How Shutterstock scaled customer service with smart Case distribution.
60 hours
6.5 hours
18 to 1
"Setting up the app was extremely straightforward. It’s got to the point where we’ve handed over the keys to our Customer Service team and Sales Ops managers, and they’re running with it. As far as management and setting up goes it’s been really great."
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Problem
Shutterstock was wasting 60+ hours weekly on routing global inquiries.
Shutterstock, the world’s leading marketplace for licensing images, videos, and music, faced a growing customer service challenge as their global reach expanded.
With users in over 150 countries and support in 20 languages, they were inundated with customer inquiries that had to be accurately routed by time zone and language.
Their team was spending more than 60 hours each week manually sorting Cases - filtering out spam and assigning them to the right Sales or Support reps. To solve this, Shutterstock needed a Salesforce Case distribution solution that could automate the entire process.
Solution
Distribution Engine provides a single solution to their complex routing needs.
Shutterstock discovered Distribution Engine on the Salesforce AppExchange and found the setup process so simple that instructions were barely needed. Their Salesforce Admin team were able to handover control to their Customer Service and Sales Operations teams, who can now manage Case distribution independently.
Distribution Engine provides smart tagging and automated routing, sending Cases to the right team members based on language, skills, location and topic.
In the past, requests would have to wait for an individual person to be assigned to a query. For example, a case from Japan could come in overnight and wait to be assigned to a Japanese speaking representative. Now that just happens automatically, so the case waiting for customer service rep as soon as they start their day.
Outcome
Smarter Case Distribution cuts response time by 6.5 hours.
With intelligent Case distribution in place, Shutterstock has made some impressive efficiency gains. Cases are automatically routed by language and time zone, saving them 60 hours of manual work each week and cutting response times by around 6.5 hours.
Shutterstock have really made the most of Distribution Engine’s smart tagging feature to help segment their Cases. They’ve been able to consolidate 18 separate Salesforce queues into just one, supporting customers in 20 languages around the clock.
Curious how you can speed up your Case response times? Learn more here.
Fancy giving Distribution Engine a try?
Have a play around for free, or get in touch if you’d prefer to chat.
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