Now, Einstein can serve up data from integrated systems and even predict classification like case priority level, significantly reducing triage times. Previously, agents spent up to two minutes searching across systems for relevant data to assess the claim, including:Ī few minutes adds up across hundreds of cases each day. Merchants may then open a support case to dispute the charges, prompting agents to act fast. When this happens, Uber Eats immediately issues a refund, charging the merchant for the cost.īut the fault may lie with a courier or someone who mistakenly picked up the order, resulting in lower customer satisfaction for the merchant. Other times, the entire delivery goes missing. Sometimes, consumer orders arrive without the fries they ordered. In just seconds, MuleSoft maps all API responses so agents have all the data they need to make swifter decisions and resolve cases faster. Now, if a restaurant needs to make an update like changing its ownership in the Uber Eats system, agents can quickly make it across every system in real time. The platform fetches data from external systems for everything from payment details to legal and compliance information. Today, MuleSoft automatically unifies data from across the Uber Eats ecosystem onto one screen in Service Cloud. “It took a lot of time and manual steps, resulting in a poor agent experience and increasing handle times - all relating back to a poor customer experience,” said Neela Penmetsa, Senior Salesforce Administrator. As a result, agents spent precious minutes fetching user, order, and refund data from hundreds of service tools just to understand the customer’s need. Previously, the company’s service data was spread across 30+ systems in each of its global locations. Here’s how.Įvery Uber Eats support case is unique, from onboarding new merchants to settling consumer disputes about missing food. With a shared view of merchants, end consumer data, and uber-fast response times, the company can keep 25 million restaurateurs and their customers happy to achieve global growth. Salesforce Customer 360 is the secret sauce that connects Uber Eats’ service operations. “With data in a single platform, we can see what the experience was for the end consumer, what questions are coming our way, and how we can support our merchants fast,” said Parul Saini, Head of IT, Uber. Today, integrations automatically pull case data from all those global systems into one view so agents spend less time triaging. It’s a scenario that kept Uber Eats’ IT and service teams up at night until they did something about it. Service agents attempt to track down your order details, communicate with the restaurant owner, and process a refund - across about 30 different global systems. The restaurant tries to fix the problem, but there’s chaos behind the scenes. Your takeout food arrives, but your friend’s burger is missing.
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