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Sinch Sweden High Tech | EMEA SAP Sales Cloud SAP Service Cloud SAP Cloud Platform Integration
High Tech
Sinch powers meaningful conversations between businesses and their customers through its Customer Communications Cloud. More than 150,000 businesses rely on Sinch and its global super network, which is the most secure and reliable network for messaging, voice and email. Sinch has been profitable and fast-growing since it was founded in 2008.
+50% Increase In handled contacts during Black Friday
Headquarters Sweden
Products Communications platform as a service solutions provider
Web Site Sinch.com
Business Challenges • Customer service creates unique challenges for each company and no standard solution fits them all. Key issues we have faced frequently are: • Siloed customer data – Data is in multiple systems • Custom processes – Companies have their unique requirements and existing custom processes • Multiple systems – One user may need to use multiple standalone systems to resolve a customer enquiry Lack of efficiency Customer Benefits • With the integrated customer service solution, the users can offer omnichannel support and access all customer information from single user interface. This makes their work much more efficient, and they are able to manage more interactions. This can also be seen as a way to reduce cost by reducing the number of required agents. Online platform is accessible anywhere making outsourcing easier. • With the custom integrations we have been able to fulfill our clients' wishes. These consists of: • Prioritizing high-priority customers in routing • Automatically pause call recording during payment • Enhanced reporting in 3rd party solutions
25% More Calls handled 360 ° View
Customer profiles available for customer service teams
“Harrods can now view The Golden Record – a holistic 360 ° customer profile through shared customer data and collection of customer interactions data from all contact points, both online and offline.”
Read the Innovation Story
Harrods
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