Insight

IBM's contact center is a global network of thousands of agents using different systems to support thousands of products. As one of the world’s largest and most complex service organizations in the world, IBM’s global customer support network needs systems that can scale to provide the omnichannel 24/7, personalized customer experience that customers demand.

Idea

With the help of Salesforce Consulting experts, IBM was up and running to embark on one of the largest Service Cloud transformations in Salesforce history, in just four months. Integrating Salesforce Service Cloud with IBM Watson® Services, IBM deployed nearly 7,000 Salesforce Service Cloud licenses across its global support team.  When complete, one-third of IBM’s backend service systems will be retired, and more than 25,000 users worldwide will be supported by this new system to field thousands of daily service requests.

As we evolve into the cognitive era, Salesforce has been a great partner to deploy Service Cloud.

Bob McDonald, Vice President, IBM Support Transformation, Training and Globalization

Impact

Approximately 13,000 users have been on-boarded in just over 18 months, and IBM has replaced multiple systems, including a legacy ticket management system.

With a single view of the customer across all channels, IBM's tens of thousands of customer support agents can now solve customer problems faster than ever before, while Watson is able to help reduce call volume and surface answers to complex questions for customers and live agents.

Watson cognitive routing and case prioritization capabilities assist an estimated 2 million cases a year, with case prioritization saving each agent up to 45 minutes a day.  Watson chatbots handled 52% of conversations without handoff to live agents or direct case creating, allowing IBM to save millions of dollars while providing a more personalized customer support experience with proactive and predictive customer support.

 

  • 52% containment rate using Watson Chatbot
  • 2M+ cases assisted by CSP per year
  • 25,000 users onboarded

Case studies

Royal Bank of Scotland

IBM and RBS have co-created an AI-powered, cloud-based platform that empowers mortgage call center employees with real-time digital mortgage support for home buyers.

Volkswagen

“Volkswagen realized that we want to create the mobility ecosystem of the future but we can't do this alone. We need strong partners for this.”

Christoph Hohmann
Head of Customer Engagement & Communication, VW

Frito-Lay North America

See how this snack-industry leader focuses on customer experiences and uses continuous innovation to drive impactful digital transformation.

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