Service Cloud Implementation To Build Case Management Platform – Case Study

The best of both Sales Cloud and Service Cloud empowers support teams in a customer-centric business.


A renowned telecommunications company was established in 1979 to provide internet, mobile, TV and connected home services. Their clientele includes residential customers, businesses and governmental entities, educational and healthcare institutions all through Alaska. Over the years the brand transformed communication by introducing 1 GIG internet speeds and partnered with Apple and Ericsson as part of its expansion plans. To support their endeavor, the existing Sales Cloud needed to be explored to its full potential and also work in tandem with other modules in use.


After a detailed analysis of their business processes, current technical infrastructure, and expansion plans; Team AppShark proposed the implementation of a comprehensive case management system. Our solution leveraged Sales Cloud, Service Cloud, Velocity Omni scripts, and other custom Salesforce applications for each unique business function. A system of communication was established to address inquiries and complaints received from clients that were mapped to various support teams.


The project implementation was effective and addressed the objectives of the brand, enabling a streamlined process of handling cases, expedited resolution of escalations, and glitches in workflows. References and guided experiences provided to manage new accounts and opportunities.

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