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Deliver Exquisite Customer Services with Salesforce Service Cloud & FSL

industry

Industry

Communication

industry

Sub Industry

Telecommunications

industry

Products

Salesforce Service Cloud and Field Service Lightning

industry

Services

Salesforce Development Services

industry

Location

USA

industry

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60%

Improved delivery of services

45%

Increased efficiency in operations

85%

Optimizing customer communication & engagement

Overview

Hunter Communications is a popular name in the Telecommunications industry in Medford, offering customers Internet, Phone, and VoIP services in Oregon and Northern California. 

They use state-of-the-art Fiber Optic and Fixed Wireless Technology to project high reliability and uninterrupted connectivity

Challenges

  • Data Management and Customer Scheduling: They faced the challenge of managing and scheduling technicians and time slots in northern and mid parts of the state with a customer-friendly approach.
  • Site Walk Coordination: Difficulty for the customers in scheduling Site walks for areas that are not easily feasible.
  • Automated Booking of Appointments: Automating the booking process for Fiber-related services was a key consideration, as a manual approach was not working out for them.

Solutions

Discover the remarkable impact of integrating Salesforce Service Cloud with Field Service Lightning (FSL).

 

  • Tracked Delivery Services – Tracked Delivery Services in newly covered areas by creating and managing Service Territories in Salesforce.
  • Salesforce Workflow Automation – Next, we implemented Automated Workflows using Salesforce Flows to enhance efficiency and update record status.
  • Field Service Agent Availability – Designating specific time slots and operating hours is the solution for determining the availability of Field Service Agents.
  • Effective Communication – Facilitated Effective Communication with Customers from New Territories & Services by creating and updating Email Alerts.
  • Technician Skills Assignment – Assigned Skills to Technicians by creating User Accounts for explicit management of capabilities and service territories.
  • Automated Bookings – Automated appointment bookings by designing a force.com site and sending email alerts to customers with their auto-populated information.
VIEW COMPLETE SOLUTION

Benefits

  • Increase in customer retention achieved through proactive measures with the help of better data accuracy.
  • Decrease in bounce rates with a more user-friendly interface and engaging site architecture.
  • Improvement in data accumulation due to the integration of service cloud and marketing cloud to link cartridge.
VIEW ALL BENEFITS
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