In early 2012, Taulia recognized that its support team could provide better service to its enterprise customers if the support reps could see a customer’s screen during a call. Because their cloud-based vendor portal, branded for their customer, is being utilized by the customer’s own suppliers, the Taulia team didn’t have the visibility they needed to understand what the customer was seeing on the screen.
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Oracle Customer Success—Taulia
Taulia uses LiveLOOK Co Browse to Assist Enterprise Vendor Portal Users
ShareWe love LiveLOOK Co Browse. It saves us time, because there’s no confusion over what the issue is. Our support team can see a supplier’s screen and help solve a problem or answer a question right away. What’s great is that there’s no technology issues – it always works.
— Branden Lewis, Taulia
Taulia develops solutions to optimize the enterprise invoicing and payment process. They provide systems to large buying organizations in order to reduce their total spend and achieve double-digit returns on their cash positions, while suppliers get paid earlier at a lower cost of capital than alternative options. Taulia's Dynamic Payment Platform offers e-invoicing, instant vendor portals and a sophisticated dynamic enterprise payment management system.
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The Challenge
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The Solution
Taulia reps needed to be able to help suppliers submit invoices, view the status of submitted invoices, review purchase orders, examine accounts payable and accounts receivable records, etc. Taulia quickly settled on LiveLOOK as the best-in-breed co browse solution to be able to achieve this level of live help.
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The Results
After deploying LiveLOOK co browse, Taulia has seen a decrease in call duration, reporting that co browsing saves time because there is no confusion regarding what the caller’s issue is. While reps could previously jot down notes during a call and check into the details later, with co browsing the rep can help immediately in real time, and resolve issues quickly and completely.
This story was originally published on www.livelook.com.
Published: Sep 19, 2014