ENGS Commercial Finance Co. specializes in providing loans and leases for equipment and risk management products vital to organizations in the transportation, industrial and construction sectors. ENGS has a long history of prioritizing customer experience (CX) in all the financial services that it provides.

To expedite customer requests and extend its real-time customer self-service capabilities, ENGS leveraged the power of the Salesforce Cases tool to create a portfolio of online forms that address the common customer requests and interactions on its official website.

These forms eliminate extraneous time spent on the phone or sifting through unformatted and detail-light email requests causing delays for both support representatives and customers and accelerates task-completion and greater efficiency on the part of the customer service team. ENGS’s integration with the Salesforce platform includes an integration with third party live chat capability during business hours, broadening real-time customer communication options.

In addition to allowing website visitors to submit questions and requests instantaneously, Salesforce Cases streamlines CX by automatically routing, tracking and processing customer forms related to online account and mobile app access requests, leaving ENGS reps free to handle intricate customer issues that demand a human touch. Salesforce Cases works in conjunction with ENGS’ customer data visualization project, leading ENGS to a far better understanding of its client’s essential account needs.

“Since the integration of this CX digital solution, we have already realized efficiency gains by 50 percent in our responsiveness to customer inquiries and requests,” said Brian Kerrins, ENGS Vice President of Portfolio Management. “This is another successful demonstration of the ENGS commitment of leveraging technology and continued adoption and integration of products that provide service to our customers and vendors.”

Salesforce Cases provides enhanced case management functionality across multiple ENGS business units. The platform’s rules-based automation not only facilitates the processing of inquiries and requests, but it offers a tracking and reporting framework that has allowed ENGS to evaluate a series of metrics, identify operational inefficiencies, and optimize CX with ongoing strategic improvements.