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Challenges
Our client needed an effective support services solution to improve customer centricity, loyalty program and trustworthy reputation, a fast and effective way to lead customer support processes. According to the business logic and requests, we proposed to use Service Cloud as the solution.
Solutions
The aim was to let support services processes be managed with point and click. All series of business transactions were provided with automation.
To let ceases to be automatically generated from emails, anemail-to-case solution was delivered in order to resolve and track customer issues faster.
Our customer was looking for a solution to connect a telephone with a computer where customers can make conversations with support services staff. CTI, a cloud-based telephone system in Salesforce, was configured.
To collect all customer’s requests automatically from the company’s official website and to generate cases, a web-to-case solution was implemented.
Results
A fast and convenient way to deliver support services with costs reducing management of all business transactions
The customer boosted transparency and centralized data management, allowing remote and fast access to all data
Call handling time cutting down with customer experience improvement
Our team continues to provide the customer with support services
🛠 Tools & Technologies
Salesforce Service Cloud
