Building A Custom Case Management Solution Leveraging Salesforce

 

Overview

 

A leading Logistics, Warehouse, and Fleet services provider had been experiencing a surge of customer support issues and they were looking for a way to track those support tickets. They approached us to build a robust service support system that tracks customer’s requests through Cases.

Highlights

 

  1. We built them a tailored system for customer support that took into account their whole customer service process.
  2. Implemented Service Console for the Support Agents to monitor and act upon cases.
  3. Enabled auto-response, custom case search, and dynamic case merge functionality.

Outcome

 

All customer requests are recorded as cases in Salesforce and are automatically assigned to the appropriate agent based on the severity of the query. It has empowered agents and enhanced customer experience.

 

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