Cakebread Cellars, a renowned winery, wanted to enhance its Guest Member Services (GMS) operations to deliver a seamless and personalized experience for its members across various communication channels. Bolt Today helped implement Five9 integrated with Salesforce Service Cloud, transforming how GMS agents manage calls, reduce call repetition, and streamline follow-ups.
Project Challenges
Cakebread Cellars’ GMS team faced several challenges:
- High number of repeat calls due to lack of centralized visibility into customer history.
- Inefficient after-call work, causing delays in service quality.
- Disconnected communication channels making it hard to track call origins and intent.
- Limited analytics to evaluate agent performance and customer interaction trends.
- Lack of context for the next customer interaction, leading to longer resolution times and lower satisfaction.
Solutions from Bolt Today
Bolt Today experts implemented an integrated Five9 + Salesforce Service Cloud solution, enabling:
- Omnichannel Telephony: Voice, SMS integrated directly into Salesforce.
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Smart Call Routing:
- Based on business hours.
- Options provided to route calls (e.g., Reservations, Directions, Membership Support).
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Real-time Case & Activity Creation:
- Automatic case generation linked to accounts and phone numbers.
- Activity logging and voicemail transcription attached to cases.
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Intelligent Lookup and Matching:
- Identify and show customer account/order details using incoming phone numbers.
- Use email for customer identification if the phone number is unknown.
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Callback & Voicemail Flow:
- If agents are busy or it’s after hours, customers can leave voicemails or request callbacks.
- Cases are automatically created with call recordings/transcripts for follow-up.
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Service Console for GMS Agents:
- Unified interface for agents to view account, orders, and cases.
- Auto-open case window if a case number is referenced by the customer.
- Supports handling multiple cases for the same account efficiently.
Benefits to Client
- Reduction in Repeated Calls by approx. 25% to 30% Customers get relevant help faster, with fewer follow-ups needed.
- Approx 40% Faster Case Resolution Time Automatic case creation and account matching reduce manual lookup time.
- Unified Agent Experience GMS agents now use a single console to manage calls, see past interactions, and update case details.
- Improved Customer Satisfaction Personalized service and faster issue resolution improved the overall guest experience.
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Actionable Analytics
With Five9 integrated reports and Salesforce dashboards, leadership can now track:
- Call volume trends
- Voicemail-to-case ratios
- Agent response time and callback efficiency
Conclusion
By integrating Five9 with Salesforce Service Cloud, Bolt Today empowered Cakebread Cellars’ GMS team to deliver a more responsive, intelligent, and efficient customer service experience. The solution significantly reduced operational delays, provided deeper insights into customer behavior, and made every guest interaction more meaningful.
