was recently asking for a keypad for outbound calls, and now I can see that keypad functionality will be included in the October release. So that’s great to see.

Can you tell us a little bit about the Service Cloud Voice implementation itself?
I’m stoked that the implementation went according to plan. Gears did an amazing job, they were easy to get ahold of, and very efficient with daily check-in calls. It was a very tight implementation, and the response time was amazing. The most difficult task was porting our main IVR line and T2 made some changes to our own internal phone systems. Other than those issues, I don’t think it could have gone better – even if we had more time.

Well, we’re happy to hear that! How has the transition to Service Cloud Voice been for your team?
The team is taking it very well! Service Cloud Voice gives us the ability to receive a phone call from a known customer, where before we had to do a manual search for Cases. So, if someone calls and says, “Hi, I’m Jack Black from ABC parking” then we would have to do a manual search for their Cases, potentially create a new Case or find the existing Case at the Account or Contact level. We previously had to manually search for these cases. Now, we can quickly pull up existing Cases for them, or from their Account that a different Contact could have already submitted.

For us, this is huge, because it stops us from duplicating Cases. It’s automatic, it’s on the screen so the Agents can get all the information they need on their screen. They see any special notes on the Account or any exceptions to the normal process. We have everything we need now in one display, which really empowers the agents when they’re on the call.

Are you getting feedback from your agents?
They do like it. We have Slack channels set up internally, and we’re hearing good feedback. Now, we transitioned to Lightning with this roll-out, so it was a double whammy for the team dealing with migrating off Classic and learning a new phone system, too. But, the change to Service Cloud Voice was very straightforward, and most of their challenges have been around learning the new UI.

The flexibility to have Cases up-front, and the ability to receive a phone call and either assign that phone number to an existing Contact or create a new Contact – while on the call – is huge. The team loves it and we’ve had some really positive feedback.

That’s great to hear. As we wrap up, is there anything else you want to add?
One thing that helped was having a power user spearhead the transition to the new phone system. That kind of buy-in has been hugely helpful and ensured we hadn’t overlooked anything. We’re very happy with Service Cloud Voice; the flexibility and the adaptability have been key for us. Customer satisfaction is key for us, so any system or process improvements that enable us to provide our customers with more efficient and timely service is valuable.

Thanks again to Khuspal for taking the time to speak with us! If you’re looking to see Service Cloud Voice live in action, check out our recent webinar where we demo some of the coolest features, like the real time transcription. As always, if you’d like help implementing Service Cloud Voice, please reach out and we’d be happy to help!

Harry is the CEO and founder of GearsCRM, with more than 18 years of experience working with the Salesforce platform. Outside of Gears, Harry enjoys debating Star Wars and Marvel with his son and sharing music and videos with his daughter. He is an avid racquetball player, bleeds Dodger blue, cries Jets green and always tries to find spare time to read a good fiction novel.

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