Turbo Tax

Turbo tax

Case Study

TurboTax Self Help Care Engineering Team tasked us to solve complex business problems and coordinate multiple technologies across all business groups, including Product Development, Marketing, Analytics, Data Science, Small Business and Customer Care.

machine learning, IVR ROuting, ai Chat, salesforce CRM

Innovation in uncharted territories

Built numerous components in Salesforce to integrate existing workflow as well as new systems for the Salesforce CRM. This included connecting a REST API to retrieve customer incidents for display to TurboTax support agents to help resolve customer issues, and writing the code to use OAuth to authenticate with the API. Our system was so successful it was rolled out as baseline system to multiple business units.

Presented with Care Innovation Results Award for inventing dynamic on-demand care operation administration tools and agent capabilities.