Metropolitan Washington Airports Authority
CoreSphere deployed the full range of Salesforce solutions including Service Cloud, Marketing Cloud, Social Studio, and Einstein Analytics to develop an outreach and engagement platform that combines social media listening, customer service, and analytics to serve 45M customers annually.
MWAA engaged CoreSphere to modernize their customer support, social media listening, and overall customer engagement capabilities:
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Fully integrated Salesforce Service Cloud Console in lighting based customer support solution, feeding from an existing “Contact Us” webpage and from posts on social media when necessary
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Automated case routing based upon criteria and case assignment rules
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Salesforce Marketing Cloud / Social Studio to monitor social media activity, address posts directly, analyze trends over multiple accounts, and create cases into Service Cloud at the click of a button that can be automatically routed based upon the same assignment rules used in “Contact Us” page
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API integration of HappyOrNot customer satisfaction survey tool then reports in Salesforce to analyze actionable trends in customer response