Challenge / Goal
A leading salvage auto auction company with over 150 corporate-owned facilities across the U.S. and Canada looked to upgrade its enterprise platforms to better support the growing number of charities it represented as well as provide a better experience for its internal agents. Their legacy mainframe system lacked functionality and required its agents to complete a significant amount of manual processes to look up vehicle identification numbers, their value and the auction closest to the donation pickup site.
Tracking the wealth of donations throughout the auction process was also difficult without a centralized system. At a time when their business was growing, agent productivity and job satisfaction were decreasing. The company needed a scalable CRM solution to automate and streamline business processes to track donors, charitable organizations and vehicles efficiently, while also maintaining records for tax donations.
Solution
Bridgenext (formerly Wave6) architected a flexible, scalable solution to Salesforce® Service Cloud as well as a custom application built on App Cloud to automate their business processes. The solution our team developed, called AVID, automated and integrated the client’s backend platforms for an enhanced digital experience, better customer service and streamlined processes including:
- Integrated telephony with the company’s Five9 phone system for call handling
- Automated charity lookup based on inbound calls
- ERP integration to pass donation information and retrieve the nearest auction location
- VIN explosion tool integration
- Blackbook value pricing tool integration
- Automated emails for donor packages, receipts and form letters
Results
The new hybrid Salesforce® Service Cloud and App Cloud solution substantially increased agent productivity and customer service levels immediately.
- Agents can now utilize the AVID tool to automatically determine the closest auction location
- Callbacks and tracking reminders are automatically generated, improving agent follow-up, resulting in more completed donations
- Automated sends of donation confirmations, tax forms and receipts at the right point in the process has improved compliance with various state requirements, as well as enhanced overall customer service and increased revenue
