Customer case

Designing Better Business at Brink’s: scaling productivity & customer satisfaction with Salesforce Service Cloud & Contact Center

Brink’s is the global leader in cash management. Their purpose is to keep payment affordable and accessible. They are a dominant force in the rapidly evolving industry and they operate across 52 countries worldwide.

As digitalization drives the transition from physical cash to digital cash management & payment solutions, they want to grasp the opportunities. As part of this, Brink's has committed to a customer-first approach, emphasizing safety, integrity and customer engagement. They have asked Nextview to help them with “Designing Better Business”, leveraging the power of digital as part of their customer first approach within their Customer Service Department.

Brink's need for an increased operational excellence whilst improving the customer experience

Bart Degenhart, Manager Customer & Sales Support at Brink’s says: “We’re proud to be in the position to serve a large number of Brink’s customers, which in return results in over 10.000+ service requests per month, just only for the NL and Belgium market. You can imagine this creates the need for an efficient customer service experience for both our customers as our service agents”. 

He goes on to explain, "We face a high volume of requests with relatively low complexity. Although we already have a robust platform like Salesforce Service Cloud in place to handle this volume efficiently, we believe there is room for improvement. We aspire to enhance our operational excellence while simultaneously improving the overall customer experience. This led us to consider improving the Brink's customer support portal and introducing modern channels like WhatsApp, Live Chat, and Chatbots to our Customer Service Department."
 

Designing Better Business: Shaping Brink's Digital Customer Experience

Nextview, chosen as Brink's trusted partner, is committed to designing better business each day. Their role is to challenge and inspire Brink's throughout this transformative journey, bringing industry expertise and best practices in customer experience to the table.

Bart says: “When selecting the right partner we didn’t just only look at technical know-how of Salesforce. For us it was important to select a partner that really understands the business of customer service and that can challenge and inspire us. With Nextview, it has turned out that we selected the right partner. On top of this, the Nextview team seamlessly blends in with our own Brink’s team that makes it a very effective collaboration.”

Chantal Bot-Roovers, Project Manager at Nextview, shares their approach: "We began by immersing ourselves in the support desks at the heart of Brink's operations, conducting floorwalks in the customer service department. This provided valuable insights into Brink's current maturity level and working methods. By employing Design Led Approach methods like floor-walks, we were able to challenge the initial scope of requested solutions and tailor them to the real needs and priorities. The alignment and prioritization process proceeded exceptionally smoothly."

Yolein Baaten, Brink's Project Manager, worked closely with the Nextview team on a daily basis. Yolein states, "Nextview collaborated with us to enhance the overall customer service experience. This included improving the support page, resulting in increased usability and customer self-service, which reduced the number of cases requiring direct support."

Yolein continues, "Additionally, Nextview introduced support channels like chat and WhatsApp, providing Brink's clients with flexible options to contact Customer Service. These channels significantly increased scalability, as agents can handle multiple chats simultaneously, unlike phone calls."

Bart concludes, "Finally, we designed and implemented a customer satisfaction measurement system for our Customer Service department and representatives. All these improvements were accomplished in an unprecedented timeframe of less than three months."
 

Key Results: Growing scalability through productivity whilst improving customer satisfaction

The collaboration between Brink's and Nextview resulted in a substantial enhancement of customer service efficiency. The introduction of modernized support channels led to faster response times and increased customer satisfaction. Brink's has already witnessed the positive impact of these new channels and anticipates further improvements and significant growth in their utilization going forward.

These advancements will not only positively impact the bottom line by reducing service operation costs, but they will also contribute to higher customer satisfaction. Some initial measurable outcomes include:

• Response time to incoming questions went down significantly
• Customer satisfaction increased
• Increased customer agent productivity
• Reducing the costs for the external Customer Service provider
• Ability to measure customer satisfaction in real-time
• Increased employee satisfaction

Salesforce capabilities & products Empowering Brink’s

• Enhancing the Experience Cloud, the support page has been revamped to provide comprehensive guidance and assistance for customer inquiries. Incorporating forms has increased case deflection, empowering customers to find solutions independently without needing to contact the customer service team. By ensuring easy access to valuable resources, the immediate need for live assistance during case submission has been eliminated.
• New communication channels, such as Live Chat and messaging platforms like WhatsApp, have been introduced to facilitate seamless customer interactions. These additional channels offer customers a diverse range of options to connect with the dedicated customer service team. This diversification not only enhances flexibility but also guarantees faster response times, ensuring efficient and prompt assistance.
• The implementation of Omni-channel routing has allowed prioritization of inquiries across various levels, ensuring they are directed to the most suitable customer service personnel. Timely handling of customer inquiries by the most appropriate team members was enabled, resulting in improved case resolution and increased customer satisfaction.
• A Rating Survey has been introduced, which is sent to customers after their interactions with the customer service team. This survey facilitates the assessment of customer satisfaction levels and provides valuable feedback on their experience. Direct insights from customers play a pivotal role in continuously improving the customer service efforts, ensuring consistent delivery that exceeds customer expectations.