Salesforce Service Cloud implementation

Optimize customer service with
Salesforce Service Cloud

Salesforce Service Cloud helps optimize your customer service

Cloud ERP on

Discover the benefits for your business

  • Self-Service capabilities – Help Center and Community Portals
  • Live Agents and AI-based Chatbots
  • Multi-channel Service Communications: Telephony (CTI), Messengers, Email, SMS, Social Networks
  • Case Management – multi-channel capture, smart routing and timely resolution of customer inquiries
  • Customer Service Console – the interface service reps to be on top of all customer-related matters
  • Unified 360o Customer View for service reps
  • Knowledge Base for the accurate and timely responses
  • Service KPI metrics: reports and dashboards for timely scaling and quality management

Salesforce Service Cloud
Improve customer service

Customer service improves when service agents can identify customers quickly, have the complete overview of the interactions in a single place.

Key benefits

  • +35%Increase in customer satisfaction
  • +31%Increase in the speed of case resolution
  • -22%Reduction in customer service operational costs

Discover the power of Salesforce Service Cloud

Area of Optimization

Salesforce Case Management and Collaboration

Must-Have Implementations
  • Case Assignment Rules
  • Case Escalation Rules
  • Service Console
  • Chatter
  • Files Management
  • Internal Notifications
  • Queue Management
Business Impact
  • All customer inquiries are classified and assigned to appropriate service reps
  • If Cases remain unattended, they’re escalated to managers
  • Service Team is able to use the Service console and handle several service flows simultaneously on one screen
  • Team members are enabled with collaboration tools and documents exchange
  • Queues are configured to distribute work among people effectively
  • Overall average lifecycle of an open Case is decreased
  • Higher level of Service leads to more recurrent purchases and higher loyalty
Area of Optimization

Multi-Channel Case Capture and Communications

Must-Have Implementations
  • Web-based Case creation (Web-to-Case)
  • Email-based Case creation (Email-to-Case)
  • Social Customer Service
  • Messengers Integrations
  • Telephony Integration (CTI)
  • Live Agent
  • Case Email Auto-response
Business Impact
  • Customers and Prospects are able to place an inquiry using a preferred channel
  • All inquiries are collected in the united Service Pipeline and processed accordingly
  • Customers are notified that their inquiries are being handled
  • Service reps save manual efforts thanks to the Case-related automatic notification
  • Service Team is able to handle more Cases effectively, using less resources
  • Customers communicate with the Company in a preferred way, their loyalty increases
Area of Optimization

Self-Service Capabilities

Must-Have Implementations
  • Help Center
  • Customer Portals
  • AI-based Chatbots
Business Impact
  • Customers can resolve their typical inquiries themselves
  • Service Teams spends less efforts on communications, focusing on non-typical requests
  • Customers appreciate the innovative approach to Service, the corporate reputation increases
Area of Optimization

Knowledge Management and AI-based recommendations

Must-Have Implementations
  • Knowledge Base Management
  • AI-powered Context Recommendations
  • Service Cloud Einstein (paid add-on)
Business Impact
  • Service Team spends less efforts to onboard new members
  • The answers to Customers’ requests become more accurate
Area of Optimization

Service Metrics: Reporting and Dashboards

Must-Have Implementations
  • Dynamic Reports and Dashboards
  • Case SLA Metrics calculation and notification
Business Impact
  • Management is able to track the efficiency of Service and make data-driven decisions
  • If any KPI metric falls, appropriate notifications are sent
Area of Optimization

Ordering Business Process

Must-Have Implementations
  • Contract Management
  • Order Management
  • Asset Tracking
Business Impact
  • The Order execution flow is reflected in the system: from Contract via Orders to Asset Tracking and Inventory Management
  • Sales and Service become interconnected flows that provide the full view of the Customer’s interaction with the Company
  • Customer Data is not siloed anymore, and the Customer gets the unified UX in all interactions with the Company
  • Customer Satisfaction increases, clients are more likely to come back and stay with the Company longer
Area of Optimization

Integrations

Must-Have Implementations
  • Telephony (CTI)
  • Messengers
  • Email Services
  • Social Networks
  • ERP or accounting system
Business Impact
  • Companies can either benefit from native Salesforce communicational solutions: Digital Engagement, Service Cloud Voice etc, or leverage custom integrations with third party services

If you are a startup, small, or medium-sized business looking for a knowledgeable Salesforce implementation partner who values every single customer, let's talk! We are always happy to help!.

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