About the Company
A forefront provider of cloud computing services in the US, our client specializes in crafting intelligent automation and networking applications for Software-Defined Wide Area Networks (SD-WAN). Pioneering high-security, high-data transfer capacity, and real-time applications, they address the contemporary demands of the workforce.
Committed to innovation, they seek to redefine cloud services, offering clients cutting-edge solutions for optimal connectivity and Efficiency.
Challenges
In the bustling environment where every company wants to excel in customer service, our clients discovered themselves caught in a web of inefficiencies with their existing platform. The challenge was apparent – a struggle to efficiently manage queries spanning diverse platforms.
The repercussions were profound, with overlapping cases casting shadows over the quality of customer experiences and satisfaction rates. In their quest for a transformative solution, they turned to us. Recognizing the urgency of the situation, we proposed the implementation of Salesforce Service Cloud to revolutionize their customer service approach.
The aspiration was to migrate their customer service platform to Salesforce, creating a structured management tool accessible to Sales, Service Delivery, Finance, and Executive teams. The existing chaos demanded a streamlined system. Moreover, they sought a robust case management system within Salesforce to seamlessly create, manage, track, and report client inquiries.
Here are three things that they want to focus on majorly:
- Inefficient handling of customer queries impacts satisfaction.
- Lack of a structured management tool accessible to diverse teams.
- Need for a robust case management system for seamless inquiry handling.
Solutions
In reshaping our client’s customer service landscape, we strategically employed Salesforce Service Cloud to enhance Efficiency and elevate the overall experience. The Service Console played a pivotal role, providing agents with a comprehensive view of each case and convenient access to client account information.
Web-to-Case and Email-to-Case implementations fortified the client’s online presence by seamlessly converting website queries into Salesforce cases. This not only streamlined case management but also improved response times and automated updates, significantly boosting the overall productivity of the service team.
The implementation of Account and Permissions setups established a meticulous structure for user accounts, profiles, and permission sets tailored to different user roles. This ensured precise control over user access for the Salesforce administrator, optimizing security and maintaining data integrity.
To supercharge live support, we introduced Lightning Chat on the client’s website, seamlessly connecting service agents with a Jedi-like efficiency. Integrated with the Service Console, it streamlined case creation and tracking through pre-chat forms. Next in a row was Einstein Bot, the self-service rockstar engaging website visitors, lightening the load on our service executives, and orchestrating a dynamic customer service symphony.
In essence, we didn’t just introduce tools; we orchestrated a revolution in the customer service arena. It’s not about just managing cases; it’s about doing it with style, Efficiency, and a touch of magic. Improvising customer engagement framework that promises client support teams reaches at the peak of productivity and delivers an unparalleled experience to every visitor.
Testimonial
“With the vision to bring customer service evolution, we embraced the challenge with our visionary partner and strategically implemented Salesforce solutions. Though migrating the entire customer support system was a substantial undertaking, our architects deftly handled it. By working closely together and setting clear goals, we built trust every step of the way. This laid the foundation for a truly successful transformation in their service experience.”
Benefits
- Improved Efficiency with a comprehensive view and easy access to client information.
Streamlined website query transformation into cases, boosting productivity and automating updates. - User access control tailored to roles, optimizing security and ensuring data integrity.
- Live support revolution with efficient connections and visitor engagement.
- Customer service transformation emphasizing Efficiency and improvement in productivity with a unique visitor experience.
