Service Cloud Implementation for Home Service Application -Cyntexa

Service Cloud Implementation for
On-Demand Home Service App

Introduction

Industry

Commercial Services

Products

Salesforce Service Cloud

Capabilities

Build and Implement

They are one of the largest growing on-demand home service businesses. They provide their users with a premium platform on which they can hire the best experts for various range of services like beauticians, carpenters, plumbers, sofa cleaners, and many more. Their matchmaking algorithm helps to match users with service providers that are nearest to the user’s needs and are ready to provide the service at the user’s requested time and date. They mainly focus on the value, price, and convenience that they offer to their customers.

Project Challenges

The client wants us to implement a system with which they can provide better service. To make this procedure much progressive they want to create Salesforce application and in that implementation of:

Loss of Customer Inquiries: Their team was not able to manage a large number of customer inquiries. Their customer support agents mainly received inquiries on email and they were not able to track each customer, which resulted in the loss of inquiries and customer dissatisfaction.
Enhancing Customer Support: They were looking for a solution that will help their customers in less time with the same quality of service.
Customer Data: As they were planning to shift their system on Salesforce from their current platform, they wanted to make sure that all the data such as customer information, agent data, customer inquiries should be transferred to the new platform.
Service-Related Issues: Some customers raised concerns over the services they were offered. This often led to disputes between the customer and the company.
Problem in Accessing Customer Data: Their agents faced problems in accessing the large amount of customer data which was scattered unevenly across various modules of the system. This often resulted in a delay in customer service.

Project Solutions

We implemented the following solution to overcome the above challenges for our client

Effective Management of Customer Inquiries: We implemented web to case and email to case features of salesforce service cloud case management. These features automatically converted customer inquiries to test cases and sent those

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