LivePerson's Enhanced Integration with NetSuite Helps ClearStar.net Increase Productivity and Improve Client Support
Agents resolve customer cases 60% faster via live chat
Atlanta-based ClearStar.net is a trusted provider of strategic services and technology infrastructure to the risk mitigation, employment and tenant screening industry. Some of the largest HR firms in America are part of ClearStar.net's loyal client base.
ClearStar.net fosters strong client relationships by providing personal, high-touch customer service and value-added tools for background screening organizations. In 2005, ClearStar.net teamed up with NetSuite to streamline support and incorporate data sharing for clients electing to use NetSuite's customer relationship management (CRM) system.
Although NetSuite's applications automated many internal processes for ClearStar.net's customer service department, agents recorded call notes by hand. On average, it took agents an additional 3 minutes after every call to manually type their notes into NetSuite, which detracted from the productivity improvements the company hoped to gain from the CRM system.
The customer service department needed a complementary tool to streamline internal processes, while maintaining the immediate, high-touch contact clients demanded. ClearStar.net sought a solution that would increase agent efficiency, expedite case resolution, integrate seamlessly with NetSuite's CRM system and support a multi-tenant environment (multiple businesses, customers and websites).
"With 90% first contact resolution rates and 60% faster issue resolution than via email or phone, live chat is already the channel of choice for our clients to request and receive support."
Kevin Lenahan
Chief Technology Officer
ClearStar.net