In the publishing world, customer service and operational efficiency are essential, especially during peak times like the start of each school term.
Wiley, a leader in research and educational publishing, has set a new benchmark by embracing Salesforce’s Service Cloud and Agentforce with Einstein AI.
Their approach not only transformed their service operations but also delivered a 213% return on investment and over 40% improvement in efficiency.
At Ribbonfish, we understand the importance of optimising processes to meet these industry-specific demands, as we’ve helped publishing clients streamline workflows, manage peak loads, and enhance customer experiences.
Who Are Wiley?
Wiley, a trusted name in research and education, supports millions of students, researchers, and professionals worldwide. By leveraging Salesforce tools, they can now ensure a seamless experience for all their users, even during their busiest times.
What Was The Challenge?
Wiley faced the challenge of managing customer service surges, particularly at the beginning of each semester. Thousands of students and professionals rely on their educational resources, leading to a peak in support cases. Efficiency and quick response were essential to maintain a positive customer experience.
We’ve seen similar challenges with our own publishing clients at Ribbonfish. To maintain seamless service, we often design solutions that empower users with things like AI-driven self-service tools and automation.
What Was The Solution?
- Agentforce and Service Cloud Boost Efficiency
Wiley’s use of Agentforce and Service Cloud with Einstein AI has transformed their service operations. Agentforce enables AI-powered self-service, allowing customers to resolve common issues independently, freeing up reps to handle complex cases.
- Enhanced Onboarding and Case Management
With AI tools to support faster agent onboarding, Wiley onboarded seasonal agents 50% faster, achieving substantial ROI. AI assists new agents with automated case summaries, allowing them to spend less time searching for information and more time helping customers.
- Improved Self-Service Through AI-Powered Prompt Builder
Wiley is piloting Prompt Builder to accelerate service response times. Reps can use trusted, reusable prompts, which helps them respond faster to inquiries and emails.
- Supplier Accountability with Einstein Automation
Automation with Einstein case classification has empowered Wiley to track incidents linked to suppliers, holding them accountable and driving product improvements. This not only helps Wiley improve supplier relations but also leads to quicker product enhancements, ultimately benefiting the customer experience.
Prompt Builder- Boosting Agent Efficiency with Reusable AI Prompts
To improve response times and streamline common tasks, Wiley is piloting Salesforce’s Prompt Builder, which allows agents to create trusted, reusable prompts.
By automating responses for frequent inquiries, Prompt Builder empowers agents to handle routine cases quickly, reducing time spent drafting messages and freeing them up for more complex interactions.
With Prompt Builder, Wiley’s goal is to optimize efficiency, enabling agents to ramp up and respond faster, particularly during the busy school semester periods. This not only benefits customers by providing quick and accurate responses but also equips agents with consistent, reliable support tools.
Einstein Trust Layer: Secure, Reliable AI for Enhanced Customer Service
One of the key advantages Wiley benefits from with Salesforce’s AI-powered tools, such as Agentforce and Prompt Builder, is the Einstein Trust Layer. The Einstein Trust Layer is a critical component for any organisation looking to incorporate AI into their customer service securely. This layer ensures that all AI-driven insights, automations, and recommendations are built on a foundation of trusted CRM data, with robust data protection and compliance protocols.
For Wiley, the Einstein Trust Layer means that sensitive customer data remains secure, enabling their service agents to confidently use AI-powered tools without compromising privacy. The trust layer provides added security measures that ensure all interactions, prompts, and automated responses align with Wiley’s compliance requirements, a vital consideration for a publishing leader managing millions of interactions.
The Einstein Trust Layer exemplifies Salesforce’s commitment to safe, reliable AI, a significant asset for any business looking to scale up customer service with advanced automation.
The Salesforce Difference For Wiley
Agentforce and Salesforce’s embedded AI capabilities ensure that Wiley’s customer data, from case histories to product information, flows seamlessly into each agent’s workflow.
This transformation means agents can resolve cases faster and provide better customer experiences, supported by predictive insights and generative AI.
What Are Some Of The Key Benefits?
- Enhanced Personalisation- Wiley used Salesforce’s AI and Agentforce to deliver tailored support and content recommendations. By using data from their knowledge base, they could respond to diverse customer segments’ needs more accurately, boosting engagement and satisfaction.
- Efficient Operations- Salesforce’s cloud-based platform and AI-driven tools like Prompt Builder empowered Wiley’s teams to collaborate from anywhere, handle case spikes more effectively, and onboard agents 50% faster. This enabled faster, more effective decision-making and a streamlined approach to case management.
- Improved Customer Retention- With Agentforce and Einstein’s insights into customer journeys, Wiley was able to anticipate needs more effectively. This proactive approach helped them resolve routine issues through self-service, focus agents on complex cases, and increase customer loyalty.
If your organization is ready to explore how AI can enhance your workflows, we’re offering a free AI assessment to help identify the best solutions for your needs. Sign up here. Let’s discuss how we can help you drive similar results with the right tools and strategies.