Salesforce Service Cloud Implementation & Integration
Project Description
Our client needs Salesforce Service Cloud expertise to define route for their customers
to raise the ticket and get assigned automatically to the respective agents to meet the
SLAs.
Industry
IT Professional Services
Products
Salesforce Service Cloud DocuSign
Project Challenges
The major challenges to offer a comprehensive solution to the client
were:
- How to route the cases created anywhere inside or outside the Salesforce Org?
- Integration of DocuSign with Salesforce
- Automation of Process of case creation from the websites’ support page directly to the Salesforce
- How to increase the overall security of the model?
- Option for single sign-in on Microsoft Azure & Salesforce
- Migration from Salesforce Classic to Lightning Salesforce Platform
Salesforce Service Cloud Implementation & Integration
We implemented the following solution to overcome the above challenges for our client.
Need to search for the correct routing configuration depending on the requirement as it’s a very difficult process to roll back if
an incorrect routing technique is taken to progress. In addition to that, we needed Apex code for skill-based routing techniques. And
programming skills were also a must-have as it’s a bit complicated compared to que-based technique; additionally, queue-based
technique would not be a good fit for big sized organizations.
Project Results
Witness the increase in productivity and reduction in time upon successful delivery of the project.
- Sending documents from within Salesforce and enabling signing documents from anywhere, at any time.
- Automation of cases through websites saves around 25-man hours a week.
- User friendly survey emails for service provided allow our client to achieve a real picture.
- The automation saved time for the company and helped our client land bigger deals resulting in an increase of business by around 30%.
Our customers love what we do
SP Tech has impacted over 3X in revenue around the world. Our contributions are quite evident in our customer success stories.
Start Today For a Better Tomorrow
Sit down for a small informal meeting with us to understand how our experts can add value to you and help you improve your customer service experience through the Service Cloud
