Client Impact Story

Liveops Partners With MST Solutions For Seamless Integration Between Platforms

Seamless Integration Creates Amnesty Between Platforms- Saves Up To 6,000 Work-Hours Per Year

BACKGROUND

Liveops is a cloud-based virtual call center service headquartered in Scottsdale, Arizona. Founded in 2000, the company pioneered the virtual on-demand call center workforce and provides flexible and remote-friendly customer service. With Liveops, clients gain access to an on-demand network of experienced agents ready to provide virtual call center and customer service solutions.

CHALLENGE

In 2020, Liveops set out on a mission to create a single source of truth for its agent records, which cover 10,000 to 20,000 independent contractors depending upon the time of year. In the past, agent rosters, which include data such as contact information, clients they serve, and payment records, were located across disparate systems—from internal call center and client platforms to Google, Excel, and SharePoint.

As the company grew and began to serve larger, enterprise-level clients, they knew they needed a way to streamline and track their agent data in one central location. According to Denise Ortiz, Senior Manager, Solutions Services, “As we continued to grow, this thorn in our side became harder to ignore. We needed better insights into our agents to gain visibility into key areas such as the hiring, training, application, and production processes, as well as learning why agents stayed longterm versus what caused attrition.”

Ortiz knew that they would never get over 20,000 agents by adding more support members to handle an ineffective system. “We want to retain our agents and keep them highly engaged. If we don’t understand why they’re leaving, we will never learn how to inspire them to stay.”

  • Blind spots in data impacted ability to analyze agent behavior
  • Potential of serious repercussions caused by data discrepancies
  • Lack of visibility into root cause of agent attrition rates
  • Time-consuming, manual processes
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SOLUTION

Ortiz and her team began searching for a solution and chose Salesforce as their platform of choice. “Our sales team was using Salesforce, but we knew that we would have to customize it extensively for our specific purposes,” said Ortiz. “We had so much data that came from diverse sources and required a lot of integrations. There was no way we could do that ourselves—we needed a team of experts to help us.” After a thorough search, Ortiz found MST Solutions (MST), a leading CRM and marketing automation consulting provider. “We were looking for a team that would be willing to work with our needs and potential complexities,” she said. “MST was truly interested in what we were doing. They were willing to sit down with us to understand our challenges and goals, and create a solution that would work for our business.”

  • Salesforce Service Cloud
  • Salesforce Sales Cloud
  • MuleSoft
“MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Denise Ortiz
Senior Manager, Solutions Services

Value Created

  • Healthy tech ecosystem with a single source of truth
  • Freed up time and resources for higher leverage tasks
  • Created automated processes, improved agent and facilitator experience
  • Seamless integration with multiple platforms

A Dream Come True —A Solution That Truly Works

“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”

Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”

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Arizona Commerce Authority Creates A 360-Degree View For A Unified Team

As the state’s leading economic development agency, the Arizona Commerce Authority (ACA) has a streamlined mission to grow and strengthen Arizona’s economy. The ACA uses a three-pronged approach to advance the overall economy: recruit, grow, create – recruit out-of-state companies to expand their operations in Arizona; work with existing companies to grow their business in Arizona and beyond; and partner with entrepreneurs and companies large and small to create new jobs and businesses in targeted industries.  

For several years, the client services division utilized a highly customized instance of force. com to capture the agency’s progress toward their business attraction and expansion goals. In order to improve user experience for existing Salesforce users and optimize Salesforce for new users, the ACA needed to expand the functionality of its existing application.  

Recognizing that data is one of its most important resources, ACA knew tapping into the power of Salesforce could further improve data capture and reporting by providing a 360-degree view of their interactions with accounts and contacts.  

With the assistance from MST Solutions, ACA successfully transitioned its super users to Salesforce Sales Cloud, added other business units to the platform, implemented standardized training and enhanced its reporting capabilities. With the uniform and efficient use of Sales Cloud, ACA provides a unified user experience and maintains data across the entire agency.

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Arizona Commerce Authority Aligns Sales & Marketing With Pardot Salesforce

As the state’s leading economic development agency, the Arizona Commerce Authority (ACA) has a streamlined mission to grow and strengthen Arizona’s economy. The ACA uses a three-pronged approach to advance the overall economy: recruit, grow, create – recruit out-of-state companies to expand their operations in Arizona; work with existing companies to grow their business in Arizona and beyond; and partner with entrepreneurs and companies large and small to create new jobs and businesses in targeted industries.  

Prior to implementing Pardot, the agency was struggling to find value in their existing marketing tool. The user experience was less than satisfactory, and the marketing team was struggling to keep up with a large volume of manual tasks without help from external marketing agencies. And, while the organization was already using the CRM functionality of Salesforce, the two systems didn’t share the same data. In order to streamline their marketing operations and better align their sales and marketing teams, ACA needed a user friendly tool that would integrate with Salesforce. By using Pardot for email list management, drip campaigns, and lead scoring, ACA’s marketing team can increase efficiency while simultaneously providing their sales team with important details about each potential customer. 

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Industry-Leading Waste Management Company Drastically Increases Efficiency Through QA Automation

Republic Services is a leader in the recycling and waste management industry servicing 41 states throughout the U.S and Puerto Rico. Providing efficient recycling and waste disposal services for their customers is a top priority as they enhance their internal technologies.

Having their clients in mind, Republic Services set out to build a custom automation framework that would reduce their QA efforts and saves huge software testing time. Effectively implementing this functional automation, would increase their employee productivity and software solutions while also improving the quality of automation with the help of the test data retrieved from their databases.

By partnering with MST Solutions, they were able to incorporate a custom built automation framework that fit their current needs and allowed for easy system enhancements as needed without 3rd party assistance. This allowed Republic Services to become more efficient, while saving time and reducing expenses.

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