Development Of An Order Processing Chabot For Industrial Gas Company
About Client
Our client is a US based technology-driven medical and industrial gas company that utilizes a network business model to manage the gas supply chain.
Business Challenges
Client have a national wide industrial customers base, each customer further operates from multiple locations. The customers used to make Voice calls to Customer Support of client for placing the order and getting order status, resulting in huge overload of cost and manpower.
Further, in case of partial or faulty deliveries they had to first make voice calls to raise ticket which was bit of time consuming effort.
Venture7 Solutions/Engagement Model
We have discussed the business process with Management, operation team and IT team of client and developed a Chabot which is integrated with client existing Salesforce CRM to handle order processing.
The chatbot allows:
- Customer authentication is done through email and OTP verification
- Customer can place new order
- Customers to see the order status of the past orders
- Download invoice of any order
- Chabot creates a Salesforce ticket to cancel/update the orders and for partial /fault orders
- Customer to get POD on Emails
- Unregistered customers to be treated as lead/potential customers and send information to Sales team of Client
Tools & Technology
Node.js
React.js
HTML
Google DialogFlow
SQL Server
Key Benefits/ Value Delivered
Following are the key benefits of Venture7 Solution
- Fast verification of all customers and orders.
- Customer friendly order creation, updating and deletion
- 80% reduced the voice calls at customer support center
- 90% reduced the manpower efforts involved in the voice process
- 85% reduction in customer complains related to operation un efficiency
