Case Study: LaserShip reduces call center workload with Rainmaker Associates, LLC

LaserShip reduces call workload and improves data collection with Rainmaker Associates

LaserShip, a leading provider of final-mile delivery services, faced a challenge with its call center being overwhelmed by a high volume of voice calls, particularly during peak shipping times. This led to long hold times, frequent call forwarding, and increased customer dissatisfaction. To address this, they partnered with the vendor Rainmaker Associates, LLC.

The solution implemented by Rainmaker Associates leveraged Salesforce platform features, including a Watson Chatbot to handle common queries and OmniChannel Routing to optimally assign agents. This allowed LaserShip to efficiently manage multiple chat sessions simultaneously and escalate only high-priority cases to voice calls. The results were a significant reduction in call workload to acceptable levels, more efficient use of support staff time, and improved data collection, with the chatbot growing progressively more intelligent through quantitative metrics and AI.

LaserShip