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Enhanced Service for a Gambling Company
About the Customer
A French online gambling company founded in 2005 that offers sports betting, online casino, and online poker. Driven by a love of gambling, the company aims to offer the most entertaining gambling experience possible in its markets via easy-to-use, interactive, and innovative mobile apps. The business is comprised of two divisions: France and International. French operations are headquartered in Bordeaux, while their International business operates from Malta. The company has 800 employees.
![[object Object] on the map](https://content.andersenlab.com/common-data/client-maps/Malta/1707173634.jpg)
Project overview
Andersen enhanced the customer’s Service Cloud functionality by improving case and chat processing while introducing automation to optimize service agent productivity. Our team fixed existing flows, refined Apex logic, and enhanced Lightning Components to streamline operations.
To modernize client interactions via chat, Andersen facilitated the transition from Live Agent to Embedded Chat, configuring the Embedded Service, implementing a new pre-chat form using Lightning Web Components, and adapting the post-chat survey interface. Andersen also provided technical consultation to support the customer’s development team in seamlessly integrating the new chat system into their websites.
To increase operational efficiency, Andersen developed a scheduled Apex solution automating agent skill rotation and group assignments, eliminating manual administrative tasks. Ongoing support and improvements ensured the optimization of service processes, allowing agents to respond faster and more effectively to client requests.
Salesforce Clouds:
Service Cloud
Salesforce Development:
Apex, Triggers, LWC (Lightning Web Components)
Automations:
Flows
Customer Challenge
The customer required maintenance and improvement of their existing Service Cloud functionality. A crucial aspect of the service work is the processing of client requests by service agents using the omni-channel, mainly through service channels like email and web chat. The existing logic, designed primarily for processing cases and chat sessions, required fixes and ongoing improvements, as well as the implementation of new functionality.
The collaboration with clients took place via Live Agent Chat. However, this chat operated in a separate browser window and had an outdated user interface.
The current organization of the service team required dynamic rotation of assigned agent skills and allocation of agents to different groups at specific time intervals. These actions were performed manually by the system administrator and required automation.
Solution
First, Andersen systematically made fixes and improvements for the existing flows, Apex logic, and LWC along with the implementation of additional features.
Second, Andersen's team has contributed to the transition from Live Agent Chat to the modern Embedded Chat by configuring the Embedded Service and also implementing the interface and logic for the pre-chat form using LWC. The existing interface of a post-chat survey has been adapted for the Embedded Chat as well. In addition, comprehensive consultation and support has been provided to customer's team of developers to integrate the Embedded Chat on their websites.
Third, one of Andersen's developers has implemented robust scheduled Apex logic enabling seamless rotation of service agents across support groups and the assignment of different skills for certain periods of the day or week.
Fourth, an Andersen developer consistently provided comprehensive assistance and handled requests from various departments.
Results and Benefits
- Ongoing fixes and enhancements to existing functionality, primarily consisting of flows and Apex trigger logic, significantly improved support team satisfaction and overall productivity.
- Continuous improvements to the post-chat survey functionality and user interface have enhanced the collection of relevant feedback data regarding the support service’s performance.
- The client is now able to use the Embedded Chat with a better user experience. The chat also provides built-in support through extra features to process user requests.
- Manual operations related to organizing the support team have been substantially reduced.
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