Simplus is here to partner with you through every customer service interaction.

1. One of the key pillars of our
company is “Be customer driven”.
Simplus helped us integrate all
of our assets and user information
in Service Cloud, so our reps now
have 360-degree customer views.
TIM MASKREY
Program Manager, Citrix Online
Check out the difference that Simplus was
able to make in their Service Cloud operations:
5000
SAVED/WEEK
MINUTES
30
DECREASE
in average call time
SECOND
INCREASE
in CSAT SCORE
INCREASE
in total customer
LIFETIME VALUE20%
10%
We’re making the commitment to serve
Salesforce customers across the U.S.
THROUGH EVERY CUSTOMER SERVICE INTERACTION:
WE CURRENTLY HAVE
10 LOCATIONS
in the US & Canada with an
additional delivery center in Manila.
field service lightningcommunity cloudservice cloud
CITRIX develops
technologies that help
companies secure,
mobilize, and optimize
app and data delivery.
Just a few of our
satisfied customers:
SIMPLUS IS HERE TO PARTNER WITH YOU
Toronto, Canada
Manila, Phillippines

2. BASIC INTERMEDIATE ADVANCED
Traditional service channels (phone, email)
Reactive to customer needs
Disparate tools and siloes
Manual, ad-hoc processes
Self Service Portal
Case process automation - routing,
workflows, escalations, SLA’s, etc
Capturing case data and history
Knowledge base / KM
180 customer view
Case Reports
Integrated Telephony (CTI)
Voice of Customer / CSAT
Omnichannel Service
Customer-centric culture
360-Customer-view
Cross-team business
processes and collaberation
Cross-sell and Upsell
Performance analytics driving
operational insights
Intelligent service: RPA / AI / Bots
Proactive/Predictive Service
Field Service Automation
Workforce Management
IoT
Bogged down by legacy
systems and complex case
management processes,
restaurant tech supplier SICOM
was looking for a simplified
customer service solution.
REDUCED
AHT20%
INCREASE
in
25%FCR
Help transform the digital
experience across every channel
SERVICE INTERACTION: FRAMEWORK
CUSTOMER
Self Service
CONTACT CENTER
IT
Helpdesk
Agent
Knowledge
Scripting BPM /
Workbench
Order Mgt. /
Warrantee
Telesales Collaboration Analytics WFM / QM CTI
Entitlement Mgt.
(SLA/Assets)
Field
Service Mgt.
IVR SMS Machine 2
Machine
Assisted Service
Virtual
Assistants
FAQ’s Forums &
Community
Case
Portal
Mobile
Service
Guided
Help
Browse &
Search
Support
Portal
Phone Social
Post
Web
Collaboration
Email /
Letters
Chat Enterprise
Feedback
Management
Let us help you solve your
most pressing pain points: POV: CONTACT CENTER MATURITY MODEL