National Audubon Society (NAS) is a national nonprofit dedicated to conserving and restoring our country’s natural ecosystems, with millions of membership supporters nationwide.
Yurgosky worked with the National Audubon Society to enhance their call center’s customer service delivery by implementing Salesforce’s Service Cloud.
Creating a Better Customer Service Experience with Salesforce
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The application integrated multiple external data sources to decrease data entry time, provide Customer Service Representatives (CSRs) faster access to historical data, and increase institutional knowledge.
By incorporating a visual timeline of interactions and syncing information from legacy systems, CSRs can access donation, purchasing and inquiry history in one snapshot.
Yurgosky built a streamlined wizard that directs representatives to collect relevant pieces of information for each individual call, providing a wide range of call purposes, including contact information updates and new donation process updates.
Additionally, to increase institutional knowledge, Yurgosky incorporated a knowledge article keyword search so representatives have immediate access to suggested solutions, providing National Audubon Society members with vetted information—across the nation.
