Challenges
The client needed a central system for managing requests that were to go to the global customer support department. The main problem was the dispersion of teams and the existence of several channels for the customer to report needs. The teams also operated on the basis of complex rules for escalation, acceptance and assignment of requests to selected teams.
Until the implementation of the central system, employees only used Microsoft Outlook to handle customer requests. Our goal was to design and implement a new solution that would guarantee a simple and intuitive user experience and automate the team's work as much as possible. Another challenge was to perform a migration of all emails from the past two months to the Salesforce environment.
Solutions
The aim of the project was to implement a process for handling customer requests on the Salesforce platform and to migrate data from Outlook. Thanks to the prepared solution, requests are automatically categorized and assigned to the appropriate teams. An extensive notification and duplicate detection module allowed us to reduce the time for handling notifications.
The prepared solution functioned on the Service Cloud platform. As part of the project, a module was created to handle escalation rules, acceptance and assignment based on customer hierarchy and SLA. Reports were generated for managers to keep track of the situation and workload of each team. The customer portal was prepared in accordance with the Salesforce Community platform, which allowed customers to submit, as well as track, their reported needs. Through the use of the Chatter module, customers and support teams can easily and quickly communicate with each other.
Effects
The team designed, developed and deployed the system to a production environment. Thanks to the training and rapid migration, the client's team achieved its previous efficiency in about a month. In turn, the team significantly accelerated its work in the following weeks.
For the support teams, a single system was created introducing a number of facilities and automation, resulting in shorter handling and resolution times. On the other hand, a portal was implemented for customers, allowing them to respond in real time to the problems they reported. Thanks to the solutions used, communication between customers and internal teams has been significantly simplified.
Technologies and tools used
Service Cloud, Talend Open Studio, Salesforce Communities