The challenge
This lender serves borrowers directly and through partner organisations. Its service team supports different brands and enquiries at different stages of the customer relationship.
The lender wanted a service experience that felt fast and personal across those channels. Customer information, internal case workflows and voice routing needed to work together, with flexibility for different partners and business models.
Caller context
Recognise direct customers and partner enquiries, including the relevant brand and service stage.
Appropriate routing
Use that context to connect callers with the right service team.
Agent information
Make relevant customer and partner details available when the call is answered.
What we did
8Squad built inbound and outbound service workflows that used customer and partner information to guide call routing.
Recognise the caller’s context
Logic identified the relevant customer or partner brand and service stage.
Route to appropriate help
Automated routing connected enquiries with the team best placed to respond.
Support agents across brands
Salesforce brought customer information and internal case management into the service workflow.
What changed
The designed call journey used customer and partner context to route enquiries without a traditional phone menu. Agents could work across brands with relevant information available when responding.
| Focus | Goal | Delivered capability |
|---|---|---|
| Routing | Use caller context to direct enquiries | Automated routing within the designed call journey |
| Agent support | Provide the relevant brand and customer information | Shared service information for direct and partner channels |
