Overview
Discover the solutions offered by the team of HIC Global Solutions and see how we helped our esteemed clients meet their expectations.
What You Need to Know
The client was facing challenges in coordinating and managing their contact centers globally. Each region had its technology stack and processes, resulting in inconsistent customer experiences and difficulties in aligning strategies.
Why It Matters
Multi-regional service cloud implementation and Cisco telephony integration are imperative for businesses to expand globally. It helps boost the customer experience by offering tailored support to customers across different regions.
What HIC Did
On being approached by Ford, the team at HIC Global Solutions sat down for a brainstorming session and decided to adopt a multifaceted strategy to address Ford’s contact center challenges.
Their approach centered around leveraging Salesforce Service Cloud as a multi-regional CRM application, integrating telephony solutions like Cisco, tailoring solutions for regional variations, and developing custom omnichannel tools for insights-driven customer interactions.
Overview
Discover the solutions offered by the team of HIC Global Solutions and see how we helped our esteemed clients meet their expectations.
What You Need to Know
The client was facing challenges in coordinating and managing their contact centers globally. Each region had its technology stack and processes, resulting in inconsistent customer experiences and difficulties in aligning strategies.
Why It Matters
Multi-regional service cloud implementation and Cisco telephony integration are imperative for businesses to expand globally. It helps boost the customer experience by offering tailored support to customers across different regions.
What HIC Did
On being approached by Ford, the team at HIC Global Solutions sat down for a brainstorming session and decided to adopt a multifaceted strategy to address Ford’s contact center challenges.
Their approach centered around leveraging Salesforce Service Cloud as a multi-regional CRM application, integrating telephony solutions like Cisco, tailoring solutions for regional variations, and developing custom omnichannel tools for insights-driven customer interactions.
About the Client
Ford Motor Company is a global automotive leader known for its innovation, iconic vehicles, and commitment to shaping the future of mobility. With a global presence and a commitment to sustainability, Ford has expanded its horizons beyond vehicle manufacturing.
About the Client
Ford Motor Company is a global automotive leader known for its innovation, iconic vehicles, and commitment to shaping the future of mobility. With a global presence and a commitment to sustainability, Ford has expanded its horizons beyond vehicle manufacturing.
Challenges Faced
As Ford’s operations spanned multiple regions, they faced challenges in coordinating and managing their contact centers globally. Each region had its own technology stack and processes, resulting in inconsistent customer experiences and difficulties in aligning strategies.
China-specific Limitations
The limitations of using Salesforce within China posed significant hurdles. These limitations include regulatory, technical, or localization issues that impacted Ford’s ability to provide a consistent customer experience in that region.
Evolution of Ford Pass
Challenges in terms of updating the CRM architecture, integrating new functionalities, and managing data flow to reflect the evolution of Fordpass from a connected service app to a multi-functional platform.
Multi-Channel Support
Ensuring a consistent and efficient customer experience across various channels became complex. Disjointed communication channels caused delays in call tracking and availability updates.
Real-Time Interaction Delays
Difficulties in managing real-time interactions with customers through chat led to missed opportunities and poor customer experience.
Challenges Faced
As Ford’s operations spanned multiple regions, they faced challenges in coordinating and managing their contact centers globally. Each region had its own technology stack and processes, resulting in inconsistent customer experiences and difficulties in aligning strategies.
China-specific Limitations
The limitations of using Salesforce within China posed significant hurdles. These limitations include regulatory, technical, or localization issues that impacted Ford’s ability to provide a consistent customer experience in that region.
Evolution of Ford Pass
Challenges in terms of updating the CRM architecture, integrating new functionalities, and managing data flow to reflect the evolution of Fordpass from a connected service app to a multi-functional platform.
Multi-Channel Support
Ensuring a consistent and efficient customer experience across various channels became complex. Disjointed communication channels caused delays in call tracking and availability updates.
Real-Time Interaction Delays
Difficulties in managing real-time interactions with customers through chat led to missed opportunities and poor customer experience.
Challenges Faced
As Ford’s operations spanned multiple regions, they faced challenges in coordinating and managing their contact centers globally. Each region had its own technology stack and processes, resulting in inconsistent customer experiences and difficulties in aligning strategies.
They were facing issues with
- China-specific Limitations
- Evolution of Ford Pass
- Multi-Channel Support
- Real-Time Interaction Delays
The limitations of using Salesforce within China posed significant hurdles. These limitations include regulatory, technical, or localization issues that impacted Ford’s ability to provide a consistent customer experience in that region.
Challenges in terms of updating the CRM architecture, integrating new functionalities, and managing data flow to reflect the evolution of Fordpass from a connected service app to a multi-functional platform.
Ensuring a consistent and efficient customer experience across various channels became complex. Disjointed communication channels caused delays in call tracking and availability updates.
Difficulties in managing real-time interactions with customers through chat led to missed opportunities and poor customer experience.
Proposed Solutions
Salesforce Service Cloud Roll Out
Initially, HIC Global Solutions implemented Salesforce Service Cloud within their Contact center in the US region and later expanded globally. Also, enabled a connected customer journey by integrating various communication channels including chat, and mobile sources.
Cisco Telephony Integration
Utilized Cisco’s Butcher and Suter CTI solution for telephony integration in the Contact Center to integrate phone systems with computers, displaying caller data on agent screens and enabling call control.
Microsoft Dynamics 365 for China
Due to Salesforce’s limitations within China, HIC Global Solutions opted to leverage Microsoft Dynamics 365 for CRM operations in China. This allowed the contact center in China to maintain efficient operations and deliver a smooth customer experience.
LiveChat Solutions integration
Following a phased implementation strategy, HIC Global Solutions leveraged Parker Software’s V1 Chat Application to establish the groundwork for the chat functionality in the contact center, kicking off successfully in the US and UK regions.
FordPass Mobile Application Enhancements
To align with the enhancement in the FordPass mobile app, HIC Global Solutions updated the CRM system. The CRM’s architecture was seamlessly integrated with the augmented features of the mobile app.
Proposed Solutions
Salesforce Service Cloud Roll Out
Initially, HIC Global Solutions implemented Salesforce Service Cloud within their Contact center in the US region and later expanded globally. Also, enabled a connected customer journey by integrating various communication channels including chat, and mobile sources.
Cisco Telephony Integration
Utilized Cisco’s Butcher and Suter CTI solution for telephony integration in the Contact Center to integrate phone systems with computers, displaying caller data on agent screens and enabling call control.
Microsoft Dynamics 365 for China
Due to Salesforce’s limitations within China, HIC Global Solutions opted to leverage Microsoft Dynamics 365 for CRM operations in China. This allowed the contact center in China to maintain efficient operations and deliver a smooth customer experience.
LiveChat Solutions integration
Following a phased implementation strategy, HIC Global Solutions leveraged Parker Software’s V1 Chat Application to establish the groundwork for the chat functionality in the contact center, kicking off successfully in the US and UK regions.
FordPass Mobile Application Enhancements
To align with the enhancement in the FordPass mobile app, HIC Global Solutions updated the CRM system. The CRM’s architecture was seamlessly integrated with the augmented features of the mobile app.
Proposed Solutions
The solutions which we offered to them
- Salesforce Service Cloud Roll Out
- Cisco Telephony Integration
- Microsoft Dynamics 365 for China
- LiveChat Solutions integration
- FordPass Mobile Application Enhancements
Initially, HIC Global Solutions implemented Salesforce Service Cloud within their Contact center in the US region and later expanded globally. Also, enabled a connected customer journey by integrating various communication channels including chat, and mobile sources.
Utilized Cisco’s Butcher and Suter CTI solution for telephony integration in the Contact Center to integrate phone systems with computers, displaying caller data on agent screens and enabling call control.
Due to Salesforce’s limitations within China, HIC Global Solutions opted to leverage Microsoft Dynamics 365 for CRM operations in China. This allowed the contact center in China to maintain efficient operations and deliver a smooth customer experience.
Following a phased implementation strategy, HIC Global Solutions leveraged Parker Software’s V1 Chat Application to establish the groundwork for the chat functionality in the contact center, kicking off successfully in the US and UK regions.
To align with the enhancement in the FordPass mobile app, HIC Global Solutions updated the CRM system. The CRM’s architecture was seamlessly integrated with the augmented features of the mobile app.
India 
USA
UK
Canada