Wise Wolves

November 22, 2024

Empowering Clinical Trials Worldwide: Clinical Ink Boosts Customer Care with Salesforce

Clinical Ink, a life sciences software company, provides tools that help pharmaceutical and research organizations capture data during clinical trials. They needed a solution to improve customer service and simplify communication across their global operations.

Overview:

Initial Situation: Clinical Ink faced challenges managing global customer service due to an outdated phone system that lacked multilingual support and efficient data access.

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Solutions Implemented: Wise Wolves integrated Salesforce Service Cloud Voice with features like omni-channel routing, real-time translation, and data-driven insights to streamline communication and improve service operations.

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Outcomes: Clinical Ink achieved higher customer satisfaction scores, improved operational efficiency, and enhanced experiences for both employees and customers.

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Initial
Situation

Clinical Ink struggled to manage customer service for their worldwide clinical trials. Their international scope presented unique challenges, as their existing phone system didn’t support quick data access or multilingual calls. They needed a better way to communicate efficiently across different regions and devices.

Wise Wolves integrated Salesforce Service Cloud Voice to address call routing, improve data access, and introduce real-time multilingual support.

Service Cloud Voice Integration: Wise Wolves set up Salesforce Service Cloud Voice, giving Clinical Ink’s support team tools to track customer interactions, manage workloads, and ensure steady support across all regions.

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Omni-Channel Routing: Wise Wolves designed custom routing features that connect agents with callers based on language and customer needs, improving both agent and customer experiences.

Real-Time Translation and Localization: The integration provided quick access to multilingual hold music and support, reducing frustration for international callers.

Data-Driven Insight: Clinical Ink’s leadership gained real-time views of support metrics, improving planning and quality oversight.

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Solutions
‍Implemented

Outcomes

With Wise Wolves’ support, Clinical Ink achieved impressive results in both customer satisfaction and operational efficiency.

Higher CSAT Scores: With better insights and a streamlined service system, Clinical Ink achieved noticeable gains in customer satisfaction.

Increased Operational Efficiency: Service agents could now manage inquiries from multiple regions without toggling between systems, enhancing both speed and accuracy.

Enhanced Employee and Customer Experiences: A unified platform enabled agents to resolve issues faster, making the experience smoother for employees and customers.

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“Wise Wolves brought us expertise we didn’t have, even with our in-house team of specialists. Their technical knowledge allowed us to create a customer experience that felt both local and sophisticated.”

-Keren Dubin, Systems Admin at Clinical Ink