Transform Support into Customer Success
Project Challenges

zPaper helps healthcare organizations bridge the gap between traditional and digital channels while connecting documents to the 360-degree view of patients in Salesforce. zPaper had a Support Department that they wanted to grow into the Success Department. The support manager wanted to have clear communication channels with the customers, and transform from being doing reactive support into proactive customer success.

They wanted to set up the Customer Success department that can grow, but being a small team ensures that CSMs are always available when the customer wanted them.

The key challenges were:

  • The phone was the most used way customers call for support, and CSMs were not always available. So zPaper had a third-party answering service that spoke to the customers, and create the case manually in Salesforce. It was a terrible experience for the customers.
  • CSMs were held-up on calls, and that decreased their productivity. Some issues took longer to fix, and CSMs had no easy way to provide updates and get clarifications from the customers.
  • The team had no bandwidth to handle inbound Webchat.
  • CSMs spent a lot of time updating cases, and true customer comments & sentiments were not captured.
  • COVID-19 situation made things worse, and CSMs had to use their personal mobile phones to connect with customers.
About Client

In 2005, zPaper was established initially as ‘Knowledge Bin’ in Atlanta, GA. This initial development was centered around creating document management software solutions for businesses that still utilized fax as their primary outlet.

When cloud-based computing started evolving, the company transformed into ‘zPaper’ in 2011, expanding its focus to offer the clients the ability to manage documents and information in a single location.

zPaper differentiates from other document management systems in many ways. They have a HIPAA compliant cloud that stores all faxes and is critical to Healthcare and Life Sciences businesses. zPaper helps streamline with the essential exchange of patient documentation and data across channels. The patient intake process is transformed by automating the business processes for each document journey, providing agents, referral coordinators, and intake specialists more time to focus on their most important tasks.

Solution from Bolt Today

Bolt Today was first engaged to complete the AWS Connect setup as the cloud telephone system for the company.

Post that, Bolt Today demonstrated the capabilities to help Allison transform their Support into Success Department by:

  • Documenting the end-to-end support process, IVR requirements, and building business success metrics.
  • Enabling CTI functionality using AWS Connect.
  • Building cloud-based Mobile capability, so all CSMs can have a zPaper allocated Mobile number.
  • Availing SMS capability by integrating Twilio with Salesforce Service console, so CSMs can interact with the customers, and conversation is auto-logged.
  • Building SMS capability in the Salesforce1 Mobile app.
  • Customizing the Webchat as outbound only service so that CSMs can send personalized link to the client, and the clients can directly connect with the CSMs.
  • Capturing all call recordings, and logging the call transcripts to reduce CSMs data entry time.
  • Building the ability to play the call recording right from within the Service console.
  • Creating the onboarding capabilities so that the cloud-mobile numbers can be efficiently allocated to CSMs, and managed within Salesforce.
  • Building Customer Success Metrics.

The solution that Bolt Today built can easily be re-used if zPaper decides to implement the Service Cloud Intelligent Voice.

Transform Support into Customer Success screen shots:

Benefits to the Client
  • Customer Success Department, that can provide proactive support, and scaled easily
  • CSMs can build a personal rapport with the clients without revealing their personal mobile numbers
  • Advanced capabilities to route SMS if the CSMs are out-of-office
  • Significantly reduced the time spent by CSMs updating Salesforce, and enhanced the data quality
  • Elevated the customer experience by avoiding third-party answering service
  • Cost-effective solution with pay-as-you-use model leveraging AWS & Twilio
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