Improving operations and customer service with Salesforce Service Cloud and Einstein Discovery

Company Profile

OneSource Virtual (OSV) is a pioneer of Business Process as a Service (BPaaS) including Robotic Process as a Service (RPaaS) with Workday software headquartered in Dallas, Texas. OSV supports HR organizations to become a strategic partner through Workday deployments, consulting, training, and in-application payroll administration, benefit administration and application management services.

Business Situation

OSV wanted to optimize business operations and customer service by implementing Service Cloud and Einstein Discovery to address the following business use cases:

  • Projecting level of effort and duration of cases resolution to drive efficient staffing
  • Improving Client Payroll Runs/Fulfillment
  • Understanding customers and how to improve CSAT 
  • Predicting Consulting/Professional Services Consumption

Implementation

SpringML built out several Einstein Discovery predictive models supported by Einstein Analytics visualizations and end-user recommendations using Einstein Next Best Action across a series of identified use cases, driving customized Intelligent User Experiences for employees. OSV obtained the following benefits in just 4 weeks:

  • Improved staffing efficiency & utilization management
  • Reduced payroll misses with Predictive Analytics
  • Reduced customer churn & improved CSAT
  • Improved customer renewals