Restore
8 hours
of productivity
Based on a study comparing user behavior when processing cases in Salesforce with, and without, our Service Experience Suite AppExchange apps, we conservatively estimate 8 hours can be saved per agent, every week, when an organization uses Service Experience Suite.
The sections below illustrate the time savings of each app, which add up to 8+ hours.
$17B tech services provider saves 3.5 hours per agent, per week using Vicasso’s AI-powered File Slayer
The organization has 550 support agents working ~1.6M cases per year, and customers send to the agents files like screenshots of software issues to illustrate issues they need help with.
But the lists of files on cases in Salesforce were cluttered with irrelevant files like social icons created from email signatures. Agents had to click around to find the 1 file they needed in a haystack of hundreds. Some cases had 500+ files to sort through. Consequently, agents were wasting nearly 1 hour each day.
Taking into account their agents’ average hourly rate, they calculated a waste of $1 million per year.
The organization implemented File Slayer by Vicasso which uses a neural network to automatically remove unwanted files like social media icons from email signatures. As a result, agents no longer waste nearly an hour every day sorting through irrelevant files. Instead, they find the specific file they need immediately, spend their time closing more customer cases, and the service team saves time and money.
Agents save 3.75 hours per agent, per week using Case Flags intelligent case prioritization
Whether it’s at the beginning of their shift or after responding to a customer, agents need to identify which case they should work on next.
Commonly, agents use list views in Salesforce to manage their workload. However, out of the box, there is no quick, singular identifier for which case requires attention.
Therefore, agents need to look at multiple criteria like Status, Priority, or Next Steps to guess which case they should work on next. Agents then click into case records to review the case details, further click into email message records to attain context, etc.
This process can take anywhere between 1-3 minutes per instance, and it is common for this decision process to be made 20-40 times per day.
90 seconds to determine which case to work on next multiplied by 30 instances equates to 3.75 hours per week.
Case Flags automates this decision-making process. Under the hood, Case Flags takes complex criteria into consideration, such as urgency, type of customer, product line, SLA, priority, etc., and simplifies it into a single visual indicator that agents see, at a glance, and know exactly which case to work on next.
Like a conveyor belt, agents are presented with their next case to work on, no matter what page they are on in Salesforce.
As a result, every agent saves 3.75 hours per week.
Combine 5 actions into 1 using Email to Case Premium to restore 1.25+ hours per agent, per week
When processing a case using Vicasso’s Email to Case Premium app, compared to standard Email-to-Case, we calculate a savings of 6 clicks per each outbound response, including: Select Template (2 clicks), Select From Address (2 clicks), and Edit Case Fields (2 clicks). Organizations using Canned Responses, Knowledge or Attachments on Cases, will see higher savings. At 5 seconds per click, that’s 30 seconds saved per each outbound response. Agents that process 30 responses to customers daily will save 15 minutes per day, resulting in a savings of at least 1.25 hours per week. When considering the time-savings for inbound case automation, the savings are even greater.
