Industrial Equipment Supplier – Salesforce

Challenges

• The company had a large customer base, and it was difficult to keep track of all the requests and inquiries recieved, resulting in lack of coordination between various departments.
• The customer support team was also struggling to provide prompt and accurate responses to customer inquiries due to the lack of a consolidated system.
• The company’s customer support team was tracking customer issues manually, which led to data entry errors, delayed resolution times, and impacted customer satisfaction levels.
• The company’s customer support team also couldn’t measure the effectiveness of their support operations, making it difficult to identify areas of improvement.

Solution

• Our team implemented Salesforce Service Cloud to create a centralized platform for the company’s customer support team to better track the track customer issues and inquiries.
• We also customized the Service Cloud instance with specific workflows and automated processes as per the company’s requirements to improve the speed and accuracy of customer support responses.
• The implementation of Service Cloud’s self-service portal allows customers to track their requests and inquiries and provide updates in real-time.
• Integration of Service Cloud with the company’s ERP system facilitated to streamline the ordering process, reduce errors, and improve response times.
• Our team also provided extensive training to company’s customer support team on how to use the new system effectively.