The client is a real estate solutions and investment firm, helping homeowners sell their properties quickly and efficiently. The client works directly with homeowners to help them sell their houses fast, and customer relationship management is one of the most important processes within their organization. Customers are able to connect to the client through multiple channels, and the sales team needs to be able to secure leads coming in both online and through the web.
The Challenge
To streamline and facilitate its sales and investment strategies, the client wanted a custom, in-house CRM application that could be integrated with all of the organization's communication channels. While there are many CRM solutions available, not many of them could support the organization's needed processes without customization.
The CRM solution had to be designed to support the company's sales and support call center.
It also needed to provide data analysis on current customer sentiment, to better score leads.
Finally, the client also needed to implement an online chat application for its customer support agents , so they could improve their engagement with online clients, and encourage online clients to take the leap.
The Solution
eJapan Office could create an all-in-one customer and sales channel to better support client' operations. To acquire a full suite of Amazon Connect applications, The client asked eJapan Office to provide them with a new AWS cloud solution. eJapan Office was able to implement a new cloud center accordingly, with AWS Connect, AWS Lambda and AWS Kinesis. AWS Connect is a cloud-based contact center service that allows you to interact with your customers through voice and chat. AWS Kinesis is a data streaming service that enables you to collect, process, and analyze real-time data from various sources. AWS Lambda is a serverless computing service that lets you run code without provisioning or managing servers. All communication was clear and consistent. Ejapan Office team deployed a AWS Connect contact center for the client quickly and efficiently.
The Result
Through the new center developed by eJapan Office, the client is able to quickly analyze ongoing customer sentiment and get superior reports based on queues, agents, and routing profiles. The company's contact center was empowered with a full suite of supporting AWS applications, translating directly to better business outcomes. The company is now in charge of its customer data, and able to use its customer and lead information to improve support and sales strategies. As for the transition, eJapan Office was able to provide support for the integration of the custom CRM application with the new cloud contact center. The client was able to easily transition to a CRM solution that had been customized to them, without any significant disruption. And with new, online chat functionality and the omnichannel approach, The client could ensure that its sales team never missed a lead.
how artificial intelligence can help ?
Artificial intelligence (AI) can help to deploy and integrate AWS Connect, AWS Kinesis, AWS Lambda and CRM in various ways. Here are some examples:
- AI can help to automate the process of setting up and configuring AWS Connect, a cloud-based contact center service that allows customers to interact with agents through voice or chat. AI can also help to optimize the routing and queuing of calls and messages, as well as provide real-time analytics and insights on customer satisfaction and agent performance.
- AI can help to stream and process data from AWS Connect using AWS Kinesis, a service that enables scalable and reliable data ingestion and processing from multiple sources. AI can help to apply machine learning models and algorithms to the data, such as natural language processing, sentiment analysis, speech recognition, and conversational AI, to enhance the customer experience and provide actionable insights.
- AI can help to trigger and execute AWS Lambda functions, which are serverless code snippets that run in response to events or requests. AI can help to invoke Lambda functions based on the data from AWS Connect or AWS Kinesis, such as sending notifications, updating CRM records, generating reports, or performing other tasks. AI can also help to optimize the performance and cost of Lambda functions by dynamically adjusting the memory and CPU allocation, as well as the concurrency and timeout settings.
- AI can help to integrate CRM systems with AWS Connect, AWS Kinesis, and AWS Lambda, to create a unified and seamless customer journey. AI can help to synchronize the data across the platforms, such as customer profiles, preferences, interactions, feedback, and transactions. AI can also help to personalize the customer experience based on the CRM data, such as offering relevant products or services, providing tailored recommendations or solutions, or delivering proactive support.
In summary, AI can help to deploy and integrate AWS Connect, AWS Kinesis, AWS Lambda and CRM by automating, optimizing, and enhancing the various aspects of the customer engagement process.
eJapan Office past cloud solutions
Our case studies demonstrate a variety of implementations focused on creating substantive business results for our clients. Reduced cost of operations, secure and compliant infrastructure, as well as improved environment stability, are just a few successes of eJapan Office past cloud solutions.