zPaper helps healthcare organizations bridge the gap between traditional and digital channels while connecting documents to the 360-degree view of patients in Salesforce.
Allison Smith, Director of Customer Experience and IT at zPaper, sought help from Bolt Today to create clear communication channels between CSMs and customers. She found her team unable to keep up with the questions and concerns of their clients, especially when the COVID-19 pandemic led to remote work.
The key challenges were:
Bolt Today was first engaged to complete the AWS Connect setup as the cloud telephone system for the zPaper.
Following this integration, zPaper was able to see its customer support department transform into a customer success department with the new capabilities, such as:
zPaper's success team experienced a 21.75% decrease in cases following solutions implemented by Bolt Today.
Transform customer support into customer success screenshots:
These solutions aided zPaper's customer support team's transition to a customer success team, allowing CSMs to focus on proactive methods of aiding success.
The outcomes that the customer success team experienced were significant, including:
zPaper also instated a pay-as-you-use model that allows clients to pay for additional services and know exactly what to expect from the customer success team.
Bolt Today played an integral part in this transition, notably by giving zPaper the capability to gather all forms of communication with clients straight into Salesforce.
“We needed to figure out how to efficiently get data into Salesforce that would show us what our customers typically contacted customer support for, that’s when I reached out to Bolt Today. Bolt Today has helped us capture all forms of communication with a client through Salesforce."
Allison Smith,Director of Customer Experience and IT at zPaper