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78 Indian Service Organizations Use Workflow Process Automation Report

Economic uncertainty prompts focus on efficiency. With rising inflation and rate hikes making headlines, customer service teams are looking at new measures of success and new technologies that drive productivity and efficiency.

Economic uncertainty prompts focus on efficiency. With rising inflation and rate hikes making headlines, customer service teams are looking at new measures of success and new technologies that drive productivity and efficiency. 78% of service organizations in India use workflow and process automation, says the fifth edition of the State of Service report from Salesforce, a CRM company.

The report also indicates how there has been a continued increase in digital customer service. Customer migration to digital channels has taken off during the pandemic and shows no signs of slowing down. 72% of service organizations in India offer video support and 77% offer live chat, the report says.

The “great resignation” prompted a focus on the employee experience. With high turnover rates, service organizations offer perks like remote work and better career development opportunities. Service organizations in India have experienced an average turnover rate of 32% over the past year. Customer service continued to expand beyond the contact center. Field service is now an issue beyond its original domain in industries such as energy and utilities. 85% of service organizations with field operations in the country say it is essential to growing their business.

Arun Kumar Parameswaran, General Manager – Sales and Distribution, Salesforce India, said, “The role of customer service is fundamentally changing in the context of changing customer behaviors, rising expectations and economic growth. Investments and innovations in the field of customer services have increased by leaps and bounds in recent times. Today’s leaders are increasingly focusing on the quality of customer service while evaluating their metrics of success. This research provides valuable baselines and differentiators that help inform important decisions.

The report shares insights from over 8,000 professionals from 36 counties, including over 300 Indian respondents.