Case Study: Nikon cuts call response times by 70% with Diabolocom and Salesforce

How Nikon Cut Call Response Times by 70% with Diabolocom and Salesforce

Nikon Lenswear, a key player in the optical industry, faced operational hurdles with its previous customer service system, including poor call quality and inflexibility that led to delayed responses and inefficiencies. To address this, Nikon partnered with vendor Diabolocom and implemented its Contact Center as a Service (CCaaS) platform to revamp support for its clients across North America.

The Diabolocom solution was seamlessly integrated with Salesforce CRM, which allowed agents to instantly access customer records and drastically cut call handling times. This integration led to a 70% reduction in response times, from 60 seconds down to 20 seconds, enabling Nikon's team to handle 400 calls daily with faster, more accurate, and personalized support.

Nikon

Panagiotis Samaras

National Customer Experience Director