Client uses Asterisk for their PBX / Phone System and Salesforce as CRM. Document workflow is based on MS Excel spreadsheets exchange between Client’s Staff. We need to automate the existing Call Data Records processing.
All the processing is being occurred in one window without leaving Salesforce. Instead of MS Excel spreadsheets Salesforce Database is used (Cases are being created as records in Database). Call Records are attached to the appropriate Client’s Staff Users by the phone number and/or extension number. In addition functionality for complex custom call records reports has been added: unique Visualforce page design with multi-level filtering.
Customer satisfaction rating increase by decreasing the time required by staff to respond to the request. Case processing time reduction with help of intuitive and user-friendly interface.